Dialogic Blog

The Four Essentials for Omnichannel Management

by Jeremy Cox (Ovum)

Sep 12, 2017 4:20:07 PM

It’s a business challenge but not as we know it

Attracting and keeping customers is a perennial challenge for every commercial enterprise. Today's customers, empowered by technology and instant access to information, have greater freedom of choice and the ability to exercise it. Their expectations have also been shaped by digital pioneers, and they now expect a similar experience from any company with which they engage.

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Topics: Contact Center and Customer Care

Taking VIVR to the Next Level with Progressive Web Apps

by Louis Subirana

Sep 12, 2017 4:19:39 PM

For many years, native mobile apps have been the best way for a company, perhaps like yours, to get into your customer’s hands… literally. With the touch of an icon, smartphone users can load an app and access the services your company, big or small, provides. Today, the iTunes App Store and Google’s Play Store are the place to be, but this may be disrupted in the near future with the emergence of Progressive Web Apps (PWAs). In the last year or so, PWAs have become an increasingly popular way to build next generation apps, and we here at Dialogic, are using them to build Visual IVR interfaces that look and feel great on mobile devices.

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Topics: Contact Center and Customer Care, Internet and Web

NAS, SAN? You Had Me At Hadoop!

by Ben Levy

Sep 12, 2017 4:18:50 PM

Many have asked which file storage system is best for voice mail.  Let’s look at Hadoop, Storage Area Network (SAN), or a Network-attached storage (NAS) as a storage system for voice mail platforms. Perhaps it’s important to choose a voice mail vendor that has the flexibility to use each one of the storage strategies depending upon the customer using them. 




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Topics: Unified Communications and Collaboration, Voice and Video

Which speech analytic engine is right for your application?

by Vince Puglia

Sep 12, 2017 4:18:23 PM

Confession - last week while entering my dark hotel room, I found myself uttering ‘Alexa, lights on’ – to my disappointment the room remained dark....

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Topics: Artificial Intelligence

The New Enterprise Hub

by Miguel Lopes

Sep 12, 2017 4:17:56 PM

The evolution from on-premise PBX to a Unified Communications cloud application is taking some interesting turns - and the latest one is changing how we define productivity in the enterprise world. If we think about it, most of our daily tasks involve a mix of real time communications, either using text, voice or video, and our software tools that enable us to complete our tasks. Quite often, both of them combine and we find ourselves using both simultaneously to achieve what we need, but that does not mean they interop seamlessly and save us precious time in this hyperactive and hyper-connected world.

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Topics: Unified Communications and Collaboration

Using Chat Programs for Payments

by Jim Machi

Sep 12, 2017 9:34:41 AM

Mobile payment has been around for some time.  In some cases, there are mobile apps you can download from your bank, allowing you to do with your smartphone whatever you can do online.  There are also services like PayPal for person-to-person or person-to-business payments and mobile wallets such as Vodafone’s m-Pesa, which is branchless banking.

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Topics: Contact Center and Customer Care

IoT and Real-Time Communications Convergence (Part 2)

by Jim Machi

Sep 5, 2017 10:36:01 AM

In my August 15th blog, I introduced a whitepaper we have about IoT and Real-Time Communications.  I’ve gotten a few comments about that blog and whitepaper along the lines of “I hadn’t really thought of that” to “it’s inevitable.” The reason Dialogic wanted this whitepaper and is making it available are for those very reasons – to get people to think about what might be possible.  Our industry knows real-time communications very well and there is opportunity for us to grow there.

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Topics: Internet of Things, Communications Application Development

How Will Artificial Intelligence Be Used In the Contact Center?

by Jim Machi

Aug 29, 2017 9:52:09 AM

As I have written about many times before, contact centers have always been at the forefront of technological innovation.  That is because they are driven to both reduce costs while increasing customer service. That is why IVRs, speech recognition, remote agents, and VoIP, to name a few, have become entrenched in the contact center.

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Topics: Communications Application Development, Artificial Intelligence

IoT and Real-Time Communications Convergence (Part 1)

by Jim Machi

Aug 15, 2017 9:00:00 AM

At first glance, it might seem oxymoronic that IoT and real-time communications would converge.  I mean, IoT is all about sensors reporting information right?  I would say yes, mostly right.  But with millions or even potentially billions of things connected to the internet, it would make some kind of logical sense that these things would want to communicate via voice/video to a person. 

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Topics: Guides: How-to's, Infographics, and more, Internet of Things, Communications Application Development

MVNO’s Need Their Own Infrastructure To Differentiate

by Jim Machi

Aug 8, 2017 10:11:50 AM

Mobile Virtual Network Operators (MVNOs) are increasingly investing in their own infrastructure. Why?  Because running on someone else’s mobile network and trying to differentiate via marketing / branding isn’t good enough anymore.  So MVNO’s are putting in some of their own infrastructure to use with the host network to create functional differentiation in addition to the marketing differentiation. 019 Telzar in Israel has recently done this, and it resulted in a 50% increase in its customer base in 5 months. Mobile Virtual Network Enablers (MVNEs) have also emerged to supply the infrastructure differentiation to the MVNO’s, so the MVNO itself doesn’t have to invest in the infrastructure.

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Topics: WebRTC, Fax, Modem, TDM, VoLTE/VoWifi & IMS, 3G, 4G, 5G, and WiFi, IPX, Signaling