Dovetail Software Blogs

CRM systems and the contact center between them constitute a lot of spaghetti for integration, and the road is definitely uphill, but the push for unified systems continues to gain force as it becomes unavoidable that the customer today must be dealt with using a full set of data. Pulling the pieces together and getting them to talk ...

Whoever said customer service requires people? Technology is creating more and more devices and platforms that supply results to the end user without human intermediation, and on many occasions this is all to the good. People are moving out of the customer service zone, and paradoxically, service is improving. At the same time, ...

We’ve discussed before the digitization of the contact center, and the increased levels of customer service and support (CS&S) that improved software can bring to the customer experience. The sea change behind the evolution of the contact center is a shift from cost-containment to longer term, strategic actions that ...