In Context

The next-generation communications blog from Nexmo

Category: Contact Centers

For Customer Service Chatbots, Promise Is Ahead of Performance

October 27, 2017 Published by // // // //

Effortless interaction between humans and computers, so smooth that the humans don’t even realize they’re conversing with a machine. That’s the promise of chatbots. And yet, the reality today is rather less impressive. While some will tell you that chatbots are going to change how you do business, there’s a good chance that today’s chatbots […]
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The Communications Trends Defining Next-Gen Customer Engagement

June 26, 2017 Published by // // // // // // //

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 […]
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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 Future of Customer Engagement: 3 Key Trends to Watch

December 5, 2016 Published by // // // // // //

In the early 1980s, children at a school in Nicaragua did something remarkable: they spontaneously created a language. Brought together for the first time in a school for deaf children, they had no shared sign language and so they developed their own. The result, ISN (Idioma de Señas de Nicaragua), is a grammatically complex, expressive […]
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