Almost one-third of Internet users named voice or phone the most frustrating customer service channel in a new survey from cloud contact center Aspect. Mobile buyers were more likely to use the phone ...

Data still siloed. Most contact centers offer many channels but fail to connect them, which leaves customers to repeat themselves and agents without full context. Tech alone fails. Even with platform ...

Though financial companies have been fortifying the security of their online banking systems, many have neglected their telephone systems. As a result, voice banking systems have become "the major ...

An omnichannel contact center enables businesses to engage with customers across multiple platforms—voice, chat, SMS, email, and social media—painlessly and consistently. Rather than juggling ...