The consumers of today are heavily inclined towards interactive experiences with the businesses and the latter is, as a result, leaning towards more advanced and innovative customer centre approaches. The traditional IVR systems might not suffice here since waiting in a queue to speak to a customer care agent or no scope of direct interaction with the agent, lowers the consumer’s interest almost instantly. To overcome these challenges, most of the contact centre platforms and service providers today have migrated to the visual IVR experience that drastically enhances the user experience. It works by providing them with a self-serviced visual menu that is far more interactive and aims to solve the customer problems at the first contact itself. Read more
The rapidly changing technological scenarios touch every part of our lives today and education is not far behind either. Online learning as a service is going through a massive transformation worldwide as the educators look at expanding their reach to the students in a way that is accessible and affordable. The impetus provided by technology in the growth of online learning has been phenomenal and has thus made education readily available to all. According to a Forbes report, the global e-learning market is expected to reach $325 billion by 2025. This itself speaks volumes about the growing demands in the online education sphere.
Let us begin with a hypothetical scenario of 10 colleagues having a meeting via a video conference. In a regular video conference call, unless you look very closely, it can get difficult to spot the speaker. This might be chaotic and also, makes it difficult to have an organised meeting. How about we tell you that there is a feature available that maintains the flow of the conversation by giving prominence to the person talking on the screen? We call it, the Active Talker. Read more
In this ever-changing world of communication, the customer-mindset towards his interaction with service providers has also changed. There is a demand for businesses to be more reachable and to be present across more channels such as video, chatbot, messaging etc. What stops the organisations from achieving this is primarily the lack of IT infrastructure- both hardware/software and the IT know-how. Building an IT infrastructure in-house that captures all of this is a complex task. Also, managing it involves a huge expense as well as resources which is not always feasible. Read more
Communication, as we know it, has been completely overhauled by technology. With ‘on-the-go’ revolution at its peak, users are looking for a convenient bundle of communication tools. They expect personalised interaction and more connected experience across all channels, anytime and anywhere. Hence, the advent of comprehensive offerings like UCaaS and CPaaS. It’s almost surreal to see the number of benefits these services inject into our businesses. While UCaaS is designed for a more enterprise-centric customer, CPaaS has been designed more horizontally so as to cater to the communication needs of customers as well as businesses. Where UCaaS lacks, CPaaS makes up! Read more
The millennial and digital-native customer of today no longer likes to be restricted to one or two mediums of communication and clearly votes for businesses that support omnichannel communication. Customer communication is evolving. Having only voice or email capabilities does not suffice as the customers today incline towards messaging, video and live chat (omnichannel communication). A recent survey by Walker indicates that by the time 2020 dawns on us, customer experience will overtake price as the top brand differentiator. For organisations that have adopted effective customer experience as a part of their strategy, embedding real-time communications (voice, video, messaging) into their applications is a great way of enhancing and ensuring seamless customer engagement. Read more