Sabio specialises in contact centre technology, transforming your customer interactions.

Blogs

Blogs

Customer journeys are becoming more complex as people readily engage across a variety of online and offline channels.

With the recent news that Alibaba has grown its stake in Lazada, the major South East Asian e-commerce platform, it’s becoming clear that the region is lining up to be a major customer engagement battleground.

How organisations engage with customers has never been more critical, especially in a world where customer service and the actual experience offered is often the only differentiator.

With improving online security we’re increasingly seeing highly professional APAC phishing operations refocus their fraud efforts on the traditional voice channel. This is no longer just an issue for financial services firms, particularly as phishing attacks have now broadened out to focus on other organisations and services.

I was reading a great story on ZDNet recently that looked to identify some of the enterprise technologies likely to set the innovation agenda for businesses this year.

Not surprisingly, there was a lot of overlap with the Transforming Customer Contact White Paper that Sabio produced in January – where we examined the key technologies accelerating today’s consumer service expectations.

Attending last week’s Avaya Technology Forum in Dublin it was great to witness the sheer scale and acceleration of innovation as Avaya commits to supporting its customers in achieving their digital transformation goals.

It’s long been established that improving the customer experience is one of the digital age’s key battlegrounds however, introducing new business communications functionality is always challenging.

For the last couple of years we’ve been highlighting the potential of WebRTC (Web Real-Time Communication) - the Google-owned open source project that effectively turns the Web into a powerful open communication platform.

At a time when much of the momentum in terms of re-inventing the customer journey seems to be focused on activities at Google and Facebook, it was fascinating to see Microsoft detail its plans for intelligent engagement at its Build 2016 event last week.