Kevin Mertz
Recent Posts
“Why should I replace my IVR with an IVA?” I’m starting to hear that question a lot from companies that I work with on a regular basis, so I’d like to address the question more broadly.
Read MoreTopics: Contact Center, Customer Experience, Digital Transformation, Modernization
Believe it or not, composable architecture is a concept that’s been around for a while. There are many articles dating back to 1998 (and possibly beyond) which touch on the merits of taking this approach to designing a reliable and secure network. However, it has become all the rage in recent times due to the unpredictability brought by COVID as well as Gartner’s recommendation that organizations strive for composability. The purpose of this blog post is to help folks understand why this is important and how it relates specifically to customer experience.
Read MoreTopics: Cloud, Customer Experience
When you think of any one of these technologies – Internet of Things (IoT), Web Services, or WebRTC – by itself, each is a bright and shiny object that catches our attention. The capabilities of each of these technologies stand on their own and are very cool.
Read MoreTopics: Unified Communications