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Adaptive IVR Blog

Randy Holl

Randy Holl was the CIO of Contact Solutions at the time of article publication.

Recent Posts by Randy Holl:

CIO Review: Digital Consumerism Changes the Face of the Contact Center

Customer Service is no longer just about answering the phone; it’s about being responsive to voice, social media, messaging, video, email, digital web and mobile.

Addressing today’s digital consumer-centric environment is now table-stakes and your Contact Center technology has to step up and keep pace.  Working with clients struggling with outdated telecom and contact center infrastructure while others seize market advantage by embracing advanced multi-channel integrated cloud platform solutions is an eye-opening experience.  The conclusion is clear.  There’s only one-way to go.  That’s forward – and fast.

Topics: Customer Engagement Customer Care Mobile Engagement IVR Business Case Performance Optimization Customer Experience Process Improvement Contact Center Insights Personalization