In Context

The next-generation communications blog from Nexmo

Category: Customer Support

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 […] Read more »

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 […] Read more »

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 […] Read more »

AI Powered Chatbots Augment the Future of Customer Service

April 14, 2017 Published by // //

Fully cognitive artificial intelligence (AI) is not here yet, but something that feels like it is here now and already helping businesses create better customer experiences. That something is AI powered chatbots. This was one of the key takeaways from an April 13 VentureBeat webinar titled Customer Support: Unleash Your Superpowers with AI. Stewart Rogers, VentureBeat […] Read more »

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 […] Read more »

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 […] Read more »

New Nexmo Reporting Features Deliver Insights and Value to Customers

February 22, 2017 Published by // // // //

As a cloud communications provider, we know we can’t just offer message delivery through our  robust platform. Our customers  also need a way to ensure they’re getting the optimal performance from our solution. This is why at Nexmo we’re happy to announce a few new features to help deliver insights into your applications. SMS Reports by Country With […] Read more »

Redesigned Dashboard Start Page Gets Nexmo API Customers Up to Speed Faster

February 3, 2017 Published by // // // //

You’ve signed up for a Nexmo account (a wise choice, indeed), and you’re ready to deploy a stellar communications experience for your users. The only thing standing between you and the happy customer interactions you’ve designed is the time it takes to start making Nexmo API calls. But where to begin? Thanks to our own […] Read more »

Nexmo Recognized as Top Global A2P SMS Messaging Provider and Customer Service Champion by Leading Mobile Carriers

June 30, 2016 Published by // // //

Roaming Consulting (ROCCO), a leading telecommunications research firm, recently conducted extensive “Vendor Performance Reports” with over 500 mobile network operators (MNOs) to better understand how vendors in the market perform in customer service and A2P (application-to-person) SMS messaging. Championing Customer Service While many vendors offer services internationally, there are complex, specific challenges that come with […] Read more »