August 2023 Summaries

The blog discusses how managed service providers (MSPs) and global system integrators (GSIs) can help enterprises accelerate their cloud digital transformation. It highlights four truths of CX transformation, including improving customer satisfaction as the top business priority, varying cloud momentum across industries, partnership opportunities for MSPs and GSIs, and the need for optimization in a hybrid communications world. The blog emphasizes that the time to migrate is now, as failure to support the journey to the cloud will result in customers looking elsewhere.

Voice APIs allow customization of communication applications, including the ability to transcribe programmatic phone calls for various purposes such as transaction records and receipts. Batch transcription provides transcripts after a call is completed, while real-time transcription offers instant results during the conversation. Real-time transcription has advantages like immediate availability of speech-to-text records and the ability to reference text during ongoing calls. Choosing the right transcription method depends on specific use cases. For example, real-time transcription can benefit a recruiting agency by enabling recruiters to track conversations as they happen, while it can help a contact center by allowing managers to quickly skim active call transcripts or rely on keyword-based triggers based on the conversation.

A 2022 study found that 63% of consumers are willing to pay more for great customer service. Contact centers have been designed to meet this demand and expedite problem resolution, with IVR menus and conversation AI proving valuable for quick fixes. However, without proper caller authentication solutions and techniques, bad actors can take advantage of good customer service, costing customers and contact centers money and resources. Fraudsters often target contact center IVRs to commit fraud or gather information for account impersonation. The consequences of fraud in the contact center include financial damage, reputational damage, and compromised data. To protect call centers from bad actors, strategies such as implementing 2FA or MFA, proactively monitoring for red flags, making efficient use of routing logic, and conducting regular employee training can be employed.