Here’s a reality check about customer experience that might surprise you: while most businesses are still juggling disconnected customer service channels, the industry leaders have already moved to something far more sophisticated. They’re not just managing customer interactions, they’re orchestrating them. The Customer Experience as a Service (CXaaS) market is projected to grow from USD […]
In an age where business communication is dominated by chatbots, you might assume that customers rarely pick up the phone to contact businesses. But the reality is quite the opposite. Calling remains one of the most common ways people seek support. This trend holds true even for the popularly text-preferring millennials and Gen Z. According […]
Contact center software applications have been around since digital call centers first appeared. However, lately Gen AI has changed the playing field for everyone, and that’s how many CcaaS providers are leveraging from it. Even tech giants like Microsoft and Amazon are bringing their influence from related industries into the contact center industry. And it’s […]
With its recent advancement, it is safe to say that AI is building the world. Technologies like Agentic AI no longer just give recommendations; they take action. According to a recent study, agentic AI is expected to be built into 34.6% of enterprise software by 2028. This is a huge leap from under 1% adoption […]
Microsoft has officially announced that Skype will shut down on May 5, 2025, marking the end of an era for one of the world’s most recognizable communication platforms. The move is part of Microsoft’s broader strategy to focus on Microsoft Teams. They believe that Teams offers more advanced collaboration and meeting features compared to Skype’s […]
When it comes to strategic planning, most businesses rely on periodic reports, quarterly reviews, and historic patterns. But with the advent of social media and instant communication platforms, the game has changed. Modern customer expectations are now driven by instant gratification. 41% of your customers prefer speedy, personalized responses through live chat over other communication […]
What if your call center could handle twice the workload in half the time, without overwhelming your agents? That’s exactly the kind of efficiency AI brings to the table. From automating routine tasks to predicting customer needs before they even reach out, AI is transforming the way contact centers operate. It’s not just about saving […]
Customer expectations continue to increase beyond the speed of technological development. Making exceptional customer experiences non-negotiable for businesses today. To meet these expectations, we assessed customer behavior and concluded that an omnichannel communication strategy is a must. Since the end customer uses multiple channels to engage with any business, it only makes sense to offer […]
Here’s a reality most business owners face: You think you have your finger on the pulse when it comes to customer delight. But when customers try reaching you, they hesitate. The long-distance charges make them think twice. Or worse, your local number makes you look too small to handle their needs. And if you think […]
Compliance with industry laws, government regulations, and internal policies is more than just a checkbox—it’s a necessity. Every violation, no matter how minute, can cost you time, money, and other resources. Did you know that customer data breaches alone cost businesses an average of $4.45 million per instance? Many of these breaches stem from overlooked […]
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