customer experience

Data management is a crucial aspect for any business, as accurate cataloging and retention of information is essential for smooth operations. It is important to ensure data is stored securely and backed up effectively to avoid…

How XCALLY was born XCALLY was born from the passion of a group of contact center professionals and their vision of what customer care should be. Since 1996, experimenting with Voice over IP solutions and using…

IVR stands for Interactive Voice Response: interactive voice response, which is a technology that allows customers to interact with a telephone system through a voice menu configurable to a company's specific needs. IVRs are increasingly established…

One of the biggest challenges facing every brand today is managing increasingly complex customer care & experience processes. Providing the best customer service requires the orchestration and governace of multiple channels and tools. To do this,…

In this case study, we will analyze how the use of omnichannel and reporting tools has allowed a leading company in the logistics sector to optimize the management of contact center and improve business, using the…

Conversational artificial intelligence refers to those technologies, such as chatbots and virtual agents, with which users can interact. Conversational AI employs big data, machine learning and natural language processing to mimic human interactions and recognize speech…