Posts by James Wooster

  • Blog Article
  • 3 years ago

The Customer Service Agent’s World Is Changing

Original post on UC Today In recent years many organisations have embraced new technology that allows customer queries to be handled by ‘intelligent’ systems rather than human beings. Delivered via the internet or through IVR systems, today’s...

  • Blog Article
  • 3 years ago

Financial Transformation and RPA in the Insurance Industry

Anyone who’s worked in insurance will be familiar with the range and complexity of processes their work entails. I’ve spent a lot of time in these environments and without exception have found them to be filled with hard-working individuals who do a...

  • Blog Article
  • 3 years ago

Customize Your Glue42 Launch Bar!

We are often asked “Do I get the source code for the Trial-Edition launch bar?”, “Can I customize the launch bar?” , ”Can I connect it to my own directory services?”. Well, the answers are yes, yes, and yes! To prove the point, we have just...

  • Blog Article
  • 3 years ago

Desktop Interop for Contact Centers

Synopsis: If you are facing the challenge of delivering a usable desktop environment for your contact center, then this post will describe what’s happening in the financial services industry and how this could make your life a great deal easier… ...

  • Blog Article
  • 3 years ago

Glue42 Trial Edition – Now Even Better!

With our free 30-day trial you can get hands-on experience with the Glue42 Enterprise platform. To make it easier, we’ve included a launch bar plus some apps written in WPF, Java, and JavaScript. In just a few minutes, you’ll be able to start...

  • Blog Article
  • 3 years ago

Glue42 Brings Mobile Devices to the Desktop Integration Story!

Imagine the scene. A couple of weeks ago, I’m sat with our CEO and we start talking about the need for tablet support for one of our customers. We discuss the appropriateness of an ‘interop’ desktop running on a tablet device and wonder how much we...

  • Blog Article
  • 3 years ago

User Experience Process Mining

Building upon our earlier blog article, where we introduced the concept of UX Process Mining, we now discuss how our product Glue42 Insights can help you implement User eXperience process mining into your organization! Among the benefits of...

  • Blog Article
  • 3 years ago

FinTech Festival Summary: Don’t be Contained by Your Container!

We had a highly insightful and engaging time at the Tabb Group's Fintech Festival event in New York last week. This was our first event since the CX summit in September – and this time the audience was financial services only. We learned a great...

  • Blog Article
  • 3 years ago

Why I Moved to the ‘Dark Side’

I’ve spent most of my career working in or running software integration businesses. It began with object brokers, then middleware, then ESBs and subsequently included all manner of adjacent technologies including event processing, process modelling...

  • Blog Article
  • 3 years ago

What Is UX Process Mining?

Context:  For those involved in operational monitoring and process efficiency, you may be aware that UX Process Mining has received more press coverage in recent months. Before we dive into the details, it is probably worth explaining what ...