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Legacy support systems were built for a different era of gaming, when updates were rare, feedback came through emails, and “player support” meant waiting days
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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,
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
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
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
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
This week, Audible, the Amazon-owned audiobook subscription service, announced a new integration with Amazon’s Echo for contacting a voice support channel and receiving personalized book
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