Dialogic Blog

Implementing the Visual Customer Experience With a VIVR

by Thomas Schroer

Jul 13, 2017 8:07:00 AM

 

“Before beginning, plan carefully,” quoted Cicero, a Roman lawyer and toga aficionado from a couple thousand years ago. While he may not have been thinking about Visual IVR development when he coined that phrase, he was still spot on.

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Topics: Communications Application Development

Making Mobile Customer Engagement Apps On-Demand with a Visual IVR

by Thomas Schroer

Jul 10, 2017 8:54:31 AM

71% of consumers want the ability to solve most customer service issues on their own, according to a 2016 Aspect Consumer Experience survey. And they want the customer care experience to support that.

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Topics: Communications Application Development

Unified Communications Murkiness

by Jim Machi

Jun 27, 2017 9:02:00 AM

Everyone is talking about UC these days.  But what is it?  And why hasn’t everyone deployed it yet?

First of all, UC is a murky topic.  Unified Communications at it’s most basic level is voice, email and presence/IM capability in an application.   And some companies are very particular about saying they have UC apps because they have the basic ones.  But UC can also mean voice conferencing, video conferencing, text messaging, collaboration / document sharing, and fax.   And this contributes to different price points and target market fit. 

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Topics: WebRTC, Fax, Communications Application Development

How Do You Market to a Chatbot?

by Thomas Schroer

Jun 26, 2017 4:40:27 PM

At last week’s TechXLR8 in London, I was listening to Paul Wilkinson with Tesco talk about the various initiatives his company is exploring to improve the customer's buying experience through technology and innovation.

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Topics: Internet of Things, Communications Application Development, Analytics, Artificial Intelligence

Improving Customer Care with Verizon’s Visual Interactive Calling

by Alan Percy

Jun 22, 2017 9:03:00 AM

One of the challenges with any customer care is integrating the mobile application experience with a live agent interaction.   Today’s dis-integrated environment has consumers using their mobile applications to initiate transactions, but if a live agent gets involved, things get messy.   In most cases, that live agent experience requires repeating a host of identity verification questions, often stumping the consumer and causing confusion and frustration.

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Topics: Communications Application Development

Intersecting Real-Time Communications with IBM Watson Artificial Intelligence

by Thomas Schroer

Jun 21, 2017 7:57:32 AM

The intersection of real-time communications applications, analytics, and intelligence opens the door to innovative solutions that provide value added capabilities for both businesses and consumers. Artificial and augmented intelligence and machine learning techniques consist of applications that replicate human capabilities as well as enhance them.

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Topics: 3G, 4G, 5G, and WiFi, Internet of Things, Communications Application Development, Analytics, Artificial Intelligence

Can Communications Service Providers Turn Dumb-Pipes to Differentiated Services? (Part 3) – Conversational User Experience

by Peter Kuciak

Jun 15, 2017 2:51:52 AM

 

This is part 3 of the blog series. You can read parts 1 and 2 by clicking the links below.

Part 1  

Part 2

One of the recent “hot” products entering the market are smart speakers.  No, I’m not talking about a speaker that will refuse to play Nickelback or clean up the modern music to adjust language for family consumption (that is actually not a bad idea). I’m talking about products like Google Home, Amazon Alexa, Apple, and soon, many other smart speaker devices that will no doubt flood the market in consumer, enterprise, and industrial applications.

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Topics: WebRTC, NFV/SDN & Cloud, Internet of Things, Communications Application Development

Can Communications Service Providers Turn Dumb-Pipes to Differentiated Services? (Part 2) – Wild Wild West of Internet of Things

by Peter Kuciak

May 31, 2017 9:51:53 AM

This is part 2 of the blog series "Can Communications Service Providers Turn Dumb-Pipes to Differentiated Services?" Read part 1 here

Ok so let’s start this blog with a definition.  The Internet of Things is “the interconnection via the Internet of computing devices embedded in everyday objects, enabling them to send and receive data.” Based on that simple definition, I’m starting to understand the absolute “chaos” the market is experiencing from IoT devices flooding the shelves at BestBuy and other retailers. And I have a feeling we are just starting to accelerate in this area.

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Topics: WebRTC, NFV/SDN & Cloud, Internet of Things, Communications Application Development

Six Cool Smart Connected Devices

by Thomas Schroer

May 24, 2017 12:07:32 PM

I reached out across the globe to some of my coworkers who are up on all things IoT and AI, and asked them to share some cool innovations they’ve recently come across. Here’s six that they wanted to share.

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Topics: 3G, 4G, 5G, and WiFi, Internet of Things, Communications Application Development

XMS 3.3 – High Capacity Video Recording

by Alan Percy

May 15, 2017 11:19:40 AM

This is the third in a multi-part blog series, explaining some of the many features and functions found in the newly released PowerMedia XMS 3.3 software.

If there is any question to the value of recording video, take note of any one of the viral videos of airline customer service “interactions” posted on YouTube.

The emergence of inexpensive storage completely changed customer service interaction and identity verification. Voice-only contact centers almost universally record all customer interactions – thus the pre-call warning that “this call may be recorded for quality and training purposes.”  You should expect the same will be true with video customer care interactions.  Recording helps resolve potential conflicts of “he said – she said” disputes with financial transactions.  Contact centers, banking, legal, and other industries require by policy or regulation that all customer interactions are archived, requiring the capability to record video interactions.

However, recording video is significantly more resource intensive than a voice-only recorder. 

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Topics: WebRTC, Communications Application Development