IVR

2 min read

Customer interaction is getting personal. The new era points to a concierge customer-service experience via video, allowing much more intimate and rich conversations. Contact centers have an enduring business requirement to capture and analyze customer interactions for quality, training, satisfaction rates, and such. Businesses need a way to capture video interactions and derive value from deeper analytics.

2 min read

Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still...

2 min read

“Let’s eat grandma!” “Let’s eat, grandma!” Punctuation makes a difference, doesn’t it? So does context. If you’re a basketball fan with March Madness on your mind, “Drive the lane!” might make you think of something a coach yells to his players. On the other hand, if you’re teaching your teenage son to drive, it means […]

2 min read

In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical...

4 min read

If you are a technology professional, then chances are that you are aware (maybe to the point of annoyance) that everything is getting defined in software these days. We have Software-Defined Networking (SDN), Software-Defined Data Center (SDDC), Software-Defined Storage (SDS), and the list goes on and on. Software defining anything has become such a powerful […]