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09 July, 2020
Telecoms operators are more vulnerable today than they have ever been, says Julien Rio, senior director of marketing, RingCentral. As the economic downturn starts to bite, subscribers will seek to pay less and cancel or change contracts in a shopping environment of intense and easily accessible competition. (more…)
11 December, 2018
Doron Youngerwood, a product marketing manager at Amdocs, sees communications service providers (CSPs) engaging with machine learning and artificial intelligence (AI) with an initial goal of improving customer experience. However, this is the foundation work for automated, self-healing services, he tells VanillaPlus managing editor, George Malim
04 December, 2018
As customer expectations drive demand for round-the-clock service and near-immediate response times, businesses have understandably sought to automate their customer communication offerings wherever possible, writes Omar Javaid, the chief product officer at Vonage.
11 October, 2018
Although only 40% of communications service provider (CSP) customers look at their bills regularly this still presents millions of customers for most providers and this channel of communication is not being maximised, writes George Malim. Billing communications remain a neglected channel according to a recent survey of 40 CSPs across EMEA, North America and Asia conducted by Omnisperience on behalf of BriteBill.
18 July, 2018
Machine learning and artificial intelligence (AI) are two technologies that are making a huge impact on virtually every industry, writes Brendan Gill, the chief executive of OpenSignal. Smart tools are being used by organisations across the globe – within current hardware and software – to improve both the decision making and automation processes.
23 May, 2018
Chatbots are on the rise, writes Alice Blair, the marketing manager of Engage Hub. According to an Oracle survey, around 80% of businesses will be using chatbots by 2020. That’s just two years away.
05 March, 2018
One of the most striking takeaways from Mobile World Congress 2018 is that despite the hype and excitement that has surrounded 5G, the industry isn’t quite ready for it. (more…)
26 February, 2018
Until recently, a few major players have dominated the telecoms industry. Yet, their refusal to modernise has left them struggling with the new influx of data made available through ever increasing usage of mobile and social networks which has opened the door for disruptor firms to take to the stage. Our hyper-connected society has created a demand for the best service experience as a prerequisite, rather than a luxury, writes Chris Proctor, the chief executive of Oneserve.
16 February, 2018
LogMeIn, Inc. has introduced the new artificial intelligence (A.I.)-powered Bold360 product portfolio. It is said by the company to bring together chatbots and human agents. The new Bold360 leverages artificial intelligence across both self-service and agent-assisted engagement channels to deliver dramatically better customer experiences. (more…)
25 January, 2018
Did you ever call your bank to discuss an issue with your account, and end up having to sit through lots of hold music, before repeating your issue to a number of different people? For most of you, the answer is probably yes, writes Tony Jamous, the president of Nexmo, the Vonage application programme interface (API) platform.
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