Articles by
Phillip Britt
Speakers at eGain's Solv 24 conference urge companies to blend artificial intelligence, knowledge management, and human insight for better customer experiences.
Posted October 30, 2024
Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview. (Featured on DestinationCRM.com.)
Posted June 18, 2024
LGBTQ Hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions.
Posted May 15, 2024
Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024
Genesys reaffirmed its technology commitments to the cloud, artificial intelligence, data, workforce management, employee experience, and more on day two of its xPerience user conference.
Posted June 21, 2023
Genesys opened its xPerience 2023 user conference with an expanded partnership with AWS, Genesys Cloud CX innovations, and the Experience Index launch.
Posted June 20, 2023
The current contact center agent crisis can be solved with the right technology and customer focus, eGain's CEO suggests.
Posted October 12, 2022
Customers want digital interactions that are fast and efficient, but data backlogs are preventing companies from delivering, Genesys Xperience speakers warned.
Posted June 10, 2022
Genesys highlights expanded capabilities and customer successes with a multitude of digital solutions that keep humans in mind, executives said at the company's user conference.
Posted June 09, 2022
When contact centers place a value on self-service and the data that customers provide, service becomes less of a cost center and more of a value-adder, NICE event speakers maintained.
Posted May 26, 2022
Companies need to declare war on the friction that has kept self-service from satisfying customers, speakers urged during day one of NICE's Interactions 2022 event.
Posted May 25, 2022
The newest version gives agents more self-service control over their work schedules.
Posted October 27, 2020
With the pandemic, extreme workforce agility has become the new normal, conference speakers contend.
Posted September 16, 2020
The pandemic has offered businesses a chance to reexamine their contact center and data processes, event panelists discuss.
Posted September 16, 2020
Genesys Engage Multicloud offers users a choice of cloud providers,, deployment models, integrations, and system capabilities.
Posted August 13, 2020
U-Haul's contact centers, armed with work-at-home agents and Verint technology, are helping college students whose schools have been shut down due to the coronavirus pandemic.
Posted March 26, 2020
With customer service acting as a key differentiator today, companies have new obligations to improve service delivery, speakers stressed.
Posted October 31, 2019
Artificial intelligence and chatbots are the keys to improving interactions for both customers and agents, speakers at the ICMI Contact Center Connections conference stressed.
Posted October 30, 2019
Verint Engage speakers continued to stress the need for a balance of live agents and automation to handle the full range of customer issues.
Posted May 23, 2019
Verint executives outlined a strategy to save companies time and money on customer experience improvements.
Posted May 22, 2019
Partners help NICE inContact provide a one-stop contact center solution, but it's not a one-sided relationship.
Posted May 20, 2019
AI is being used to help with agent performance feedback and scheduling with very positive results, conference speakers confirm.
Posted April 18, 2019
Artificial intelligence has so much potential, but companies need to do more with it, conference speakers pointed out.
Posted April 17, 2019
Aspect Software has launched its new cloud-based customer engagement center, Via, available immediately in the United States, Australia, and New Zealand. Via will be available to customers in Europe in the second quarter. Aspect first previewed the Via product last May.
Posted February 01, 2017