A few weeks ago, I was heading home in a car with two of my friends. Oblivious to the hustle of the commute and barely attentive to the idle chatter, I was zoned back into the moment when my friends started talking about artificial intelligence. …
Ayesha Borker
Ayesha works as a Solutions Consultant at Aspect. She holds an expertise in Self Service applications across all major vendors in the contact center industry. Having worked in several roles from engineering to consultation, she is a rationalist and problem solver. She is a travel geek, lifelong writer and will always welcome a plate of donuts.
Conversational systems are the future and there is no running away from this dialogue
Recently, I stumbled upon a very interesting video by one of my favorite music composers -Hans Zimmer. It was an introductory clipping of his online music tutorial -MasterClass, where he was trying to explain to his prospective students how composing music is a fairly simple …
Using Voice Biometrics to Secure your IVR and Shorten the Call
When we think about biometrics, our minds could quickly drift to the elaborate authentication sequences of sci-fi/heist flicks, with vaults of gold guarded by impenetrable layers of iris, fingerprints or voice scans. Yes, we also envision an antagonist slowly breaching security, crawling across invisible lasers …
Is Your Contact Center Future-Ready?
In the midst of the rapidly changing dynamics of customer service, a question most companies could ask themselves today is: “Are we really giving our customers what they want?”
A tricky question indeed, primarily because it can invite a variety of answers. While a few may …
Making IVRs act more natural: Personalizing your IVR through CRM integration and dynamic menus
For quite a while now, the face of any contact center has been the Interactive Voice Response System (IVR). When customers dial the toll free number hoping to have their queries resolved, it is their first step inside the door of a business and what …
Chatbots: The Force Awakens?
A long time ago, in a galaxy far, far away. It was the time of self -service and the emergence of new entities called ‘chatbots’. Many were trying to get hold of the new technology and a few more trying to understand where it came …
What is a customer engagement center and why does your company need one?
There are ample technologies in the market today that promise to deliver singular solutions to business problems or assure enhancement of customer satisfaction. But while companies can become paralyzed during the process of selecting solutions from the myriad of choices on the market, it is …
The App-olution: How apps have evolved over the years and where we see them going
A lot has happened since the last time people were excited to do simple math on calculators on their phones. We now keep track of our health via wearables. Apps have surely progressed a long way in terms of their functionality, ergonomics, aesthetics, accessibility and …
Why the Logistics Industry needs Cloud ‘delivered’ or Self-Service ‘dispatched’?
A friend of mine noted that he rarely visited shopping malls. Surprised at his own observation, he remarked that walking out of a mall with huge bags, loading them onto the trunk of his sedan was a long forgotten memory. The reason of course was …
Women. Technology. Days: Here’s How We Roll!
Last Tuesday (8th March), the International Women’s Day was marked with steadfast fervor across the world. While the United Nations declared the theme for 2016 as “Pledge for Parity”, I personally believe that the need for bringing social, economic and political equivalence for women has …