Rob Wiles highlights the enduring relevance of voice as the most widely used channel across all demographics and businesses. However, the surge in digital channels can be attributed to the consumer demand for round-the-clock accessibility and self-service capabilities.
Whether it’s through voice or chat bot channels, the convenience of self-service has greatly contributed to their adoption.
Major players in the customer relationship management (CRM) sector, such as Salesforce, have introduced their own digital channels to cater to customer needs. This indicates the recognition of market demand and the necessity for technology solutions to address it effectively.
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