Before the explosion of the Internet and social media, voice was the dominant customer service channel for any inquiry – simple or complex – because there was simply no alternative. Now, with the advent of digital channels, a common misconception is that voice has been rendered obsolete.
Topics: interactive voice response, omnichannel, voice platform, digital workflows
Since digital transformation is the integration of digital technology into all areas of a business, at some point all enterprises embarking on this journey must address this challenge...
Topics: customer experience, CTI, hybrid cloud, digital transformation, DX, CTI Connector
Topics: customer experience, digital transformation, DX
Topics: interactive voice response, hybrid cloud, ServiceNow, customer engagement, CSM, ITSM
