CSM Magazine

AUGUST 5, 2024

Cloud services are core to facilitating business agility and efficiency in the current wave of digital transformation. However, such a step into cloud computing must be grounded on an appropriate cost-benefit study. In the simplest form, cost-benefit analysis should answer the question of whether such a shift makes any financial sense for the organization, looking at probable savings against related costs.

SaaS 52

SaaS Marketing Management 52

AWS Machine Learning

AUGUST 5, 2024

Retrieval Augmented Generation (RAG) is a state-of-the-art approach to building question answering systems that combines the strengths of retrieval and foundation models (FMs). RAG models first retrieve relevant information from a large corpus of text and then use a FM to synthesize an answer based on the retrieved information. An end-to-end RAG solution involves several components, including a knowledge base, a retrieval system, and a generation system.

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Scripts Accountability Education Feedback 117

Cisco - Contact Center

AUGUST 5, 2024

Check out all the IOS XE sessions from the recent Cisco Live in Las Vegas. Topics include getting started with Cisco IOS XE programmability and automation, tooling with YANG Suite and Terraform, and open-source solutions for Model Driven Telemetry.

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MiaRec

AUGUST 5, 2024

Welcome to the forefront of contact center technology! In this post, we’re excited to explore three groundbreaking demos presented by John Ortiz, Technology Sales Manager at MiaRec. These demos showcase the transformative power of generative AI in revolutionizing contact center quality assurance (QA), offering a glimpse into the future of automated excellence.

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Contact Center Sales Technology Management 59

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Cisco - Contact Center

AUGUST 5, 2024

With its investment in Aliro, Cisco’s Aspire Fund delivers on the promise to invest in underrepresented founders and build a more diverse and inclusive technology community.

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Technology 98

Cisco - Contact Center

AUGUST 5, 2024

Cisco XDR turns one year old. Here is the backstory of how we developed relationships and alliances with “competitors” to have the open ecosystem of today.

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Zappix

AUGUST 5, 2024

In this insightful testimonial, Geza Csank, Senior Front Line Manager at Personify Health, shares how Zappix’s Digital Engagement platform has transformed their customer service experience. Discover how implementing Zappix has empowered their customers with efficient self-service options and streamlined their overall customer journey. Don’t miss this real-world success story of how technology can elevate customer service to new heights!

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Self service Technology Customer Service Management 52

Cisco - Contact Center

AUGUST 5, 2024

Check out all the IOS XE sessions from the recent Cisco Live in Las Vegas. Sessions cover topics including getting started with Cisco IOS XE programmability and automation, tooling with YANG Suite and Terraform, and open-source solutions for Model Driven Telemetry.

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CSM Magazine

AUGUST 5, 2024

In the digital age, what ultimately determines success in business is scalability. Now, with cloud computing at the head of a battery of pivotal technologies, businesses are able to scale their operations with unprecedented efficiencies and very little up-front investment. The article elaborates more on how cloud computing will help companies expand their business and still optimize their costs for better performance.

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SaaS Enterprise Analytics Technology 52

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

AWS Machine Learning

AUGUST 5, 2024

Information retrieval systems have powered the information age through their ability to crawl and sift through massive amounts of data and quickly return accurate and relevant results. These systems, such as search engines and databases, typically work by indexing on keywords and fields contained in data files. However, much of our data in the digital age also comes in non-text format, such as audio and video files.

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APIs Engineering Management Chatbots 100

CSM Magazine

AUGUST 5, 2024

Small- and medium-sized enterprises (SMEs) and startups all require a reliable banking partner to stay afloat in the increasingly fast-paced, unpredictable world of modern business. If you lead a company in this demographic, you’ll want the best banking provider to support your daily operations and implement necessary financial services for you, as their help will contribute substantially to your business’s overall growth and stability.

Banking 52

Banking Accountability Finance Enterprise 52

AWS Machine Learning

AUGUST 5, 2024

In recent years, we have seen a big increase in the size of large language models (LLMs) used to solve natural language processing (NLP) tasks such as question answering and text summarization. Larger models with more parameters, which are in the order of hundreds of billions at the time of writing, tend to produce better results. For example, Llama-3-70B , scores better than its smaller 8B parameters version on metrics like reading comprehension (SQuAD 85.6 compared to 76.4).

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