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

12_digitalcx1
  • 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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by Servion

14, April 2016

ecommerce-banner
  • Customer Experience
  • Customer Journey
  • Omni Channel

The growing usage of technology is affecting how companies across conduct their businesses. Exciting digital landscapes have opened up all over the world, with more than half of the population engaging in social media activity through their mobile phones.

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by Servion

10, February 2016

1_analytics
  • Analytics
  • Customer Experience
  • Omni Channel

Customers share an enormous amount of data with any brand they interact with. And every minute, such customer data is collected from channels such as IVR, CTI, ACD, diallers, email and other social channels.

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