Interactive Voice Response (IVR) has been a classic on everyone’s lips when calling call centers but, lately, the tremendous growth in the use of
Category: Innovation
The latest ICR Evolution news and thoughts about the contact center world now at your fingertips.
Design Thinking or Human-centred design is a process for creative problem solving. As the title might hint, this Design Thinking approach applies elements and
For many businesses, today with globalization and the cannibalization of markets, internationalization of customer service is not an option, it is a necessity. The
We all know the importance of “big data” and how large amounts of data and its subsequent analysis help us obtain relevant information about
This summer 2019, we released the connector to Facebook Messenger in our ICR Evolution software. Now you can centralize all communications with your customers
Do you know what your customers are saying about you? Meet “social listening”… You probably think you have a pretty good idea of their
As you know, the use of Artificial Intelligence (AI) technologies in the contact center is increasingly widespread. However, its practical implementation is not free
The concept of user persona is of vital importance when designing a good strategy for the development and sale of a product or service.
Very often, the field of learning and, in particular, the education sector, suffer from a certain slowness in adapting to the new training needs