While traditional press-one-for-support menus served us well in the past, today’s consumers are looking for a much faster, more conversational, human, and less robotic experience. Next-generation IVRs change the game by harnessing the power of Artificial Intelligence...
Traditional security models for voice communications in cloud environments have been based on centralized analytics in the cloud. These systems provide visibility over call traffic on a large scale, but have two key limitations: detection and response are inherently...
In heavily regulated industries, a simple conversation over the phone can have serious legal, financial, and reputational ramifications. Whether it is a bank approving a wire transfer, a doctor discussing a patient’s health, or a law firm sharing sensitive client...
Words are important in customer service, but not as important as feelings. Call duration or resolution are typical call metrics, but they don’t reflect how customers feel during or after a service interaction. Progressive enterprises are no longer trying to focus only...
Sustainable cloud telephony works to find the right balance between the communication needs of modern enterprises and the environmental impact of cloud-based communications. Sustainable telephony reduces the carbon footprint of cloud-based voice solutions to empower...
