The global pandemic has accelerated IVRs’ evolution from an off-putting electronic gatekeeper into more helpful intelligent virtual assistants.
Articles
Amazon CCI and Conversational AI’s Commoditization Continuum
Amazon Web Services (AWS) announced several new partnerships and offers surrounding its Contact Center Intelligence (CCI) solutions.
The Commercial Case for Intelligent Authentication
This next installment of the “The Business of Intelligent Authentication” video series delves into the real-world realities in developing the commercial case for customer authentication and fraud prevention.
Guest Post: Voice in 2021: From Hype to Value?
2021 promises to be a year of transition for voice assistance and audio services, including Alexa, Google Assistant and Bixby.
Welcome to 2021: The Year of Ubiquitous Intelligent Assistants
By the end of 2021, Intelligent Assistants (IAs) of the automated variety will be everywhere.
Getting Contact Center Authentication Right in 2021
In this first installment of the “The Business of Intelligent Authentication” video series, Matt Smallman and Dan Miller address the security gaps of customer authentication in contact centers.
Face-to-Face With the Brand Through Zoom (Now Powered by AI)
In launching a marketplace for integrations and bots, Zoom is enabling enterprises to deliver compelling, branded videoconferencing customer experiences
Marchex’s Marketing Edge Demonstrates the Power of Conversational Intelligence
Leveraging NLP, conversational analytics and machine learning for call tracking and attribution can improve digital marketing performances.
Opus Research Report: Stopping Fraud at The New Front Door (Spelled “IVR”)
How an end-to-end approach that spans time, channels and multiple data sources can detect fraudster activity in the IVR.
Harness the Power of Differentiated CX — Especially for First-Time Callers
Using AI and decisioning, enterprise contact centers can do the seemingly impossible: orchestrate differentiated CX instantaneously for first-time callers!