Is it possible that self-service applications, such as Interactive Voice Response (IVR) solutions are looking at a slow painful death because of lack of innovation? And I don’t mean that vendors have stopped inventing, really I don’t. But the usage of these solutions is quite unimaginative. I think the time has come to rethink how …

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Contact centers have been in the forefront of advancements in telecommunications, collaboration and customer service, being first with contact routing based on skill and experience, enterprise presence and instant messaging, recording, coaching, softphones, reporting, administration, social media integration and so on. NOW SERVICE is a different way of viewing customer service offering immediate customer feedback, …

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