April 03, 2018

CTI Partners for the digital voyage


In the face of increasing end-customer engagement digitalization, leading cloud providers offer compelling advantages to businesses. Much has been said about the agility, seamless connectivity, and smart analytics of cloud solutions, which provide direct and added values in the digital evolution of organizations, but let us not forget this important tip by Steve Jobs. With […]

March 06, 2018

Calls volume in the digital age


With digital technologies, organizations transform the way they engage with customers; yet paradoxically, call volume remains high More and more organizations are increasing their investment in digital solutions to engage with their customers. They aim to facilitate customers’ access to services and focus on any touchpoint that may represent a competitive advantage. Within the framework […]

February 06, 2018

Good implementation of Bots must NOT aim to replace human agents


Once business transactions move into what is called conversational commerce, all business activities currently managed by an exchange of static forms and transactional interactions will shift into conversational processes mode. As more and more businesses accept the idea of Bots, we increasingly see the adoption of this concept in customer relations management at various touchpoints. […]