by Vimal Abraham

22, August 2017

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A few years ago, Warner Brothers released ‘Her’, an existential science-fiction movie about a man who develops a special relationship with Samantha – an artificial intelligence-enabled Operating System. As the story progresses, Samantha shows an incredible ability to learn and grow psychologically – and even discusses matters such as love, life, and death. Soon, the OS becomes his sole companion.

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by Sheela Narashiman

8, August 2017

Interaction analtyics for banking industry

Artificial Intelligence (AI) is no longer a new jargon in the banking industry. However, what is new is that AI is moving beyond back-end processes to front-end interactions. According to Accenture’s ‘Banking Technology Vision 2017’ study, the banking industry will revolutionize the way it gathers information and interacts with customers. Banks will move towards simpler user interfaces that will help create a more personalized customer experience.

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by Roshini Cherian

3, August 2017

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How has your recent call to the contact center been? Great? Good? Or tragic and unresolved? You have all gone through complicated self-service menus when reaching out to contact centers. And have often been frustrated with the multiple menus that need to be dealt with to reach an agent and solve a simple problem or ask a quick question.

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by Archana Sangili

28, July 2017

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Welcome to the 38th edition of the CX Roundup. In this blog post, we bring to you the best of customer experience news, trends, and insights around the world.

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by Roshini Cherian

27, July 2017

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In the telecommunications industry, poor customer experience is a deal breaker in the relationship between enterprises and their customers. But, it is no easy feat for contact center managers to ensure meaningful and purposeful customer interactions each and every time. With calls, messages and emails going back and forth, about service offerings, new plans, network usages, etc, things can get heated between the customer and contact centers in the telecommunications industry.

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by Sethuramalingam B.

25, July 2017

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The power rests with the customer and to make sure enterprises thrive in competition, enterprises need to undo certain ways of handling customers and build newer ways to ensure that they not only stay with them but also promote them.

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by Archana Sangili

18, July 2017

2V Web_Banner-Bye Bye Queues

The phrase – “Wait on hold” has inadvertently caused brands across domains to lose customers. This is because the measures to cut the average hold time are difficult to install. Most customers try to be patient and wait in the queue. But data reveals that the hold time is proportional to the volume of calls abandoned. This can cause the brand’s reputation to plummet. Besides sending existing and potential customers in the direction of competitors.
That’s where Courtsey Call Back(CCB) can come to rescue. This feature can help to reduce call waiting time and improve customer experience.

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by Roshini Cherian

13, July 2017

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Whether Inbound, Outbound, Email, Chat, Mobile, Social or Analytics – it is crucial to engage customers in meaningful conversations in their preferred channel – anywhere and anytime. Especially, in today’s increasingly cloud-powered service ecosystem, it is important to ensure there is no slowdown in the day-to-day operations of the contact center. But, how do you […]

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by Sriram Sampath

6, July 2017

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Customer Journey Analytics is probably the most clichéd phrase in the customer experience ecosystem today. During the course of my discussions with several organizations, I realized that there is a handful who have got it right – both the meaning and the execution. And there are those who are eager to get it right but they lack clarity in execution.

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by Sheela Narashiman

29, June 2017

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Most organizations boast about customer centricity when it comes to executing and creating a wow experience, they fail. Delivering a lasting customer experience has never been more important to business especially at this digital age where customers are more knowledgeable and demanding.

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