Blog

Zappix Visual IVR

No. Robots Will Not Replace Humans.

Robotic Process Automation (RPA) is transforming CX and customer care. The ability to automate the repetitive, tedious tasks often occupying personnel in back offices and customer-facing contact centers can provide meaningful benefits: reducing the need for a cumbersome back office, freeing up contact center agents …
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Three Benefits to Contact Center Automation

Three Benefits to Contact Center Automation

Interacting with customer service is a generally aggravating, if sometimes unavoidable, experience. Customers rarely look forward to calling customer service. Handling upset callers faced with frustrating issues has always been a difficult proposition for enterprises. In January Aspect put numbers to our common sense …
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A New Dawn for Dynamic Customer Care

Customers with questions want them answered quickly and effectively. That simple truth doesn’t resonate well with recent HelpScout statistics showing customer service agents fail to provide adequate answers to customer questions 50% of the time. Clearly, there is a gap between customers and the answers they need. …
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What Omnichannel Means for Customer Care image

What Omnichannel Means for Customer Care

The dozens of channels customers use to contact companies have created the hottest buzzword in the CX world: omnichannel. Most professionals miss the mark trying to understand what it really means, however. Omnichannel isn’t about channels, it’s about customers. Here's what that means Omnichannel isn’t about channels, it’s about customers. …
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3 Reasons Retail Needs Visual IVR image

3 Reasons Retail Needs Visual IVR

When customers call traditional IVR, they are met with a convoluted system of menus that continually frustrates users until they are finally transferred to a live agent. Enterprises have tried to bridge the gap with apps, but customers don’t want unnecessary downloads they may never use. Retailers have been searching for a better solution. Now they have one. …
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Blog

Zappix Visual IVR

No. Robots Will Not Replace Humans.

Robotic Process Automation (RPA) is transforming CX and customer care. The ability to automate the repetitive, tedious tasks often occupying personnel in back offices and customer-facing contact centers can provide meaningful benefits: reducing the need for a cumbersome back office, freeing up contact center agents …
Read More ➜
Three Benefits to Contact Center Automation

Three Benefits to Contact Center Automation

Interacting with customer service is a generally aggravating, if sometimes unavoidable, experience. Customers rarely look forward to calling customer service. Handling upset callers faced with frustrating issues has always been a difficult proposition for enterprises. In January Aspect put numbers to our common sense …
Read More ➜