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Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. ...
Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. ...
The point of the acquisition is to weave together Ciboodle's chief strengths -- its process-based customer contact management platform, agent desktop tools and case management expertise -- with what Kana does well, said Vikas Nehru, vice president of marketing for Kana. That would include email response management, knowledge management, Web self-service, and live chat, a category sometimes called "Web customer service."
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