Why Hosted CC in India is a NO – GO
Let me confess that, I am a thorough born & bred Indian and hold Indians & our “Indianess” in high regard. Having said that, I am also cognizant of the fact that Indians by nature are a race...
View ArticleImproving the CX with IVR
When IVR (Interactive Voice Response) systems were first introduced, many companies immediately recognized the potential value it could bring on to their business. In addition to a reduction in...
View ArticleProActive Intelligence – Predictive Analysis on Customer Behaviour
The key point behind customer service is customer satisfaction. Today most of the customer contact channels are built around a very basic understanding of what the entire customer base might need in...
View ArticleSoftware Defined Networking (SDN)– Beyond the Hype
Being a technology professional who has dabbled in IP Networking since it revolutionized the world at the turn of the century, I have always been amazed at the sheer brilliance of technology ecosystem...
View ArticleThe Visual Advantage for Customer Interactions
As Contact Center professionals we know that the core drivers of any business are: customer acquisition, customer retention and customer development. Aligning the business to these drivers opens up a...
View ArticleGoing Wireless!
Go Wireless – it is the new age mantra that enables you to connect to the world on the fly. It makes the anywhere anytime any device (the ones that support this technology of course!) access a reality....
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Voice Biometric : The new age authenticator
The world is increasingly turning digital today. This essentially translates into development of newer customer applications and services, increasing number of accounts being created and an equal...
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Creating Value in Digital Customer Engagements
Digital for many, refers to technology encompassing SMAC (Social Mobile Analytics Cloud) or IoT (Internet of Things), while for others it may refer to a new strategy or even setting up of an adjunct IT...
View ArticleCloud: It’s all about WHEN and not IF
The key characteristics that define a dynamic and ever evolving B2B space across organizations and geographies are in the imperatives driving the C-suite and can be outlined as, • CEO imperatives:...
View ArticleBYOD in Healthcare
BYOD, or Bring Your Own Device, is a topic of communication and connectivity that touches organizations across markets and across verticals from finance to manufacturing to healthcare. Adoption of...
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