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A fundamental shift has occurred in the way that business is approaching strategy for digital desktop in the contact center. Companies are no longer having conversations about if they need to move forward with a digital strategy, nor are they talking about single-platform digital solutions. 2018 is the year that businesses are going to make
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As technology advances at an exponential rate, how can we keep contact centers afloat in a deluge of change? Navigating the future involves much more than adopting new software or devices – it involves changing the way we think. Rapid Change You may have noticed how it’s become increasingly difficult for your contact center to
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Inspired by ideas from Kevin Kelly’s New York Times bestseller, The Inevitable: Understanding the 12 Technological Forces that will Shape the Future, this blog series looks at the inevitable technological shifts which will make or break the companies of tomorrow. “Part I: Data Goldmines” examines the oncoming data explosion which will empower deep insights and
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Ghoulish spectres haunt every company: the ghosts of old technologies and systems. The past hangs onto the contact center like a residue, affecting daily operations and steering your company toward the dark side. Often this environment is ripe for creating monsters and frightening apparitions. Here are some that we’ve found during our company site visits:
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Angelo Fasulo to Head Up InTheChat’s Global Growth Initiative from New Toronto Office See original article. WATERLOO, ON–(Marketwired – Oct 12, 2017) – In the Chat Communications Inc. (InTheChat), the leading digital customer engagement software provider for enterprises has announced that Angelo Fasulo will join the company on October 30th in the role of Vice
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Above. Watch Chatbots: Past, Present, and Future Robots and the human imagination Robots have formed part of the human imagination since time immemorial. While the first artificial humans were powered by supernatural means (think of Hephaestus’s mechanical servants in the Odyssey or the golems of Jewish lore), science became the new magic that would power
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Above: an example of the Conversational Chatbot model used for banking The world of customer engagement, we see two types of chatbots: the Visual IVR chatbot and the Conversational chatbot. The Visual IVR Chatbot We are already familiar with traditional IVRs: these are the voice-based menu options we often encounter when contacting call centers (i.e.
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The world of business has changed – irreversibly so. Traditional differentiators need not apply In the past, companies could differentiate themselves from competitors by price or quality. However, in an increasing globalized economy where e-commerce is exploding, traditional differentiators have lost their relevance. A cheaper product will always be available online (via Amazon or Ebay)
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Though contact centers recognize consumer demand for digital channels is on the rise and shows no signs of stopping, digital interactions are not meeting their expected levels, indicating that companies have not been implementing the strategies necessary for meeting consumer demand. What’s holding them back? According to Dimension Data, poor solution functionality is preventing companies
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Toronto, June 26: With Canada’s 150th birthday fast approaching, John Huehn’s invigorating speech at InTheChat’s Innov-AI-tion Mixer seemed more than serendipitous. Huehn, the CEO of InTheChat, extolled the benefits of supporting Canadian innovation, starting with his own home-grown tech story. InTheChat’s Inception. The InTheChat concept started from Huehn’s dining room table in Leaside, Toronto. As
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