Personalization has become a cornerstone for building brand loyalty today.  Customers are demanding a much more individualized approach to customer service than ever before—and they want it fast.
When you hear terms such as “adaptive personalization,” Interactive Voice Response (IVR) probably isn’t the first thing that springs to mind. In fact, most people don’t associate those words with the contact center at all, but they are becoming increasingly important in the customer service ...

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