WEBINAR: A digital-first strategy for customer engagement
Thursday, Nov. 4, 10 a.m. BST | 11 a.m. CET Click Here To Register Customers are increasingly opting to engage digitally with the companies they do business with. This has as much to do with the continuing demographic shift to predominantly digitally native consumers as it does with changing communications preferences. In light of these […]
Why text messaging should be part of your omnichannel customer service strategy
By mGage Americans spend about five hours a day on their phones, according to TechCrunch. Consumers expect customized and genuine engagement in real-time, across all communication channels. This trend toward personalized conversational messaging isn’t going away, particularly in the business world. As a result, SMS has become a popular platform among businesses for customer service. […]
INDUSTRY SPOTLIGHT: Infobip global cloud communications platform
Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, with easy and contextualized interactions over customers’ preferred channels. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication, security and contact center solutions help clients and partners overcome the […]
INDUSTRY SPOTLIGHT: Infobip global cloud communications
Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, with easy and contextualized interactions over customers’ preferred channels. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication, security and contact center solutions help clients and partners overcome the […]
INDUSTRY SPOTLIGHT: Altitude Software omnichannel solutions
Altitude Software is a global provider of omnichannel solutions that unify all customer interactions whilst providing an exceptional customer and agent experience. Altitude Xperience is a complete omnichannel cloud contact centre service that powers more effective and efficient multimedia communication between your organisation and your customers, and is applicable to all industries who focus on customer […]
Five reasons contact centres are moving to the cloud right now (or should if they aren’t already)
By Martin Taylor, Deputy CEO at Content Guru We are on the precipice of another great cloud migration. It’s something we’ve seen with data storage, software and consumer services and over the next few years, we will witness the same journey in the contact centre industry – from the on-premises contact centre of old, to […]
4 reasons you need live chat today
The implementation of live chat, chatbots and virtual assistants has grown exponentially. In fact, it has become the most popular channel for adults, with 75% saying they prefer queries to be handled via live chat. We, at giosg, have put together a few key reasons why you should implement live chat today: Efficiency! Live chat […]
CX and contact centres: What will change in 2019?
By Peter Tetlow, Client Solutions Director at Ventrica In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the customer experience (CX). However, this prediction missed one critical factor: the customer. With this in mind, Peter Tetlow, Client Solutions […]
Digital channel use gaining ground – and it’s not because of AI Chatbots
Use of digital channels by consumers to contact brands is gaining ground on more traditional methods, with email doubling and chat tripling among US consumers in 2018, according to a new study. However, the research by NICE inContact also found that use of “automated assistants” or chatbots by consumers for recent service interactions is still […]
GUEST BLOG: The foundational pillars of omnichannel success
By IFS | mplsystems Many organisations want to provide an omnichannel experience, but few are actually doing it well consistently. If you’re a contact centre leader who’s been challenged with leading the omnichannel charge, you’re probably wondering what it takes to make, or break, a successful program. More importantly, what are the components necessary for […]
