In The Future of CCM: Communications-As-A-Service, Forrester VP and Principal Analyst Craig Le Clair (@CSLeClair) briefly mentions Twilio as an emerging communications solution that provides APIs to support in-app chat, notifications, SMS/text messaging, picture, voice, and video messaging and user authentication.
We'll be exhibiting June 4-7 at the IASA 2017 Annual Educational Conference and Business Show in Orlando, Florida. Our focus will be on how INTOUCH®, our new cloud-based Customer Communication Management (CCM) solution, improves both the customer experience and the employee experience in the insurance industry.
Chatbots are rapidly proliferating across many industries, and their use is expected to continue to increase for the foreseeable future. Consequently, chatbots and other autonomous customer service channels are a hot topic for customer communications managers. But while many companies, particularly enterprises, are eagerly adopting and deploying chatbot technologies for the obvious benefits of cost savings and customers’ convenience, many questions about their efficacy remain. The biggest question of all is whether human customer service representatives will lose their jobs to robots. Writing for CRM.com, Kristopher Arcand asks, “Can Chatbots Fully Replace Humans?” The spoiler is in the rest of the title: Not Yet. In this article we look at why that is.
Forrester VP and Principal Analyst Craig LeClair (@CSLeClair) has a brand new report out, called The Future of CCM: Communications-As-A-Service. The purpose of the report is to shed light on strategic choices for enterprise architects struggling to figure out how Customer Communications Management (CCM) fits in an increasingly cloud-centric, multi-platform digital experience technology landscape.
New Cloud-Based Solution Connects Customer Communications to Digital Customer Experience (CX) Architecture; Recognized by Industry Experts for Great User Experience
We’ve been telling you about how INTOUCH® is the first completely new customer communications management (CCM) solution in years, with its exceptionally business-user-friendly UI and UX and its services-based architecture built using containers and microservices. In this article, we present an overview of that architecture.