On October 21, 2020, Talkdesk demoed On the Go, the latest addition to its cloud-based contact center solution CX Cloud. On the Go layers on top of CX Cloud, enhancing remote work and device agnostic use for agents. Indeed, On the Go enables agents to switch seamlessly between their desktop, mobile, tablet, and smart watch – not only for inbound and outbound calling, but also for CRM information and taking advantage of voice-activated virtual assistants (such as Siri). Agents can thus be working and travelling remotely while using their devices’ virtual assistants for convenience in making and receiving calls.
Key capabilities of On the Go include:
The rationale of Taskdesk’s On the Go is appealing. Interoperability across devices with multiple ways to access information certainly moves in the right direction for optimizing remote agents’ workload and thereby the customer experience they can provide. Indeed, given SoftwareReviews’ data shows that CX Cloud was the lowest rated CCaaS software, On the Go could provide a boost.
Source: SoftwareReviews Talkdesk CX Cloud Scorecard. Accessed: October 26, 2020.
However, this boost is qualified with the notion that On the Go’s success may be tied to the limitations of voice-activated virtual assistants. In non-professional settings, Apple users do not necessarily trust Siri 100% to make calls – any mishearing can lead to embarrassing situations. There are legions of online forums that speak to this worry.
Implementing voice-activated voice assistant capabilities for On the Go risks transposing that anxiety into a professional setting. This is especially when the agent has a large contact book – confusion with similar sounding names or accidentally calling the wrong number does not lend itself to good customer service. Such a capability may end up becoming moot, with agents choosing to manually call a number to avoid any risk of this happening.
Consequently, despite the initial appeal and flexibility to On the Go, its success may be tied up with how effective virtual assistants are.
Source: SoftwareReviews CCaaS Data Quadrant. Accessed: October 26, 2020.
On May 24-25, Informatica held its annual conference in Las Vegas – the first time “in-person” since the beginning of the COVID-19 pandemic.
Custom application development is a strategic differentiator in the digital economy. Organizations need to make good decisions on how to insource or outsource that development or they risk bad software … and worse results.
This note highlights the top three trends to watch for in the 2022 UCaaS marketspace: AR/VR digital workspaces will see sustained investment; UCaaS and customer experience management technologies will continue to blend; and speech functionality will become more sophisticated through AI-driven technology.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
On October 6, 2021, Front briefed Info-Tech on their latest product functionality and roadmap, alongside their growth in the EMEA region. Front – a unified customer experience platform provider – offers a centralized communications hub that enables the fluid interchange of information for both internal and external communications.
On October 8, 2021, BlueJeans by Verizon announced their “Next-Generation BlueJeans” suite and partnership with Google Glass. The Next-Generation suite ties BlueJeans Meetings to two new products: BlueJeans Spaces and BlueJeans Collab Board.
Vijay Sundaram, Chief Strategy Officer at Zoho, describes a major release of new apps and services focused on enabling hybrid work.
Automation is not a silver bullet solution to your workforce productivity challenges. Optimization and automation (optimation) must be used together to remove root cause inefficiencies and best use the features and capabilities of your automation solutions.
At its fifth annual Zoomtopia conference, Zoom announced a wide range of innovations and upcoming products, including feature improvements for Zoom’s core videoconferencing platform; expansions for Zoom Phone and Zoom Events; and the introduction of Zoom’s Video Engagement Center.