Omnichannel Tag

Oct. 20, 2021 –Twilio introduced Engage, an omnichannel automation solution built on top of its Segment customer data platform and leveraging the use of its communications APIs. With its first iteration of Engage, Twilio is focusing on marketing automation, with the goal of enabling marketers...

Oct. 19, 2021 – Vonage has acquired Jumper.ai, a provider of omnichannel, messaging-first conversational commerce solutions for consumer brands looking for large-scale engagement across social, messaging, and webchat. Vonage said it will bring the Jumper.ai team into its product and engineering group and add an...

Sept 27, 2021 – 8x8 has announced a solutions-based offering stemming from its “eXperience Communications as a Service” (XCaaS) integrated platform. The 8x8 Frontdesk solution supports the role of a receptionist with a new interface that combines both its Unified Communications (UC) and contact center...

There is no shortage of customer experience technologies that organizations can use to improve contact center agent skills and, by extension, customer experience. But budgets are finite and executive demands can often be urgent. By the end of 2020, 26.1% of organizations will have a customer...

Omnichannel is on the rise. Organizations are adding new interaction channels for their customers. But adding new channels without integrating them may cause more frustration than satisfaction. Enter omnichannel. The technology enables contextual customer interaction information to pass between channels (agents or bots) in real-time, while also...

Few companies run a voice-only contact center anymore. On average, they use five types of interaction channels, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 companies. That’s great, but which channels are the best to use, particularly in the rapidly changing world of...

Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. In this third episode you will learn what makes a truly successful customer interaction? How does that one interaction escalate into an engaged customer with a positive overall customer experience? And...