I recently had the opportunity to speak with Head of Platform Marketing Francisco Kattan and Head of Voice Products Roland Selmer for the debut episode of our video series Communications in Context. The conversation centered on emerging trends that are defining how savvy businesses need to engage their customers. It was a rich topic that […] Read more »
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 […] Read more »
I had the opportunity to participate in a panel discussion at the Opentalk conference where we discussed how the traditional call center is evolving and where it is headed. We had a good discussion so I thought I’d share my thoughts on the topic more broadly. In particular, we discussed two key questions: Why is […] Read more »