Mosaicx

This is a photo of a young woman smiling at her phone while working at her home office, definitely using an IVA to communicate with a virtual contact center.

6 min read

Glimpse into IVAs: The Technologies that Power Virtual Contact Centers

The evolution of digital transformation in the customer experience has made way for remote contact center expansion. Changes in customer demands and tech advances have introduced new, automated tools that help businesses keep pace with their...

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Photo showing two women discussing business in an office.

5 min read

The Value of Voice in Customer Experience

When it comes to customer interactions, voice matters. Customers like to feel that their requests are understood when they contact customer support....

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Photo showing a man and woman laying on the floor, using a laptop.

4 min read

Omnichannel vs. Multichannel: Are They the Same Customer Experience?

Customers want to connect with brands across multiple channels on their preferred platforms. These shifting expectations have paved the way for two...

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Photo of an internet service subscriber sitting on a couch, wearing headphones, and using a laptop, enjoying his subscriber experience.

4 min read

How to Enhance the Subscriber Experience with Virtual Agents

Utility and communication service provider companies can sometimes struggle with historical stigmas of poor customer service or customer...

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Photo showing two women using a laptop and discussing contact center automation tools.

7 min read

Contact Center Automation Tools: 3 Signs It’s Time to Add an IVA

A few signs may indicate that your business is ready to invest in contact center automation tools. Intelligent virtual agents (IVAs) solve today’s...

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Photo showing a contact center agent working from home.

4 min read

Tips for Contact Center Automation: ACD vs. IVR vs. IVA

Evolving customer service expectations push companies to rethink historical approaches to customer service and experience. Now, the contact center...

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Photo showing two men discussing customer experience management, looking to gain a competitive advantage in the market.

3 min read

How Customer Experience Management Gives You a Competitive Advantage

Everyone is looking for an edge over their competitors, and customer experience management may be the best way to gain a competitive advantage....

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Photo showing a contact center agent working from home to create high-value customer experiences.

3 min read

How Cloud Contact Centers Add Value to the Customer Experience

Providing an outstanding customer experience is essential, especially as businesses focus on modernizing communications to expand their existing...

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Photo showing a man smiling and using a cell phone on the street, probably talking to a virtual agent using conversational AI and conversational design.

4 min read

Conversational AI vs. Conversational Design

In today’s digital world, consumers are communicating with computers more frequently through conversational artificial intelligence (AI). Behind the...

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Photo of a man and his dog contacting customer service on a laptop, hoping for a great customer experience.

6 min read

Customer Service vs. Customer Experience

Not many people want to contact customer service. Usually, that means something went wrong, and it makes things worse when a customer doesn’t get...

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Photo showing a woman making an introduction and shaking hands with someone across a table.

4 min read

An Introduction to Natural Language Processing

Can you have a natural-sounding conversation with a machine? Modern technology attempts to bridge the gap between human-to-human and human-to-machine...

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A photo with graphic overlays showing a man holding a credit card, shopping, and receiving retail customer service.

4 min read

How Virtual Agents Improve Retail Customer Service

E-commerce and online shopping continue to increase in popularity among consumers. This shift has forced brands to enhance retail customer experience...

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Photo showing a man smiling while working, having a great employee experience in a contact center.

3 min read

The Future of Employee Experience in Contact Centers

The job market is undergoing a transformation, with people thinking critically about where and how they work. At the same time, consumer demand for...

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