Blog

Agile methodologies streamline the development of attended automation robots by enhancing collaboration between business users and developers.

When an increasing proportion of our daily lives is stored, managed and serviced online, it’s inevitable that so many of us are affected by the massive data breaches seen in recent years.

This holiday shopping season promises to be the biggest one yet for people to shop over mobile phones from home, their cars and even from within retail stores.

The original version of this blog, excluding NiCE references, was initially published in Lydia de la Torre’s Medium Blog. The version below has been extensively edited. The original version can be accessible here.

The original version of this blog, excluding NiCE references, was initially published in Lydia de la Torre’s Medium Blog. The version below has been extensively edited. The original version can be accessible here

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of…

The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had…