Technology

Say No To Resets-OmniChannel-01

Just Say No to Resets: Seamless Customer Experience in Omni-Channel Communications

Business, Customer Experience, IVR, Omnichannel, Self Service, Technology / By

Omni-channel communications appeal to a lot of companies. And it makes sense that they do. Having that type of power at your disposal allows businesses to meet customers on their turf. While this means there are more channels to manage, when done right, the benefit is that omni-channel communications create a better customer experience. Omni-Channel …

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Making the Move to the Cloud: Disruption or Evolutionary Inevitability?

Cloud Computing, Technology / By

Cloud Migration Strategy What is disruption? It’s a buzz words that is bandied about like crazy in the tech world today. A lot of people set their sites on disruption but few actually achieve it. When you think of disruption as a paradigm shift that alters the way an industry functions, when it does occur …

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To Code or Not to Code: A Comparative Guide to Building Voice Applications Using VoiceXML and Drag-and-Drop Technology

Call Flow, IVR, Plum Fuse, Plum Voice, Technology, VoiceXML / By

Know Your Options When you’re driving in the car you can opt for any number of routes to get from point A to point B. The most direct path or the scenic route both have their advantages. Regardless of which one you choose, as long as you arrive at your destination it doesn’t matter which …

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NLP Blog

Natural Language Processing: A Financial and Technological Perspective

Business, Customer Experience, Speech Recognition, Technology / By

With the rise of virtual personal assistants, like Siri and Cortana, the way in which they “just work” has started to create a perception that this type of technology should be ubiquitous in all voice applications. This is kind of like how crime procedural TV shows have led to juries expecting “CSI-like” evidence at trials. …

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Why APIs are Key to Successful Cloud-Based Solutions

Cloud Computing, SaaS, Technology / By

The Compatibility Quandary When adopting a new piece of technology one of the concerns that anyone involved with the project has is whether the new solution will play nicely with what is already in place. How many potential technology purchases have died on the vine because of the “I” word? Integration. When we’re talking about …

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PaaS with a Side of SaaS

PaaS with a Side of SaaS: Breaking Down the “aaS” Hierarchy

Cloud Computing, SaaS, Technology / By

Alphabet Soup Studying the New Deal is often an exercise in processing acronyms. More than one university professor has accurately described all the programs created during that period as alphabet soup. Heck, even the president who oversaw the New Deal is referred to by his initials–FDR. Naturally, between the FDIC, WPA, TVA, PWA, AAA, RA, …

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5 Innovative Ways to Automate Communications

5 Innovative Approaches to Automated Communications that Improve Efficiency

Business, Technology / By

On December 1, 1913, Henry Ford unveiled what was arguably his most important invention. No, it wasn’t a new vehicle; Ford’s game changer was the moving-chassis assembly line. This foray into industrial automation reduced the build time on a Model T from twelve hours to two-and-a-half hours. Obviously, this meant that Ford could produce more …

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Understanding Secure Authentication Methods

Security, Technology, Voice Biometrics / By

Different approaches to secure authentication relate to user security and accessibility. Each approach has its advantages and disadvantages, but the key is to find and provide the right balance between secure authentication methods. Knowledge-Based Authentication (KBA) Knowledge-based authentication (KBA) is the most common form of security measure. This typically consists of a username and password …

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