Author: devca

A modern-day contact center has numerous moving parts, ranging from customer engagement applications, queuing and routing systems to CRMs and workforce optimization solutions. Running this complex ecosystem seamlessly and harmoniously is critical to reducing customer effort and delivering world-class customer satisfaction. However, the industry lacks a platform that binds these different components together synergistically. Backed

Chatbots have increasingly made their presence in the consumer services space According to McKinsey & Company, retailers need to move quickly to seize the opportunity presented by GenAI as they experiment with technology and realize that it holds great promise for reviving growth. One such area is the chatbot. While the adoption of traditional chatbots

The tech landscape is in the midst of a significant transformation, marked by a seismic shift that has everyone in the industry on their toes. The talk of the town is Generative AI, a technological marvel capturing the imagination of tech enthusiasts and innovators alike. Almost every tech service provider has a Gen AI story

By Deepa Narayanasamy & Amit Derkar In today’s era, delivering consistent and superior quality of experience across channels with speed & scale is a critical competitive differentiator for global enterprises. As a result, Quality assurance/Testing, a pillar of the software development lifecycle, is undergoing a tectonic shift. As of 2023, organizations engaged in software development