Aspect’s acquisition of Voxeo several years ago was largely motivated by the success and innovation of their long-standing “design once, deploy anywhere” concept that gives customers the freedom to add voice and text self-service channels with minimal effort. Combine that with Aspect’s history of delivering …
Alyx Kaczuwka
No Service Is The New Service: Bots, VRM and Delegating To Myself
I make jokes regularly in the office about how I’m going to use Aspect’s interactive text response and natural language understanding platform to build an AlyxBot that will attend meetings for me and report back. (If any of my coworkers are reading this and feel …
Facebook, The Commerce Engine?
I’m in a neighborhood “garage-sale” type group on Facebook and this weekend, spotted something I wanted to buy. When I started the conversation with the seller, Facebook showed me this message:
Facebook announced peer-to-peer payments about a year ago as a handy way to, for example, …
Tay Tay
Microsoft promised that Tay, their experiment in millennial-inspired artificial intelligence, would be an “AI chatbot with zero chill.” She delivered more than expected in fulfilling the “zero chill” part of the description, and had to be disabled after just one day, due to a series …
How WebRTC Can Improve Landing Page Conversions
If you’ve ever clicked on a Google or Bing ad (admit it, most of us have…) you may have noticed that the “landing page” for the ad is very different from the home page of the company’s main site. Clicks are expensive – for example, …
Still Talking Into Your Phone? How Quaint!
In the April 2015 issue, Vanity Fair published results of a survey they conducted that’s near and dear to our hearts as well – the pervasiveness of mobile technology and how we use it. Intriguingly enough, a full 87 percent said they agreed we are …
New Augmented Chat Solution Adds Rich Media to Customer Interactions
They say a picture is worth a thousand words. It’s as true for customer service as it is anything else in life. There are so many instances these days where you might find yourself wishing you could just point your phone at a device and …
Agent Capacity in an Omni-Channel World
In a modern contact center that accepts voice, web chat, email and even video inquiries from customers, it can be even more complicated to correctly manage a blended queue. When all of your agents are busy, does that incoming web chat need to stay in …
Seek Out These 11 Advantages in a Cloud Contact Center
If you’re considering a Cloud-based contact center solution, you probably already realize that not every Cloud was created equal. In fact, when you look past all the promises, some solutions turn out to be much more “fluff” than substance – and that’s no way to …
Are We Bending over Backwards for Consumers, or Getting Bent out of Shape?
By now you’ve probably read the Craigslist post from a restaurateur who compared old and new video footage of patrons in his or her restaurant in an attempt to understand why his service wasn’t being regarded as highly as it had been. (It was flagged …