Customer engagement has evolved in the past few years faster than we anticipated. And thanks to technology and pandemic, we experienced a series of unprecedented changes that no crystal gazer warned us of. However, if you had read 2019 trends, you would know that distributed...
IP PBX Systems: Is it Time to Look Beyond?
Until very recently — and in many companies even now — IP PBX was being used to handle customer calls. In this blog post, we’ll explore if it is still the best option you have, the alternatives available, and how you can transition to a...
Cloud PBX vs On-Premise PBX Systems for Better CX: Consider these 7 Factors Before You Decide
According to McKinsey executive editor Daniel Eisenberg, “A little over a third of all software today is SaaS”[1]. The shift towards the cloud is irreversible, but on-premise systems still have their place in the business world today. In this article, we will unpack the merits...
SMS OTP Verification: Protect Yourself & Your Customers
Otentikasi dua faktor (2FA) telah menjadi norma, tidak hanya untuk transaksi keuangan tetapi di berbagai kebutuhan verifikasi/otorisasi. Misalnya, jika Anda mencoba masuk ke akun Amazon Anda dari perangkat yang tidak dikenal, Anda mungkin perlu mengautentikasi ulang diri Anda menggunakan verifikasi SMS OTP. Ini juga berlaku...
Call Centre Management – Effective Tools, Processes and Metrics Businesses Need
Businesses set up call centres with one goal in mind: Delivering a stellar customer experience (CX). But great CX needs more than just setting up the phone lines. It requires ongoing call centre management that ensures calls are being received and answered, customers are getting...
6 emerging CX trends for contact centres in 2022
Kami berada di belakang hampir semua hal yang berubah menjadi digital. Karena teknologi terus berkembang, kita tidak akan tahu seperti apa pusat kontak di masa depan. Tapi satu hal yang pasti: itu tidak mungkin menjadi entitas "fisik". Harapan pelanggan akan kemampuan pusat kontak bisnis telah...
We’ve Raised $40 Million in Series D to Help Enterprises Deliver Connected Conversations
2021 has been transformational for Exotel - we raised multiple rounds of funds, merged with Ameyo, acquired Cogno AI and emerged as leaders in customer engagement space in emerging markets. From being a customer communication platform that could support only two channels, we became a...
SMS Campaign Software 101 – A Brief Guide for Businesses
SMSes not only have 98% open and read rates but are also read within the first 90 seconds of the delivery. Clearly, SMS is a valuable communication channel for businesses and one of the most common uses of SMS is to run campaigns. (Source: CTIA...
How Indian Financial Institutions are Transforming Their Customer Engagement Practices
“I miss visiting the branch of Axis Bank to interact with the folks I know over there for years,” said Shivakumar Ganesan’s mother, when the pandemic locked down the country early last year. Shivakumar is our CEO, also fondly called Shivku. His mom continues, “Still,...
Kami Telah Mengakuisisi Cogno AI, Platform AI Percakapan untuk Mengaktifkan Percakapan Multisaluran Cerdas
Lanskap komunikasi pelanggan berubah lebih cepat dari sebelumnya pasca pandemi. Di Exotel, kami telah bekerja keras membantu pelanggan kami beradaptasi dengan perubahan ini selama 18 bulan terakhir. Dan perjalanan kami cukup menyenangkan - kami bergabung dengan Ameyo dan mengumpulkan dua putaran pendanaan. Sekarang, kami selangkah...
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