Google Contact Center AI Looks Backwards

Google recently announced their Contact Center AI offer, promising to “Build a modern…

The Automation Age of Business Communications

If I had to impart one piece of advice to aspiring design engineers, it would be…

The Most Important Business Communications Problem and Why

My main criticism of Unified, and OmniChannel, Communications are in the problems they solve. I agree, they are problems, but I disagree that they are today’s most important communications problem. It is often more efficient, if…

Beyond Unified Communications: Optimized vs Unified

Just like my previous projects, as we first designed TEN DIGIT, one of my first jobs was to pick a use case to drive the architecture and design. By starting with the simple idea of “how can we text enable a call center”, we quickly found…

Design for the Generic Smartphone

8 Mobile Contact Center Design Ideas

Did you know that only two companies, Facebook and Google, have apps that are installed in the majority of smartphones in the US? If you don’t work for Google or Facebook, most of your…

Sites, Apps and Bots

When To Use Each