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Leveraging Conversational AI and Feedback Management to Enhance CX and Drive Business Value  In an era where customer expectations are continuously evolving, businesses require innovative [...]

Many enterprises may find providing a consistent and personalized customer experience extremely challenging. This is due to the tremendous amount of customer interactions they have to track and [...]

Insurance companies now understand the importance of digital channels to increase customer acquisition rates and provide self-services to customers.  With that comes a challenge of providing [...]

For quite a while, it has been known that retaining customers is cheaper than acquiring a new one. Besides that, The conversion rate is considered higher for existing customers.  Still, Customer [...]

Regulatory compliance is a top priority for call centre managers and supervisors. But keeping up with ever-changing standards is a difficult task. The vendors you choose to work with have a big [...]

Achieving Agility in The Work Environment Supported by Highly Recommended Technologies   Remote work has immensely increased in popularity over the last several years. However, it was once [...]

We need to understand what the analysts are saying. We need to understand how the market trends are going today. According to the 2020 Global Customer Experience Benchmark report based on the [...]

We IST are extremely proud of our Gold Partner Genesys to be named as a Leader in the recent Gartner Magic Quadrant for Contact Center as a Service. Proving that Genesys is committed to its [...]

During the current crisis, an increasing number of organizations strengthened their digital platform for better customer interaction, enabling a means to better assist their customers through [...]

Most companies noted that data residency and governance, along with industry-specific regulations were their major discouragement while considering a cloud-based solution. With the growing number [...]