5 posts.
The short answer is yes. So how do you go about doing it? Context! Context can remove the need for an IVR. Context can make speaking to a customer service representative easy, quick and painless. Context can have a customer speaking to an agent in under 10 seconds. How? To
There are many approaches to mitigating contact center fraud. Each approach has its pros and cons. Some are easy to implement but also relatively easy to bypass. Some are more effective but create a poor user experience for both agents and customers. Others offer excellent
Over the top applications can deliver great call quality if you engineer them well. I’ve touched on the power of adding real time communications channels like voice and video to mobile applications in the past. The context gained by adding in application calling from something
Interoperability – Does the SBC you’re considering have proven interoperability with all the vendors in your network? How about your SIP trunk providers? Does the SBC have the ability to manipulate and modify any and all messages on the fly to enable your Call Manager to talk to
Communications is now a feature. An expected feature for mobile applications. Forward looking enterprises are embedding communications within their applications. They are also extending their applications out into communications channels such as WhatsApp, Facebook Messenger and