Fonolo

JANUARY 9, 2018

Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. Keep in mind that Twilio is itself selling call center services. Global bank ING used Twilio to replace a legacy Avaya call center. VPs & Directors of Contact Centers.

Call Center 65

Call Center Multichannel APIs Contact Center 65

CSM Magazine

JANUARY 20, 2022

John D’Anna to lead Hammer, the fast-growing contact center assurance division created from the acquisition of Empirix by Infovista. The experienced leader will drive and fulfill booming demand for Hammer customer experience assurance as contact centers migrate to the cloud.

Contact Center 10

Contact Center Interactive Voice Response Healthcare Multichannel 10

VocalCom

FEBRUARY 27, 2018

Many industries are using chatbots in this capacity with great success—notably, the airline and banking sectors. United Airlines uses a chatbot called AutoPilot to help customers with all their flight information needs, while Bank of America’s “Erica” chatbot helps customers with nearly every aspect of account management.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

VocalCom

OCTOBER 24, 2017

From banking to booking reservations, people were easily frustrated by complex processes and a lack of reliable human assistance. At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

VocalCom

JUNE 25, 2018

While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation. For example, if a customer contacts his bank for support, a question about a recent check deposit may require a different agent than an order for a new checkbook.

Chatbots 48

Chatbots Customer Service Contact center software Self service 48

VocalCom

APRIL 9, 2018

Banks also offer virtual assistants to help customers keep track of their finances and even make investing decisions. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

NobelBiz

FEBRUARY 22, 2023

And what technologies and trends should contact centers embrace now? For Businesses, flexibility isn’t an option any longer A good customer experience necessitates contact center flexibility. The success of your customers and support personnel is far simpler to cope with omnichannel than multichannel.

Customer Experience 52

Customer Experience Multichannel Contact Center Chatbots 52