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End of Messaging? - Dialogic - ContactCenterWorld.com Blog

End of Messaging?

Chetan Sharma has been discoursing on what he calls the “4th wave of mobile communications” for some time.  And I’ve commented on some of this from time to time.  He recently put out an update of the 4th wave paper called the “4th Wave Index: Benchmarking the Growth and Evolution of the Mobile Ecosystem.”  It’s an excellent paper.  On the last page, there is a bold subhead that totally caught my eye.  It said “Voice and Messaging Revenue line items will disappear from operating financials in the next 5-10 years.” 

First of all, it does not mean that there won’t be any voice or any messaging.  Obviously, there will be voice minutes, and there will be messaging such as text messages, and there will be integrated social media type of communications, etc.  But it does mean a few things:

1. Voice and Messaging erosion from the apps that run on the data networks obviate any need to continually point out this negative trend. When it gets small enough, there is no need to point it out anymore.

2. Social networking provides different kinds of communications. It could incorporate voice, it could incorporate text.  It’s intertwined more now and not so disparate.

3. The mobile service providers will be moving to what Chetan calls the “4th wave of mobile revenues” and will report on that.

4. The move to IP means that everything is data. Voice is a type of data.  Text is a type of data.  Video streaming is a type of data.  Different metrics will be used to measure success.

The 4th wave is extremely exciting not only for mobile service providers, but also for application developers such as Dialogic.  There are opportunities to add value in very many different ways.  One such way I have written about recently is real-time communications and value-added services that go with them.

Source: http://blog.dialogic.com/blog/end-of-messaging

Publish Date: August 23, 2016 5:00 AM


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eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

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Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
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ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
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Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
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