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Welcome to the second post in a blog series sharing insights from a panel discussion I recently hosted, titled "Why…
By Nidhin Varghese (NV) Director, Digital Practice Lead
With more than 60 percent of contact center fraud cases originating in the IVR [1], preventing fraud over the voice…
By Sarika Prasad Senior Product Marketing Manager
Enterprise agents spend roughly one-third of their workday toggling between their conversation consoles and Salesforce.…
By Emil Xavier Product Manager, [24]7 Assist
Many customers still prefer to pick up the phone when they need help—particularly for more complex tasks or needs. In…
By John Gaffney Vice President, Voice Commerce
Business text messaging is redefining customer engagement and everyone is better off for it. Instant messaging for…
Neural Text-to-Speech Voice Synthesis Raise Customer Expectations IVR voice technology crawled along for decades,…
2020 Year-End Update: Rise In the Importance of Business Instant Messaging Solutions As this new chart makes clear,…
By Vinoth Govind Director, Strategic Insights
The title gives it away. In summer 2020, we moved a large telco client from our chat technology to a pure business…
By Robert Camacho SVP, Global Customer Success