Remove 2016 Remove Interactive Voice Response Remove Personalization Remove voip
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Enable Orchestrated Routing for Customer Journeys, Mobile and More!

Aria Solutions

Although voice is still the primary channel customers use to interact with contact centers, representing 54% of all interactions handled, according to Dimension Data , digital is on track to overtake phone by end of 2016. To do so, you’ll need to migrate to automated, or orchestration-ready, routing.

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Mobile-focused Customer Support: Why It’s Important and Where to Begin

UJET

Voice and IVR improved through the implementation of more modern technology like Wi-Fi calling through smartphones and offering more options through a single device. Mobile shopping grew 70% from 2016-2018 in the United States. This shows how mobile is a preferred platform for all consumer interactions.