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COVID-19 resources

The Business Impacts of Covid in the Contact Center

The Covid-19 pandemic the world is experiencing is like nothing we have ever seen. It has left both individuals and businesses scrambling to adapt to “the new normal.” Covid has challenged businesses in many industries, including Customer Service and technology. Many of these challenges have been across the board, but EDCi did find some unique […]

Online store, virtual agents

The Power of Virtual Agents in Uncertain Times

During this pandemic, I have had extra time to think about how to come out of this crisis full steam ahead, learning from the current situation, and anticipating shifts in organizational demands. I have been asking myself two questions: What can we do to handle the immediate shift in expectations in customer communication? What can […]

What do YOU think AI is?

What do YOU think AI is?

Have you ever asked anyone the question “What is Artificial Intelligence”?  You may get a wide variety of answers.  I recently spent a few days asking some friends and colleagues about AI; the first response from most people, was “Terminator”. I guess Arnold Schwarzenegger had quite an impact on his viewers!  I also heard “it’s […]

Best Practices for Global Customer Care Teams Servicing Global Customers

Follow the Sun “Follow the Sun” is an appealing support model for those who need to provide global customer care 24/7 without interruption. In this model, service teams work their traditional business hours and pass work to a global team when their shift ends; hence, the work continues around the clock (i.e. follow the sun). […]

Authentication – Are You Who You Claim to Be?

Authentication – Are You Who You Claim to Be?

In the wake of large data breaches and a consistent rise in digital security threats, organizations are taking more steps to protect their customers. How are they doing this? Most organizations use some form of authentication to prevent unauthorized access to customer information. What is Authentication? Authentication is a systematic or manual evaluation used to […]

EDCi Acquires Attalus Contact Center Business

EDCi Acquires Attalus Contact Center Business

EDCi Acquires Contact Center Business of Milwaukee-Based Attalus, LLC; Grows Contact Center Practice Appleton, WI – May 1, 2018 – EDCi, a Wisconsin-based provider of contact center, communication and technology solutions, announced today the acquisition of Attalus LLC’s Genesys contact center business. This strategic acquisition fits with EDCi’s corporate mission,  enabling the company to establish […]

Genesys Receives National Recognition

Genesys Receives National Recognition

Last week Frost & Sullivan, a global research and consultancy organization, announced that Genesys was honored with the North American Company of the Year award for its leadership in the contact center industry. Congratulations Genesys! So, why is this a big deal to EDCi? Because Genesys is our partner of choice for the contact center […]

EDCi Releases EHRConnect Software

EDCi Releases EHRConnect Software

Contact Center Software That Will Revolutionize Customer Service in the Healthcare Industry Appleton, WI – April 20, 2018 – EDCi is pleased to announce the release of our new EHRConnect software product. EDCi, a provider of communication and technology solutions, has been a leader in the contact center technology space for nearly 15 years. We […]

What Are Chatbots and How Are They Affecting Contact Centers

What Are Chatbots and How Are They Affecting Contact Centers

When was the last time you had to check your phone’s voicemail? If you are like me, it has been awhile. When was the last time you checked your Facebook? For me, 2 minutes ago. Messaging applications such as Facebook messenger and Snapchat are being used more and more to communicate with family, friends and […]

What Artificial Intelligence Can Do For Your Contact Center

What Artificial Intelligence Can Do For Your Contact Center

When you hear the term artificial intelligence (AI) you are probably thinking along the lines  of self-driving cars, C-3PO, the lovable golden droid from Star Wars, or the Terminator. Everybody has their own interpretation of what artificial intelligence means. However, when referring to AI in the contact center there are many roles that it can […]