by Sheela Narashiman

14, February 2017

Chat for contact centers
  • Contact Center
  • Customer Service
  • Omni Channel

The world is changing and with each passing moment, the changes are manifold. As smart technology keeps increasing, customer behavior also keeps changing. Customers are becoming savvier than ever before. Instead of relying on traditional mediums of communication, organizations have to make use of ‘Live Chat’, one of the trends in customer support. While live chat has been around for quite sometime it was only used as chat rooms in the early days of the internet. Now it has become a powerful tool to provide differentiated customer experience.

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by Roshini Cherian

9, February 2017

is-self-service-the-icing-on-the-cake-_banner
  • Customer Experience
  • Omni Channel
  • Technology

A world run by robots, at our constant beck and call, this was something that we had foreseen. What we once called the technology of the future, has now become a reality. And with each passing day, the power and capabilities of it are increasing. With the usage of smart devices and digital platforms rising, Artificial Intelligence is taking over and bridging the gap between enterprises and customers.

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by Sanjay Kalra

6, July 2016

37_cpaas
  • Customer Experience
  • Multichannel
  • Omni Channel

Everyone seems to be doing it – the UC and PBX vendors, the Unicorn startups, the Communications Service Provider & Telecom Companies. What does this mean to the market?

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by Sethu Madhavan

1, July 2016

36_contract
  • Cloud
  • Contact Center
  • Omni Channel

Congratulations. The cloud solution you selected comes with a package of benefits. But it is bound to give you many a sleepless night before your decision is proven right. Here’s how you can minimize them.

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by Servion

31, May 2016

25_millenial
  • Customer Service
  • Omni Channel

Millennials expect customer service to be offered to them in ways different that are a far cry the traditional approach to assisting customers.

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by Servion

23, May 2016

22_backoffice
  • Analytics
  • Customer Experience
  • Omni Channel

Omni-channel marketing experience driven by hard analytics will be the reason behind every successful customer interaction, for the retail industry.

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by Roshini Cherian

11, May 2016

18_ecommerce
  • Analytics
  • Customer Service
  • Omni Channel

Considering the mass digital consumption of services, has customer experience changed drastically as opposed to when it was delivered from brick-and-mortar stores?

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by Servion

10, May 2016

17_unified-desktop
  • Contact Center
  • Omni Channel
  • Technology

While politeness definitely helps calm the nerves of a customer, unnecessary delays due to ‘getting details’ can be quite unnerving. Any ‘valued’ customer of an organization would love to have information pulled up immediately and with minimum wait time.

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by Sanjay Kalra

28, April 2016

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  • Customer Experience
  • Omni Channel
  • Technology

While ‘Digital’ has transformed processes that impact every part of an Enterprise’s functioning, it has only magnified the importance of Customer Experience as the key differentiator for today’s businesses.

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by Servion

21, April 2016

know-your-customer
  • Analytics
  • Customer Journey
  • Omni Channel

Research has proven that while enterprises focus on providing customer service across multiple channels, they are unable to offer a consistent, contextual and personalized service. Omnichannel is not an option; it is a need.

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