All Blog Posts

  • [24]7 AIVA - the Only Virtual Agent with Combined Conversational and Informational Capabilities

    February 20, 2018 Scott Horn, Chief Marketing Officer

    Today, as part of our Winter 2018 Release, we announced enhancements to our flagship product, [24]7 AIVA, to create a Virtual Agent that now supports both informational and conversational journeys in a single solution. This will enable enterprises to handle everything from simple queries to complex interactions.

    Topics: Customer Engagement
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  • Five Benefits of Outcome-Based Pricing Models

    February 13, 2018 Andrea Lowe, Marketing Content Writer

    Choosing a technology solution that’s available with an outcome-based pricing model is an excellent way to remove many of the concerns associated with customer experience investments.

    Topics: Customer Acquisition
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  • How to Cut Through the Noise and Connect with Customers

    February 6, 2018 Andrea Lowe, Marketing Content Writer

    Remember when you got your very first cellphone? You might have used it to make the occasional phone call and play a game or two of Snake.

    It’s crazy how much times have changed. As smartphones became more sophisticated, our obsession with them has grown exponentially. Now it seems they’re the first thing we reach for when we wake up in the morning and the last thing we check before going to bed.  In fact, we’ve grown so addicted, studies suggest we spend anywhere from 3-5 hours on our phones or similar devices every day, but even those numbers are starting to sound low.

    Topics: Customer Acquisition
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  • Why Natural Language Technology Will Let You Down

    January 30, 2018 Andrea Lowe, Marketing Content Writer

    We live in a world dominated by technology, devices, and online interactions. Siri, Alexa, and Cortana are becoming staples in households around the world, offering us the capability to interact with technology and virtual assistants the same way we’d interact with friends or family.

    As we become more accustomed to talking with these devices the way we’d talk to another human, it’s reshaping our expectations of all interactions with technology. We now expect the ability to talk or type conversationally when interacting with companies on their digital channels, and to have our issues easily understood and resolved quickly. 

    Topics: Customer Engagement, Modern IVR, Virtual Agent (Chatbots)
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  • Goodbye AHT – Hello Time to Intent

    January 26, 2018 Scott Horn, Chief Marketing Officer

    For years, Average Handle Time has been the standard measure for how companies are doing in containing costs in the contact center. From the time a consumer initiates contact (including hold time, talk time and related tasks) to its conclusion, AHT has been a primary consideration when companies have determined their contact center staffing levels. But technology is changing that.

    Topics: Customer Engagement, Digital Transformation
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  • How Does [24] Compare to the Competition?

    January 19, 2018 Andrea Lowe, Marketing Content Writer

    In our digital age, paid media campaigns are an effective way for advertisers to connect with customers – but not all paid media campaign platforms are the same. Though all reliable vendors offer the same basic capabilities, some are more effectively harnessing the power of artificial intelligence and machine learning to set themselves apart. With the sheer number of platforms and vendors available, it can be difficult for business owners to determine which one offers the tools and functionalities that will work best for their needs.

    To help organizations make informed decisions, MarTech Today recently published Enterprise Paid Media Campaign Management Platforms: A Marketer’s Guide, a comprehensive report that profiles and analyzes a number of leading paid media campaign management platforms. We’re proud to be included as a leading vendor.

    Topics: Customer Acquisition
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  • The High Cost of Cheap Chat

    January 12, 2018 Andrea Lowe, Marketing Content Writer

    Anything free costs twice as much in the long run or turns out worthless.
    - Robert A.Heinlein

    Chatbots have become incredibly popular in recent years, and for good reason. They provide instant access to information and help customers quickly and easily self-serve and complete their journeys. This convenience and accessibility has helped make them the channel of choice for many customers, especially millennials.

    To capitalize on the chatbot trend and give customers what they want, a number of companies have been quick to deploy free or cheap chat solutions, believing that offering customers something is better than nothing. But, as is often the case, if something seems too good to be true, it probably is.

    Topics: Customer Engagement, Virtual Agent (Chatbots)
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  • Last Call for Digital Transformation

    January 5, 2018 Andrea Lowe, Marketing Content Writer

    Don’t put off until tomorrow what you can do today.

    The old adage might strike fear into the hearts of procrastinators everywhere, but it has stood the test of time for a reason. There are a number of scenarios where procrastination will cost you – filing your taxes, buying an anniversary gift, and of course, undergoing a digital transformation.

    Digital transformation is an essential process for companies who want to continue meeting changing consumer demands and remain competitive in the modern marketplace, yet, a recent study by Forrester found that over 60% of executives believe they are lagging behind.

    Topics: Customer Acquisition, Customer Engagement, Digital Transformation
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  • Chatbots Help Consumers Shop Till They Drop

    December 18, 2017 Andrea Lowe, Marketing Content Writer

    It’s every retailer’s nightmare during the holiday season – customers are browsing online loading up their shopping carts, they head to the checkout and then – poof – they disappear, completely abandoning their journey.

    This frustrating occurrence happens often – a study conducted by Baymard Institute found that 69% of all e-commerce visitors abandon their shopping cart – and is commonly a side effect of a disjointed shopping experience that isn’t in line with the expectations of today’s demanding consumers. 

    Topics: Customer Engagement
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  • Case Study: How [24]7 Active Share Transforms the Voice Experience

    December 14, 2017 Andrea Lowe, Marketing Content Writer

    In the last decade, rapidly advancing technology has dramatically changed the customer service landscape. Digital channels have made huge leaps forward, from user interface/experience enhancements to social media and smart devices that have disrupted the way consumers engage with brands. While digital keeps advancing, the IVR voice channel has changed very little. And although call volumes may be decreasing, voice is still the most popular customer service channel overall. With today’s consumers using their smartphones for just about everything, enterprises have an unprecedented opportunity to give customers a richer, multi-modal experience on their preferred channel by implementing technology like [24]7 Active Share.

    Topics: Customer Engagement
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