Interactive Text Response Showcase - Bots for your Customer Service

With the release of Facebook's bot platform for Messenger, businesses are struggling to understand what these "text bots" can do and where they fit in a broader customer engagement strategy. In this session, we'll introduce the concept of Interactive Text Response (ITR) as a natural evolution of IVR, and will show various use cases of the technology for customer service, and how it fits into the c . . .

May 25

Extreme Call Deflection: Utilizing your Digital Arsenal (Dude!)

Today, 64% of consumers begin their journeys online, and over 70% will seek live agent assistance if they can't get what they need done on the website. . . .

Jun 14

Tech Tank - Innovations and Trends to Enhance the Customer Experience

Learn how organizations of all sizes are taking advantage of cost-effective innovations and techniques to deliver consistently satisfying customer care. . . .

Jun 16

Robots in the Contact Center Are You Ready for the Next Wave?

Robotic Process Automation (RPA) has been proven to provide 40% - 75% cost reductions -- double what can now be achieved by traditional methods of optimizing operations. In addition, the RPA model is scalable and independent of changes in labor costs. . . .

Jun 21