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.
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.
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.
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.
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.
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.
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.
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.
Adding peer-to-peer communications to an application is relatively straight-forward. Developers can leverage WebRTC APIs or a CPaaS service to quickly add real time voice and video to their web or mobile app. But, what if you want to hold a meeting with more than two people? How can you leverage powerful WebRTC APIs to build a multi party conferencing application?
A REST API is a simple, standardized method of communication between web clients and servers. The main building blocks of the REST API are the request and the response. Learn about the REST API and how to issue requests and receive response data.
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.
When it comes to analyzing contact center effectiveness, managers struggle to choose the most relevant metrics. Here, we review KPIs that measure customer experience and boost contact center performance.
Growing a business involves lots of moving parts, but no matter how large your customer base gets, customer experience (CX) should hold a top spot among your business responsibilities as your company grows.
As we enter a holiday season still in the midst of the pandemic, consumer reliance on ecommerce will only increase. Retail experts predict that ecommerce retailers could see a boost in sales of 25-35% during this holiday season.