In Context

The next-generation communications blog from Nexmo

Category: Cloud Communications

3 Tactics to Make Your Contact Center Millennial-friendly

June 6, 2017 Published by // // // // // //

Have you heard? Voice is the hot new thing. We speak to machines with the same ease as when we’re conversing with humans. Yet something curious is happening: people are making fewer voice calls. In 2014, a Gallup poll found that 68% of American 18- to 29-year-olds—the oft-maligned, yet frequently exalted Millennials—had used text messaging a […]
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Human Plus AI Conversations in the Contact Center

June 1, 2017 Published by // // // // //

In this Communications in Context video segment, Head of Platform Marketing Francisco Kattan explains human plus conversations, an emerging customer engagement concept where artificial intelligence makes human agents more efficient and customers happier. (To read the full transcript, scroll below the video.) Human Plus AI in the Contact Center (Full Transcript) Francisco Kattan, Head of […]
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The Omnichannel Customer Experience Explained

May 25, 2017 Published by // // //

In this Communications in Context video segment, Head of Voice Products Roland Selmer breaks down the omnichannel customer experience and explains how businesses and developers can employ it to deliver exceptional customer experiences and high customer engagement. (To read the full transcript, scroll below the video.) What Are Omnichannel Customer Experiences? (Full Transcript) Roland Selmer […]
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3 Key Trends Shaping Customer Engagement

May 12, 2017 Published by // // //

In this Communications in Context video segment, Head of Platform Marketing Francisco Kattan identifies three emerging trends in communications and artificial intelligence (AI) that will shape the future of customer engagement. (To read the full transcript, scroll below the video.) 3 Key Trends Shaping Customer Engagement (Full Transcript) Francisco Kattan, Head of Platform Marketing at […]
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A History of Telecommunications: How Telecoms Became Just Another Interface

April 18, 2017 Published by // // // //

Scroll through our interactive timeline to learn how telecommunications went from an expensive monopoly service to a commodity that developers can integrate into everyday business applications through cloud communications APIs. Telecommunications has come a long way in just a few decades. Until the early 1980s, party lines—telephone loop circuits where multiple homes would share a […]
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Introducing the Nexmo API Extension for Zoho CRM

March 30, 2017 Published by // // // // //

Why are we so happy to announce the integration of Nexmo communications APIs with Zoho, the cloud CRM and business application platform? Because the Nexmo Extension for Zoho enables businesses using Zoho CRM to implement a type of customer interaction we’re very big believers in: contextual communications. To quote our president, Tony Jamous, “Whether it’s a busy […]
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How Artificial Intelligence in the Contact Center Will Work

March 29, 2017 Published by // // //

The contact center of the future will anticipate a customer’s inquiry and predict what they’ll want to talk about. It will even provide appropriate support throughout the interaction, all thanks to artificial intelligence (AI). But this isn’t a story where computers replace humans. Instead, you can think of it as human-plus: AI will help humans–whether the […]
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Enhance Your Applications with Contextual Voice Capabilities

March 16, 2017 Published by // // // // //

Even in these days of ubiquitous text and chat communications, voice still plays a significant role in the way people connect with brands and with each other. Voice enables customer experiences that aren’t possible with text alone. If your applications are using only text for customer interactions, you may be missing out on a number […]
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Harness the Power of Contextual Communication for Better Customer Experiences

March 8, 2017 Published by // // // // //

A buzz has developed around the concepts of contextual communication and omnichannel communication in the business world and for good reason.  These concepts can have a powerful impact on a critical, yet too often failing, aspect of any business: customer experience.  The state of customer service today, for example, is broken. Long hold times, generic […]
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