Art Schoeller
Vice President, Principal Analyst
Author Insights
Contact Centers Have Moved To Cloud — What's Next?
As of 2018, the market for contact center technology has fully shifted to cloud. The remaining outliers of demand are large, highly customized implementations that preserve legacy on-premises software or organizations that wish to maintain the technology inside their firewall. Agility, flexibility, and the ability to rapidly shift capacity are all key elements that AD&D […]
Atlassian And Slack Team Up To Take On Microsoft Teams
Atlassian recently announced a strategic partnership with (and investment in) Slack, which includes the imminent shutdown of Atlassian’s HipChat and Stride products. While it’s mutually beneficial for Slack and Atlassian to join forces against Microsoft, Slack’s acquisition of the Hipchat and Stride IP presents uncertainty for those customers about how and where to migrate next. […]
The Five Use Cases For AI In The Contact Center
Increasing channel diversity and automation will make interactions more complex, requiring highly skilled agents and intelligent processes to assist them. Here’s my take on five valuable use cases for AI in the contact center.
The Quest For The Holy Grail Of Team Messaging Apps: Finding Your Perfect Solution
We’re seeing a significant challenge today in finding the right enterprise-level team messaging app that’s easy to use, compatible with a work environment, and combines various daily functions so employees don’t have to bounce back and forth between platforms or apps causing confusion. There’s quite a proliferation of team messaging apps in the market, and […]
Seeing is believing for financial services firms as they increasingly embrace video as a sales and service channel
When we think of obstacles financial services firms need to overcome in order to win, retain, and serve customers, one of the largest ones that come to mind is trust and transparency. For financial services firms these attributes are key to boosting deeper customer engagement with wealth management clients and grow share of wallet in […]
"Matchmaker, Matchmaker, make me a match......." Behavioral analytics improves connecting contact center agents to customers
In the Tony Award-winning musical “Fiddler on the Roof,” Tevye, the father of five daughters, bemoaned the erosion of tradition where his daughters wanted to marry for love instead of cultural preservation. The cultural norm was to make use of a matchmaker to seek out mates that satisfied familial desires and goals on both sides. […]