If It’s a Tornado, Just Text Me

Automated messaging must be highly relevant and user-specific

Are You Ready for Mobility Care?

Tie app into the contact center to create seamless interactions across customer entry points

The Rise of Proactive Customer Care

Anticipating needs delivers benefits in customer service, sales/marketing, and government

Speech Technology Satisfies Various Needs

Speech-Enhanced Customer Service Gets a New Look

Multichannel solutions meld proactive outbound alerts and notifications with inbound capabilities

Multimodal User Interfaces Supplanting Voice-Only Apps

Trend driven by statistical language models, speaker verification, video clips, and multilingual apps

Unhappily Ever After

A fable about the limits of expertise

Is the Cloud Your Answer?

Many questions need to be asked to reach the right conclusion.

Why Reject the Premise of Hosted IVR Benefits?

The capital benefits will help sell the idea to the CFO.