Innovating with IVR

IVR is still the workhorse in the contact center, with clear and proven value propositions like cost reduction through automation, or 24/7 availability of information. Well-designed IVR can work hand-in-hand with agents in the contact center, and ensure a smooth handover from digital channels such …


How we deployed Edward the SMS chatbot on Amazon Echo in 30 Minutes

A few weeks ago, I introduced you to Edward. Weeks later, we are still being approached from analysts, customers, partners, other vendors, who all want to hear more about this exciting project. It is still very early, but seeing the first guests interact with it …