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Imagine trying to buy something you need, but the instructions are in a language you barely understand—frustrating, right? Now, imagine that frustration multiplied across cultures
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Listening to elevator music while waiting endlessly for a customer service agent to come on the line is becoming a relic experience for consumers. Today,
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IoT devices and sensors produce five quintillion bytes of data every day, and a recent Gartner report estimates that by 2020 there will be more
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Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from
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In 2016, Microsoft CEO Satya Nadella declared that “bots are the new apps” during a company developer conference in San Francisco. He wasn’t the only
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Today, brands have the luxury of being able to pick and choose the software tools that best suit their specific organizational needs. For example, there
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Business to consumer brands require a specific B2C customer service solution. They’re dealing with massive scale, rely heavily on high customer satisfaction ratings — and
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