Sabio, the Contact Centre Specialist Transforming Customer Contact 



It was great to attend Opus Research’s first Intelligent Assistants Conference in London last week, with the event clearly signifying the growing importance of intelligent assistants in supporting self-service.

It’s long been established that improving the customer experience is one of the digital age’s key battlegrounds however, introducing new business communications functionality is always challenging.

For the last couple of years we’ve been highlighting the potential of WebRTC (Web Real-Time Communication) - the Google-owned open source project that effectively turns the Web into a powerful open communication platform.

At a time when much of the momentum in terms of re-inventing the customer journey seems to be focused on activities at Google and Facebook, it was fascinating to see Microsoft detail its plans for intelligent engagement at its Build 2016 event last week.

For Sabio, transforming customer contact is all about operational excellence.

Or just Facebook’s next play to capture yet more of your digital day?

In June Sabio is attending the UX Scotland 2016 conference in Edinburgh, and I’ll be hosting a workshop session on Designing Voice and Natural Language Experiences.

Every time we see a projection for the growth in Internet of Things (IoT) devices, the numbers seem to be going up.

We’ve all had interactions where everything’s gone well during the actual agent conversation, only for things to sour when we’re subjected to lengthy compliance statements that as customers we’re obliged to endure.