Twilio is een programmeerbaar cloud-communicatieplatform waarmee ontwikkelaars messaging, spraak en video aan elke applicatie kunnen toevoegen. Als een van de toonaangevende Twilio-specialisten in Europa zijn wij de ideale partner om u te helpen uw CX snel te transformeren met behulp van de modulaire en aanpasbare technologie.

Well, just a few weeks on from the completion of Sabio’s very own streaming series, CXNow – the summer’s most anticipated virtual event I’m sure you’ll agree – we felt it was time to reflect on what was an outstandingly successful few weeks on all things CX... 

As holidaymakers look forward to sand between their toes, there are exciting opportunities for travel agents and holiday providers.

As the travel sector faces a huge volume of calls, it’s worth remembering that bots have their benefits. Find out how automation can support holiday contact centre agents and improve your customer experience.

The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).

Any kind of meaningful transformation takes effort and focus. Transforming your customer experience through a cloud migration is no different.

Unless you know what problems you’re trying to solve with the cloud, you may not see the contact centre transformation you had hoped for. But once you have a plan, the sky’s the limit.

You may have heard there’s a new kid on the block. At Google Next 2020, Google Cloud have introduced “Dialogflow CX” and the DVELP team have been having some fun experimenting with this new bot-building tool. We’re now ready to share our initial thoughts on what Dialogflow CX could offer our clients.

In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins the pod booth to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were

Language has been our default way of communicating for around 150,000 years.

Taal is al ongeveer 150.000 jaar onze standaard manier van communiceren.

Delivering such a high-quality customer experience approach at scale – one that’s consistent across both digital and physical engagement channels – has always been challenging. That’s where Service Cloud Voice fits in, allowing you to integrate your enterprise voice telephony into Salesforce CRM.

Het is altijd al een uitdaging geweest om buitengewoon goede en consistente customer experience op grote schaal te leveren, voor zowel digitale als fysieke kanalen. Met Service Cloud Voice is dit wél mogelijk. Het integreert uw zakelijke spraaktelefonie in Salesforce CRM.

Take your first step towards a digital voice channel. Intent Capture and Analysis (IC&A) uses Google Cloud’s Contact Centre AI to uncover reasons for calls into the contact centre. By capturing customers intents and categorising the reasons for calling, you build rich insights to help support business decisions.

As you’d expect, Google Cloud’s contact centre solutions include some of the best automation and AI tools out there.

Zoals u zou verwachten, omvatten de contactcenteroplossingen van Google Cloud enkele van de beste automatiserings- en AI-tools die er zijn. Dialogflow, onderdeel van Google Cloud's Contact Center AI-oplossing, maakt klantervaringen moeiteloos, terwijl het u ongeëvenaarde inzichten geeft in conversaties en klanten.

• 3-year services agreement to support and optimise core contact centre and workforce optimisation solutions

• 3-jarige serviceovereenkomst ter ondersteuning en optimalisatie van kernoplossingen voor contactcenters en personeelsoptimalisatie

How to get your teams working together and feeling better.

Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.