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25 May The Individual Impact Of Next Generation 911

By: Jim Dundas

According to the Pew Research Center, approximately 95% of Americans use cell/smart phones as their primary communications device. The demographics are:

  • 96% of males and 94% females,
  • 100% 18 to 29 years of age,
  • 99% in the 30 to 49 years of age,
  • 97% of 50 to 64 years of age,
  • and 82% for those over 65.
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24 May How you questioned your premise or cloud provider’s support services?

By: Chad Wright

I work with a lot of companies to assess their current operations and offer guidance on improving customer service through contact center technology. One of the most overlooked areas with deployed solutions is the support services provided by either the reseller or manufacturer. The gaps in post-production support contributes to projects not achieving the project objectives. What can we do different?

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17 May NG911 Implementation Mistakes (And How to Avoid Them)

By: Jim Dundas

Introducing new technology into an operational environment has many challenges. Who will manage the implementation? How should the project be organized? How do you estimate the overall level of effort? What do you do if problems are encountered? How will this new technology be accepted into the legacy work culture? What will the end state look like? How long will this technology last? How will it be supported and maintained? For those looking to upgrade their 911 infrastructure to Next Generation 911 (NG911) functionality, these are salient points to consider. 

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12 May Aspect ACE 2017 - Faster Forward

By: Chad Wright

After attending the Aspect ACE event and speaking to hundreds of the attendees, I thought I would share my perspective on the event. In full disclosure, MicroAutomation has a product - OmniEngage - that Aspect cloud and premise customers using Aspect CXP leverage to power customer engagement across any channel. That said, we maintain a vendor agnostic approach to best serve our customers and work with a wide range of vendors in the contact center industry. I had a great time at the event and enjoyed speaking to a lot of professionals that are on the front lines of customer service everyday.

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10 Apr Capital One's SMS Notification Evolves Into Customer Interaction

By: Chad Wright

As a customer of Capital One, I signed up to receive SMS notifications when a recent charge hits an account to prevent both fraud and to track online purchases of my four children. The buzz word of the day is “bots” and the need to use natural language and artificial intelligence as the next “game changer” in support of your customers. The Capital One story provides some interesting tidbits on the benefits of a proactive notification strategy and its link to the development of a first generation chatbot.

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