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In our last post ‘How outbound text messaging can improve the customer experience’, we outlined some of the benefits of integrating outbound text messaging in your contact strategy. As with any channel, the success of those interactions will be dependent on an understanding of who will be using the service, how the text messaging fits with the wider...

Topics: IVR Design, featured

By Helen Casewell
August 30 2017

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What if there was a cheap, quick and effective way to reduce customer effort, provide proactive updates, and to increase customer satisfaction? This is where outbound text messaging comes in. Text messaging offers great opportunities for providing proactive messaging and in reducing caller effort, but not all brands are utilising those benefits.

Topics: IVR Design, featured

By Helen Casewell
August 23 2017

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Everyone’s talking about AI… and chatbots.  Like ‘the cloud’ 5 years ago, if your product isn’t powered by AI forget it.  If you believe everything you read you’d think AI is the answer to everything from driverless cars (which it is) to natural and engaging chatbots, intelligent assistants and IVR systems (which, unfortunately, it isn’t).

Topics: Artificial Intelligence, featured

By Kerry Robinson
August 08 2017

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With the surge in voice-controlled devices, conversational interfaces for virtual assistants will go mainstream in 2017. Ask these 5 questions before you start.

Topics: IVR Design, featured, virtual assistants

By Helen Casewell
March 14 2017

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Are intelligent assistants like Siri and Alexa the next big thing in customer service? It’s starting to look that way – but the customer experience has to be right.

Topics: IVR Futures, featured

By Kerry Robinson
August 10 2016

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