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Qualtrics releases Experience ID customer profile platform

Qualtrics Experience ID isn't labeled as a customer data platform, but it's not far off from one, as it aggregates customer info into individual profiles.


Benefits of moving to a cloud contact center

Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition.


Contact center agents' post-pandemic future

The pandemic changed how contact centers operate and the technologies used to provide customer service. In this Q&A, ICMI's Brad Cleveland predicts what's next.


Amazon Connect adds voice ID, agent assist features

AWS adds tools to search knowledge bases for answers based on terms picked up via in-call voice recognition, as well as voice ID to confirm identities of callers.

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Customer Experience Basics

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    contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

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    direct marketing

    Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer.

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    customer account record

    A customer account record is the basic unit of information about a customer that resides in a CRM, or customer relationship management system.

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