With the right tools and viewing our contact centers as a channel to engage with our customers, we can meet the rising expectations of those we serve.

Yesterday’s call centers are evolving from being mere phone-based call centers into integrated, omnichannel centers that seamlessly blend voice, chat, text messaging, social media, and even video.

The contact center is a critical yet often overlooked component of a healthcare organization’s “front door” to patients and family decision-makers.

Google’s new cloud-based Contact Center AI packages capabilities in conversational interfaces, machine learning, and APIs that enable seamless integration with customer care systems.

Our Healthcare team offers five guiding principles for developing a consumer-grade contact center experience.