It seems like every other day now we get a blog post about how one technology/channel is dead and how this new thing is now the best thing since sliced bread. First they said the phone call is dead. Not . Then they said email is dead. Or support over email is dead. etc etc. Not Though these may be ok to get page views, the reality of the matter is quite different. Phone calls and Email usage has not gone down ( for businesses, its a different story for B2C). In fact it has increased. And all the blog posts take some example of a bad implementation and highlight what is wrong with the old technology or channel. Problem is even in the new channels, in app support etc there are some very bad examples. But that does not mean that the problem is with the channels. The problem is with the implementations. Flickr For example, very few IVR systems use the context of the caller and provide help. Very few use speech recognition technologies which have improved by leaps and
Our hits and misses while building a scalable cloud telephony platform KooKoo, Ozonetel.