Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of choice, and it remains the chief channel for complex customer interactions. As a result, organizations have been getting serious about connecting their voice communications systems to their systems of action — deeply embedding voice in CRM systems.
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Harnessing the Power of Voice for Customer Engagement
Posted by: Vikas Nehru February 2, 2019 05:00 AMUntil fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of choice, and it remains the chief channel for complex customer interactions. As a result, organizations have been getting serious about connecting their voice communications systems to their systems of action — deeply embedding voice in CRM systems.