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Cross-Functional Collaboration: Use Managerial Input to Make Customer Communications Shine
Managers: they're an undervalued resource. Besides keeping employees motivated and ensuring your organization maintains cross-functional collaboration, they also provide ...
Bot Usability and User Experience Goals: Do’s and Don’ts
We've all been there: waiting on hold as a recorded voice tells us that our business is important and ...
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For Customer Service Chatbots, Promise Is Ahead of Performance
Effortless interaction between humans and computers, so smooth that the humans don’t even realize they’re conversing with a machine. ...
The Communications Trends Defining Next-Gen Customer Engagement
I recently had the opportunity to speak with Head of Platform Marketing Francisco Kattan and Head of Voice Products ...
3 Tactics to Make Your Contact Center Millennial-friendly
Have you heard? Voice is the hot new thing. We speak to machines with the same ease as when ...
Human Plus AI Conversations in the Contact Center
In this Communications in Context video segment, Head of Platform Marketing Francisco Kattan explains human plus conversations, an emerging ...
Contact Center Evolution: What’s Changing and Why
I had the opportunity to participate in a panel discussion at the Opentalk conference where we discussed how the ...
AI Powered Chatbots Augment the Future of Customer Service
Fully cognitive artificial intelligence (AI) is not here yet, but something that feels like it is here now and ...