Notifications Will Be a Differentiator in 2014 and Beyond
Mobile push notifications are an important part of our everyday life. We choose how they come to us, what they report and when it is reported.Notifications can save lives, time, money and help keep us...
View ArticleTalk to Me Goose
1986 was the year the cinematic classic “Top Gun” came out on the big screen. It’s also happens to be the year West Corporation was founded. Even though it was a fascinating time for technology, not...
View ArticleHow Your Devices Learn to Talk to You
We may still be a few dozen years away from everyone having their own personal robot, but in a lot of ways, the future has arrived – especially in the realms of automatic speech recognition (ASR) and...
View ArticleDrive Holiday Results With a Multi-channel Engagement Strategy
Customers already want information immediately and conveniently but during the hectic holiday season - providing this information when they need it and how they want it, can be a differentiator and a...
View ArticleDid You Know That Sometimes Customers Text Back?
Engaging and having valuable conversations with customers is a top priority for companies. Many utilize one-way SMS texting to communicate with their customers as part of a multi-channel communication...
View ArticlePaving the Way for Your Connected Customer
Your customers think about interaction with your brand as if it’s all about them – and in many respects, they’re right. At the end of the day, if they’re choosing to connect with your company (which is...
View ArticleUrgent Communication? Utility Customers Tell All
In the utility market, automated solutions like IVR aren't just a “nice to have;” they’re absolutely critical channels. When approached intelligently, inbound and proactive voice solutions have the...
View ArticleWhen IVR Gets Personal
What’s news when it comes to the customer experience? Magic is expected. People want to be able to help themselves. Many users would rather clean a toilet than talk to customer service. Investment in...
View ArticleInsurance claim spin cycle
My washing machine croaked. This all went down months ago, but I can’t rinse away the memory because my insurance company seems to be taking us for a spin. Speed and transparency of the claims process...
View ArticleOne-on-One Text Conversations Make Customer Care Easier
One-to-one agent-based support is expensive, which explains why many organizations adopt proactive communication strategies to preempt some of customers’ inbound service needs. SMS/text messaging...
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