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While the world has seen a shift from voice-centric customer service to a multi-channel, online, and data-driven model, voice remains dominant and is not going away anytime soon as a channel. The voice channel remains critical in industries such as telecommunications and financial services, particularly because it provides the human connection when customers want to speak to a live agent for specialized advice or to resolve more complex issues. Some consumers may also prefer to voice their complaints to a real person instead of sending in a written complaint that might not yield an immediate response.
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