Understanding the Role of Chatbots in the Modern Contact Center
In the ever-evolving landscape of customer service, contact centers play a pivotal role in ensuring seamless interactions between businesses and their customers. With the rapid advancements in technology, one tool that has revolutionized the way contact centers...
rockITdata Ranks No. 115 on the 2023 Inc. 5000
With Three-Year Revenue Growth of 4,169 Percent, rockITdata Ranks No. 115 Among America’s Fastest-Growing Private Companies NEW YORK, August 15, 2023 – Inc. revealed today that rockITdata ranks No. 115 on the 2023 Inc. 5000, its annual list of the fastest-growing...
rockITdata Awarded 2023 SBA Eastern Pennsylvania District Veteran-Owned Small Business of the Year
Philadelphia, PA, April 27, 2023 - The U.S. Small Business Administration’s Eastern Pennsylvania District Office announced its 2023 Small Business Week Award Winners. rockITdata was named Eastern Pennsylvania District Veteran Owned Small Business of the Year. SBA’s...
rockITdata Awarded 2023 SBA Eastern Pennsylvania District Veteran-Owned Small Business of the Year
Philadelphia, PA, April 27, 2023 - The U.S. Small Business Administration’s Eastern Pennsylvania District Office announced its 2023 Small Business Week Award Winners. rockITdata was named Eastern Pennsylvania District Veteran Owned Small Business of the Year. SBA’s...
5 Tips for Optimizing Call Routing in Your Call Center with AWS Connect
As a business owner, you know that optimizing call routing in your call center is crucial to delivering exceptional customer service. But how can you streamline this process and ensure that calls are being routed efficiently? The answer is AWS Connect. AWS Connect is...
Boosting Your First Call Resolution Rates with AWS Connect and Machine Learning
As a business, providing exceptional customer service is crucial for maintaining customer satisfaction and loyalty. One of the key metrics to measure the effectiveness of your customer service is first call resolution (FCR) rates. FCR is the percentage of calls...
Understanding the Role of Chatbots in the Modern Contact Center
In the ever-evolving landscape of customer service, contact centers play a pivotal role in ensuring seamless interactions between businesses and their customers. With the rapid advancements in technology, one tool that has revolutionized the way contact centers...
5 Tips for Optimizing Call Routing in Your Call Center with AWS Connect
As a business owner, you know that optimizing call routing in your call center is crucial to delivering exceptional customer service. But how can you streamline this process and ensure that calls are being routed efficiently? The answer is AWS Connect. AWS Connect is...
Boosting Your First Call Resolution Rates with AWS Connect and Machine Learning
As a business, providing exceptional customer service is crucial for maintaining customer satisfaction and loyalty. One of the key metrics to measure the effectiveness of your customer service is first call resolution (FCR) rates. FCR is the percentage of calls...
Data for Artificial Intelligence and Machine Learning Models
Difference between unstructured and structured data. In the world of machine learning, data is everything. The algorithms used in machine learning require data to be fed into them in order to learn and make predictions. However, data comes in many different forms and...
Call Centers – Going Back in History
Call centers have been around since the early 1960’s and undoubtedly have made major strides. Offices of major telephone companies used call centers to handle various inquiries. In the 70’s and 80’s, new technologies made call centers more prominent. These call...
All you need to know about Amazon Connect
From the beginning customer satisfaction has been a top priority for Amazon Business. This is the driving force behind the development and improvements of Amazon Web Services. Creating a tool to meet Amazon’s high standards of security, flexibility, reliability, and...
Understanding the Role of Chatbots in the Modern Contact Center
In the ever-evolving landscape of customer service, contact centers play a pivotal role in ensuring seamless interactions between businesses and their customers. With the rapid advancements in technology, one tool that has revolutionized the way contact centers...
5 Tips for Optimizing Call Routing in Your Call Center with AWS Connect
As a business owner, you know that optimizing call routing in your call center is crucial to delivering exceptional customer service. But how can you streamline this process and ensure that calls are being routed efficiently? The answer is AWS Connect. AWS Connect is...
Boosting Your First Call Resolution Rates with AWS Connect and Machine Learning
As a business, providing exceptional customer service is crucial for maintaining customer satisfaction and loyalty. One of the key metrics to measure the effectiveness of your customer service is first call resolution (FCR) rates. FCR is the percentage of calls...
Call Centers – Going Back in History
Call centers have been around since the early 1960’s and undoubtedly have made major strides. Offices of major telephone companies used call centers to handle various inquiries. In the 70’s and 80’s, new technologies made call centers more prominent. These call...
All you need to know about Amazon Connect
From the beginning customer satisfaction has been a top priority for Amazon Business. This is the driving force behind the development and improvements of Amazon Web Services. Creating a tool to meet Amazon’s high standards of security, flexibility, reliability, and...
What is a Cloud Call Center?
Customers use an average of 10 channels to communicate with companies, and they expect a personalized experience across them all. Supervisors and agents need a better way to handle call volume, speed up call resolution, and bring the power of AI/ML into the contact...
Case Study: The Surgeon General of the Army, U.S. Army Medical Command
The Surgeon General of the Army, U.S. Army Medical Command: Business Solution: Balanced Scorecard Strategic Planning, Organizational Survival Model Challenge: The Surgeon General (TSG) of the U.S. Army Medical Command (MEDCOM) had over 100...
Case Study: Department of Veterans Affairs, Veterans Health Administration
Business Solution: Strategic Consulting, Budget Alignment, Healthcare Consulting Challenge: As a part of the Department of Veterans Affairs (VA), the Veterans Health Administration (VHA) serves the needs of nine million enrolled Veterans each year. With...
Case Study: Defense Health Agency’s Hearing Center of Excellence
Business Solution: Healthcare Consulting, Strategic Planning, Balanced Scorecard, Organizational Survival Model Challenge: The Hearing Center of Excellence (HCE) is a division of the Defense Health Agency (DHA) within their J-9 Directorate. Members...
Case Study: Department of Homeland Security, United States Coast Guard, Maritime Law Enforcement Academy
Business Solution: Training and Education Challenge: Established in 2004 and located within the Federal Law Enforcement Training Center (FLETC) in Charleston, SC, the U.S. Coast Guard (USCG) Maritime Law Enforcement Academy (MLEA) is the premier training...
Understanding the Role of Chatbots in the Modern Contact Center
In the ever-evolving landscape of customer service, contact centers play a pivotal role in ensuring seamless interactions between businesses and their customers. With the rapid advancements in technology, one tool that has revolutionized the way contact centers...
5 Tips for Optimizing Call Routing in Your Call Center with AWS Connect
As a business owner, you know that optimizing call routing in your call center is crucial to delivering exceptional customer service. But how can you streamline this process and ensure that calls are being routed efficiently? The answer is AWS Connect. AWS Connect is...
Boosting Your First Call Resolution Rates with AWS Connect and Machine Learning
As a business, providing exceptional customer service is crucial for maintaining customer satisfaction and loyalty. One of the key metrics to measure the effectiveness of your customer service is first call resolution (FCR) rates. FCR is the percentage of calls...
What Does Customer Service Look Like Today?
According to Khoros, customer service looks extremely different today than it has in the past. With the faster, more technological world that we live in, customers today are demanding faster and more efficient customer service. Customers expect service across a...
8 Important Field Service Metrics and How to Improve Them
82% of service decision makers say their company’s customer service must transform in order to stay competitive. Customer demand for fast, personalized, and connected engagement anytime, anywhere, has compelled service leaders to take notice. Effective service can...
rockITdata Ranks No. 115 on the 2023 Inc. 5000
With Three-Year Revenue Growth of 4,169 Percent, rockITdata Ranks No. 115 Among America’s Fastest-Growing Private Companies NEW YORK, August 15, 2023 – Inc. revealed today that rockITdata ranks No. 115 on the 2023 Inc. 5000, its annual list of the fastest-growing...
rockITdata Awarded 2023 SBA Eastern Pennsylvania District Veteran-Owned Small Business of the Year
Philadelphia, PA, April 27, 2023 - The U.S. Small Business Administration’s Eastern Pennsylvania District Office announced its 2023 Small Business Week Award Winners. rockITdata was named Eastern Pennsylvania District Veteran Owned Small Business of the Year. SBA’s...
rockITdata Awarded 2023 SBA Eastern Pennsylvania District Veteran-Owned Small Business of the Year
Philadelphia, PA, April 27, 2023 - The U.S. Small Business Administration’s Eastern Pennsylvania District Office announced its 2023 Small Business Week Award Winners. rockITdata was named Eastern Pennsylvania District Veteran Owned Small Business of the Year. SBA’s...
rockITdata Ranks No. 17 on Inc. Magazine’s List of the Northeast Region’s Fastest-Growing Private Companies
Companies on the 2023 Inc. 5000 Regionals: Northeast list had an average growth rate of 450 percent. rockITdata achieved a two-year revenue growth of 1,214 percent. Philadelphia, PA, March 7, 2023 – Inc. Magazine today revealed that rockITdata is No. 17 on its third...
rockITdata Achieves the AWS Service Delivery Designation for Connect
PHILADELPHIA, Pa., November 8, 2022 –rockITdata LLC (“rockITdata”), announced today that it has achieved the Amazon Web Service (AWS) Service Delivery designation for Connect.
rockITdata Acquires Pharos Group, Inc
PHILADELPHIA, Pa., October 25, 2022 – rockITdata announces the strategic acquisition of the Pharos Group, Inc.
Why Having a Chatbot Will Boost Business Relations
The chatbot is an Artificial Intelligence technology solution that allows us to exchange messages in real-time between the user and the chat system. According to reports, currently, 82% of companies in the world say they have a positive return on the investment made...
What Does Customer Service Look Like Today?
According to Khoros, customer service looks extremely different today than it has in the past. With the faster, more technological world that we live in, customers today are demanding faster and more efficient customer service. Customers expect service across a...
8 Important Field Service Metrics and How to Improve Them
82% of service decision makers say their company’s customer service must transform in order to stay competitive. Customer demand for fast, personalized, and connected engagement anytime, anywhere, has compelled service leaders to take notice. Effective service can...
How to Increase Your Field Service ROI
Effective field service enables companies to manage their mobile workforce, improve customer satisfaction, and drive meaningful growth. In order to address customer needs quickly, managers must be able to easily schedule, dispatch and manage field service crew....
Salesforce Field Service Lightning Pricing and License Types
Agents, dispatchers, mobile employees, and managers deserve a complete view of the customer, full context into cases, and access to all the information needed to help the customer anytime, anywhere and from any device. From intelligently scheduling employees, to...
The Increasing Popularity of Remote Work
More than a year has passed since the World Health Organization declared COVID-19 as a pandemic. A lot of people had to adapt their daily activities to fit long lasting lockdowns. While some companies used to offer the ability to work from home as a perk, it has now...
All you need to know about Amazon Connect
From the beginning customer satisfaction has been a top priority for Amazon Business. This is the driving force behind the development and improvements of Amazon Web Services. Creating a tool to meet Amazon’s high standards of security, flexibility, reliability, and...
Why Your Business Would Benefit From Moving to the Cloud
Reducing IT costs IT executives can easily reduce computing resources to meet specific business needs and save money. Rather than estimating capacity requirements ahead of time, organizations can make changes on the go and eliminate unneeded hardware or on-premises...
Why Having a Chatbot Will Boost Business Relations
The chatbot is an Artificial Intelligence technology solution that allows us to exchange messages in real-time between the user and the chat system. According to reports, currently, 82% of companies in the world say they have a positive return on the investment made...
Learn to Plan for the Workplace of the Future
May wonder if this is really the best time to think about the future of your workplace but then when? Public and private sector organizations strove to address global disruption with speed and ingenuity, using all the resources they had and, in the process, unveiling...
4 Benefits of Moving Your Business to the Cloud
Moving to the cloud has been a trending topic during this pandemic. But why has it gained larger traction over the past couple of years? Short answer – the cloud allows you to access your applications and tools for you to thrive in your daily job anywhere at any time....
Data for Artificial Intelligence and Machine Learning Models
Difference between unstructured and structured data. In the world of machine learning, data is everything. The algorithms used in machine learning require data to be fed into them in order to learn and make predictions. However, data comes in many different forms and...
What is Salesforce MFA?
Passwords are no longer a sufficient means of security as the number of cyberattacks continues to skyrocket. For this reason, beginning February 1, 2022, Salesforce will begin to require customers to Multi-factor Authentication (or MFA), in order to access their...
Why Your Business Would Benefit From Moving to the Cloud
Reducing IT costs IT executives can easily reduce computing resources to meet specific business needs and save money. Rather than estimating capacity requirements ahead of time, organizations can make changes on the go and eliminate unneeded hardware or on-premises...
Why Having a Chatbot Will Boost Business Relations
The chatbot is an Artificial Intelligence technology solution that allows us to exchange messages in real-time between the user and the chat system. According to reports, currently, 82% of companies in the world say they have a positive return on the investment made...