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DCG research and articles about: voice

voice care agents

Voice is Dead. Long live Non-Voice.

Since 2010 the sale of voice-related technology for the contact center has seen a steady decline. This has forced the contact center and voice vendors such as Avaya, Interactive Intelligence, Cisco, Nuance, Genesys and others to explore different growth strategies in order to keep shareholders happy. The typical choices these vendors made was to start… read more >

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