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Voximplant plans 2022 Series C to support cloud communication platform, CEO says

New article about Voximplant by Deborah Balshem, Mergermarket

4 IVR Strategies That Take Your Customer Calls from Good to Great

Interactive voice response (IVR) systems are meant to make customer calls more efficient—but sometimes they get in the way.

6 Industries that Must Use Voicebots: Why and How

Voicebots can lift the load off human operators for any business. In these six sectors, they are a must if you want to trump your competition.

Voximplant Kit vs Talkdesk: Comparing contact centers for the small and medium enterprise

Any contact center manager considering a new cloud communications solution needs to do their “due diligence” before choosing a provider, including those in small to medium enterprises. The stakes are high for SMEs because your needs are unique and there are significant differences in the available providers. Your decision not only affects your organization’s budget, but also its business processes, customer experiences, and agent work environment.

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How IP Messaging Features Hold the Key to E-Commerce Success

Advanced IP messaging apps include a range of use cases – from standard user-to-user chatting to AI-powered chatbots. In this article, we cover the benefits that IP messaging brings to the e-commerce industry.

Personalized Service 101: What it is and How to Deliver it

For many consumers, personalized customer service is key to good customer experiences (CX). According to a 2020 survey by Gladly, close to two-thirds of respondents said that “lack of personalization makes [them] feel like a ticket number.” Businesses wishing to meet and exceed customer expectations need to make personalized service a top priority. But personalization goes beyond making movie recommendations or using a customer’s name in an email subject line. When it comes to personalized service, it’s paramount that you deliver relevant, valuable, and speedy support to promote positive customer experiences. In this article, we’ll break down what personalized service means, why it’s so important to CX, and how you can deliver personalization service to your customers.

Where CPaaS Deploy their Networks - a Comparison

A couple weeks ago, Amazon Web Services (AWS) experienced an outage in its US-EAST-1 region. As so many services rely on AWS, this outage had a broader impact, causing outages and various issues with Amazon’s own Ring services, online retailers, and even the New York City MTA. In addition, a couple major Communications Platform as a Service (CPaaS) providers also reported issues (Voximplant was not impacted), potentially impacting the communications of many of their customers. With this in mind, now is a good time to look at how CPaaS offers leverage public cloud infrastructure and review the factors involved in providing reliable, high quality communications services. In this post we will review the public cloud infrastructure used by several major CPaaS vendors and discuss the implications of their choices.

5 Tactics to Strengthen Your Contact Center Operations with Technology

In our fast-paced, digitally focused world, customers want personalized service at lightning speed. A Hubspot survey of 1,000 customers found that 90% of people expect a response from a live customer service agent in ten minutes or less. Because expectations are so high, the pressure is on for customer service agents to consistently provide quick, high-quality customer experiences. Offering an elevated level of service with such a fast turnaround is next to impossible with manual support alone. And even if you have some digital tools in your tech stack, traditional contact center technology can fall short when it comes to efficiency. That’s why choosing no-fuss technology that automates your contact center’s routine operations is essential for making tasks more manageable for your agents.

Speech Technologies For Your Business – The Future of CX

Striving to offer the best service possible, contact centers are usually very quick to adopt new technologies and try out innovative solutions. Successful implementation of speech technologies can create a great competitive advantage for a company.

What is a No-code Contact Center?

If you’re involved in evaluating cloud contact center services, you’ve likely recognized two distinct categories and a big difference in the amount of technical expertise required to implement them. You’re attracted to the ease of use offered by contact center as service (CCaaS) offerings, but their fixed functionality doesn’t fit your business needs. In contrast, a cloud contact center built on a communications platform as a service (CPaaS) offering provides unlimited flexibility, but requires expensive software development resources to build a complete solution.

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What Are Voice Bots And How They Can Help You

Voice bots are AI-powered software that can understand natural language (NLU) and synthesize speech in order to converse with people. Voice bots can run automated call campaigns for various purposes, put data into your CRM and route calls to the appropriate agents.

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How to Evaluate VoIP Providers Based on Low Latency

VoIP providers minimize latency by supporting point-to-point SIP calls, operating a global POP network and maintaining modern codecs. Dip into our guide and choose your VoIP provider wisely.

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Choosing Ecommerce Contact Center Technology: Challenges and Features to Consider

Discover which contact center technology features help you tackle the challenges of ecommerce customer experience with ease.

Integration

Move Over CTI, Direct CRM Integrations Rule

Computer telephony integration (CTI) connectors deliver increased contact center efficiency and better customer experiences, but their cost and complexity has limited adoption to large enterprises.

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Don’t Build VoIP Servers. Come to the CPaaS Side

Voximplant serverless architecture provides a simpler alternative to deploying traditional VoIP servers in a datacenter. Voximplant APIs offer developers scale and on-demand communications services. Learn how easily you can create VoIP services in the form of Voximplant-based apps.

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Customer Service Optimisation Trends of 2020

Our experts have identified 9 important customer service trends that you should know about if you want to keep up with competitors and improve the overall customer experience. Let's take a look at how customer service is changing along with technology in 2020.

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Call Tracking: Why Should Your Business Use It?

Analyzing sources of customer requests is a very important business task. When you’re dealing with web traffic, it’s fairly easy to do — businesses can get behavioral customer data with the help of services like Google Analytics. However, when it comes to calls, it might get difficult. Call tracking is a simple solution.