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Reskilling the Contact Center for the AI Age
Concerns about automation are not new. It was 1930 when the economist John Maynard Keynes coined the phrase “technological ...
Bots, Assistants, and AIs: What Roles Do They Play in Customer Communication?
Automation in customer communication has long been a tempting prospect. From IVRs to newsletters to marketing automation systems, the ...
Voicemail’s dead. What now?
Three years ago, Coca-Cola removed voicemail from their corporate headquarters. Rather than being a one-off, it seemed to be ...
Nexmo Integrations with AI Vendors for Real-Time Intelligence
Nexmo has long led the charge in providing you with the tools to add contextual communications to your applications. ...
Exploring the Benefits of CPaaS: Past, Present, and Near-Future
In a 2017 white paper, Frost & Sullivan excellently articulated a problem statement for communications platform-as-a-service (CPaaS) solutions: Though ...
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 ...
The Future of Bots: Voice as the Primary Computer Interface
In my college days, I had serious doubts about voice ever becoming a viable computer interface, but the rapid ...