The phone is dead, right? Wrong. While omnichannel experiences are vital, consumers still turn to the phone when it comes to getting customer service, especially when the issue is more urgent. This is one of the key findings from a new Five9 survey aimed at understanding customer behavior and preferences when it comes to customer service.
New integration enables Cyara to test Twilio Flex agent routing and data passing functionality – reducing project timelines and risk while improving CX quality
Recently, I was having some email issues with my O365 Exchange account access from my Windows/Outlook PC. On one of my calls, a technician asked if he could check my email settings with a screen sharing viewer. To my initial surprise, he invited me to a Zoom conference and used the Zoom features to look at my email (there were no issues, surprise). After thinking about it, using the Zoom screen sharing was logical for what he needed to do.