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June 30 2023

Good Customer Service vs. Great Customer Experience

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience. To understand this better, […]

June 27 2023

Embracing Conversational AI for Contact Center Success in 2023

Why are contact centers waiting to implement AI? The challenge of delivering efficient and effective support while maintaining high customer satisfaction levels is a pressure most contact center managers understand. What is preventing you from introducing automation into your contact center? In this blog, I will help you overcome these concerns and familiarize you with […]

June 9 2023

What is Conversational AI?

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries. Today, conversational AI is everywhere. With lots of coverage and information […]

April 4 2023

From Q-and-A to Two-Way: Conversational AI is the Future of Voice Assistants

Conversational AI represents the future of voice assistants. Don’t believe us? Just ask The New York Times. In a March 15, 2023 article – “How Siri, Alexa and Google Assistant Lost the A.I. Race” – Times reporters Brian Chen, Nico Grant, and Karen Wise very effectively described the modern marketplace for voice assistants and where it’s […]

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March 7 2023

Conversational AI: Trends to Watch in 2023

After several years of steady growth, 2023 marks the year when the global conversational AI (CAI) market should really take off. Analysts expect CAI adoption to expand more than 22% this year alone, with longer term growth likely to exceed $14 billion by 2025. What are the key drivers of this explosive growth in the […]

February 27 2023

The Definitive Guide: IVA vs IVR and What’s Right for Your Contact Center

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Each option has a role in customer service depending on what parts of the customer experience businesses […]

October 19 2022

Adding a Chatbot: Trust a Pro or Build it Yourself?

Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Learning through trial and […]

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September 16 2022

Conversational AI 101: NLU and IVR for Beginners

Artificial Intelligence is what makes automating voice conversations possible. Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives. Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible […]

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April 20 2022

Improving Agent Retention in the Call Center

Agent attrition. These two words are enough to make any call center manager cringe these days. While historically, the rate of agent attrition averages between 35% to 40%, that number has risen dramatically in part due to the ongoing pandemic and the Great Resignation. These days, new hire turnover is sometimes higher than 90% in […]

March 1 2022

Software as a Service vs. Managed Software as a Service

Software as a Service and Managed Software as a Service have their similarities, and that likeness is evident in their names. Yet the difference isn’t as simple as the additional word of “managed.” Their distinctions go beyond that and change the true meaning of each service. What is Software as a Service (SaaS)? Software as […]

December 15 2021

Contact Centers Can Thrive in the Worker Shortage

Whether you’re calling it the ‘Great Resignation’, ‘Great Reshuffle’, ‘Great Recognition’, ‘Great Reprioritization’, ‘Great Contemplation’, (the list really does go on and on), one thing is certain — workers are quitting their jobs for an array of reasons: burnout, better opportunities, unhappiness & lack of fulfillment, poor pay, among others. NOTE: This blog post was […]

November 30 2021

3 Reasons Why You Should Start Every Conversation with AI

Customer experience has been on a path of transformation since the days of “Press 1 for…” Then came “You can say things like… pay my loan, check my balance, or transfer funds,” which became the new way to start a customer service conversation through traditional speech IVRs around 2016. During that time, customers had to […]

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