https://blog.ivrpowers.com/tags/cx/ Recent content in cx on Blog Hugo -- gohugo.io en-us Sat, 11 Apr 2026 08:00:00 +0200 https://blog.ivrpowers.com/post/trends/responsible-ai-implementation/ Sat, 11 Apr 2026 08:00:00 +0200 https://blog.ivrpowers.com/post/trends/responsible-ai-implementation/ Photo source: Interactive Powers Responsible AI implementation: beyond maximalist automation in customer experience (CX) Combining the two phenomena above—the customer’s perception of emotional betrayal illustrated by Anthropic, and the uncanny valley in AI interactions—reveals a systemic risk in today’s adoption of AI within customer experience processes. Companies that deploy AI in a maximalist way, aiming to automate 100% of the funnel without considering these psychological barriers, are making a strategic mistake—even in mature sectors. https://blog.ivrpowers.com/post/trends/the-uncanny-valley-in-ai/ Wed, 08 Apr 2026 15:00:00 +0200 https://blog.ivrpowers.com/post/trends/the-uncanny-valley-in-ai/ Photo source: Interactive Powers The “Uncanny Valley” in AI: overconfidence in LLMs harms customer experience (CX) The concept of the “uncanny valley,” proposed by Masahiro Mori in 1970, is back at the center of the debate more than 50 years later. It describes a non-linear curve of emotional affinity toward artificial entities: acceptance rises as something looks more human, but drops sharply when it is perceived as “almost human, but not quite. https://blog.ivrpowers.com/post/trends/a-warning-about-the-limits-of-ai-interactions-with-customers-cx/ Sun, 05 Apr 2026 21:00:00 +0200 https://blog.ivrpowers.com/post/trends/a-warning-about-the-limits-of-ai-interactions-with-customers-cx/ Photo source: Interactive Powers Anthropic’s Super Bowl ads: a warning about the limits of AI interactions with customers (CX) During Super Bowl LX in 2026, Anthropic launched an ad campaign that sparked wide debate across the tech and business world. In spots titled “[Betrayal](”, “Deception”, “Treachery”, and “Violation”, everyday scenarios show an AI assistant giving sincere advice—about personal relationships, fitness training, or business planning—and then suddenly interrupting the conversation with an abrupt sales pitch that feels out of place to the customer. https://blog.ivrpowers.com/post/trends/companies-that-achieve-roi-in-cx-do-not-replace-humans-with-bots/ Thu, 19 Mar 2026 15:00:00 +0200 https://blog.ivrpowers.com/post/trends/companies-that-achieve-roi-in-cx-do-not-replace-humans-with-bots/ Photo source: Interactive Powers Companies that achieve ROI in CX don’t replace humans with bots. They decide when to escalate from one to the other. Organizations that are building differentiation in CX don’t choose between automation and personal service. They precisely design at what moment in the customer journey the right value is delivered, and equip each channel with the necessary technology to perform at its maximum. 🤖 The AI Agent plays a defined and completely legitimate role within the customer service ecosystem: managing high volumes of inquiries, resolving simple and highly repetitive requests, uninterrupted availability twenty-four hours a day. https://blog.ivrpowers.com/post/trends/most-companies-measure-cost-per-interaction/ Thu, 19 Mar 2026 12:00:00 +0200 https://blog.ivrpowers.com/post/trends/most-companies-measure-cost-per-interaction/ Photo source: Interactive Powers Most companies measure cost per interaction. Your customer measures the value of the experience. There’s a table that rarely appears complete in CX reports. Not because the data doesn’t exist, but because comparing the two models on the same indicators produces uncomfortable conclusions when you’ve bet solely on one type of optimization with AI automation as a growth solution versus the combination with human intelligence (HI) in person or virtually. https://blog.ivrpowers.com/post/trends/has-ai-reduced-your-operating-cost-by-70-percent/ Thu, 19 Mar 2026 09:00:00 +0200 https://blog.ivrpowers.com/post/trends/has-ai-reduced-your-operating-cost-by-70-percent/ Photo source: Interactive Powers Has AI reduced your operating cost by 70%? Or perhaps you’ve lost customers without seeing it or knowing it. Every quarter, CX dashboards reflect the same thing: ✅ Your cost per interaction has decreased. ✅ Your “AI-resolved” cases are in the majority. ✅ Your CSAT surveys have slightly improved. The metrics are positive, everything seems to be heading in the “right direction”… saving operational costs. https://blog.ivrpowers.com/post/contactcenter/a-winning-formula-for-contact-centers/ Thu, 24 Jul 2025 12:00:00 +0200 https://blog.ivrpowers.com/post/contactcenter/a-winning-formula-for-contact-centers/ Photo source: Interactive Powers - Freepik A Winning Formula for Contact Centers: Intelligent Automation Powered by Human Agents. The contact center industry is undergoing an accelerated revolution, driven by the massive adoption of artificial intelligence (AI). Tools such as chatbots, callbots, voicebots, and advanced notification systems are transforming the interaction between companies and customers, providing quick and accurate responses to routine inquiries. This change should not focus solely on reducing costs or improving operational efficiency, but also on elevating the quality and value of service. https://blog.ivrpowers.com/post/contactcenter/why-video-rtc-is-so-different-for-contact-center/ Tue, 22 Apr 2025 18:00:00 +0200 https://blog.ivrpowers.com/post/contactcenter/why-video-rtc-is-so-different-for-contact-center/ Photo source: Interactive Powers - Freepik Video calls demand operational excellence in communications technology to deliver professional services that match the high performance of traditional voice channels. Video communication is the most demanding channel in terms of quality and performance, requiring robust and optimized infrastructure to manage video calls with the same efficiency as phone calls. To ensure a smooth and professional experience comparable to voice, the highest operational standards are required. https://blog.ivrpowers.com/post/trends/why-do-online-services-need-video-calls/ Sun, 23 Feb 2025 12:00:00 +0200 https://blog.ivrpowers.com/post/trends/why-do-online-services-need-video-calls/ Photo source: Interactive Powers - Freepik If you continue using the same channels as your competition, don’t expect to get better results in your Customer Experience. Video calls: a Game Changer. In today’s digital world; where most businesses are growing their online strategies with —basic chatbots, generic emails and web forms, social media, call centers—, the results generally end up being quite similar with the same rates of undecided customers and lost opportunities. https://blog.ivrpowers.com/post/trends/video-calls-the-digital-gateway-for-seniors/ Thu, 13 Feb 2025 12:00:00 +0200 https://blog.ivrpowers.com/post/trends/video-calls-the-digital-gateway-for-seniors/ Photo source: Interactive Powers - Freepik A Strategic Opportunity for Companies to Better Connect with Senior Audiences. Based on our international experience implementing video call services, we can highlight a significant market opportunity that many companies are overlooking: the senior segment. Breaking Down Myths about Technology and Older Adults Contrary to the widespread belief held by many operations, marketing, or technology executives, we have found that there is no real digital barrier for this segment. https://blog.ivrpowers.com/post/trends/why-you-should-implement-video-services/ Wed, 22 Jan 2025 12:00:00 +0200 https://blog.ivrpowers.com/post/trends/why-you-should-implement-video-services/ Photo source: Interactive Powers - Freepik Transactional video calls change competitiveness, and improve several important key factors for any company. In today’s digital era, where technology evolves rapidly and connectivity expectations are ever-increasing, video services have become a truly indispensable tool for companies seeking to remain competitive and effectively adapt to new ways of interacting with customers and collaborators. The ability to establish real-time visual connections not only improves communication but also fundamentally transforms how companies operate and relate to their environment. https://blog.ivrpowers.com/post/trends/why-do-many-companies-not-implement-video-services/ Wed, 27 Nov 2024 21:00:00 +0200 https://blog.ivrpowers.com/post/trends/why-do-many-companies-not-implement-video-services/ Photo source: Interactive Powers - Freepik From fear of failure to lack of preparation and knowledge gaps, companies face several challenges. In today’s business landscape, integrating video calls into customer service presents a significant opportunity to improve user experience and streamline operations. This innovation is particularly relevant since many companies struggle with service quality and problem resolution through traditional channels and social media. Despite these benefits, many organizations remain reluctant to embrace this technological advancement. https://blog.ivrpowers.com/post/trends/video-contact-center-trends/ Tue, 12 Nov 2024 21:00:00 +0200 https://blog.ivrpowers.com/post/trends/video-contact-center-trends/ Photo source: Interactive Powers - Freepik How Can We Help Your Business with Video Calls? In today’s customer-centric world, providing seamless, high-quality service experiences is crucial for businesses to stay competitive. However, one highly effective channel often goes underutilized in contact centers: video calling. Many businesses overlook video support, which has the potential to transform customer service, enhance customer satisfaction, and optimize operational resources. Here’s a closer look at why video calling is an invaluable asset for modern businesses and how it meets the needs of both companies and consumers alike. https://blog.ivrpowers.com/post/marketing/human-interaction-in-support-of-digital-channels/ Sun, 17 Mar 2024 20:00:00 +0200 https://blog.ivrpowers.com/post/marketing/human-interaction-in-support-of-digital-channels/ Photo source: Interactive Powers - Freepik Elevating Consumer Online Confidence through Video Real-Time Communications. Users abandon online transactions not only due to poor UX but also because they need trust in the process. Users want to feel secure when conducting online transactions, especially when it involves sharing personal or financial information. An intuitive and user-friendly interface is crucial for a good user experience, but trust in the process also plays a vital role. https://blog.ivrpowers.com/post/marketing/the-crucial-role-of-human-in-cx/ Tue, 12 Mar 2024 20:00:00 +0200 https://blog.ivrpowers.com/post/marketing/the-crucial-role-of-human-in-cx/ Photo source: Interactive Powers - Freepik Beyond automation: The best customer experience, lies in an authentic and human interaction. While Artificial Intelligence (AI) tools can provide speed, efficiency and convenience, they lack sufficient empathy, a full emotional understanding of the customer to take nuanced decisions that humans possess. Face-to-Face conversations bring a personal touch, better connection and adaptability that are essential for fostering trust and building customer effective transactions for businesses. https://blog.ivrpowers.com/post/marketing/taking-customer-experience-to-the-next-level/ Mon, 23 Nov 2020 00:21:30 +0200 https://blog.ivrpowers.com/post/marketing/taking-customer-experience-to-the-next-level/ Photo source: Freepik Creative Commons. Businesses require to improve CX in a new way. Video has never been so relevant for all of us. Interactive Powers helps businesses bring their human-to-human interactions to the digital world with scalable, flexible and secure video communications. Video RTC with SPLIT technology is a key differentiator for any ACD (Automatic Call Distribuitor) to deliver the best possible voice & video experience with the lowest latency in a Contact Center. https://blog.ivrpowers.com/post/marketing/scheduled-video-calling/ Fri, 06 Nov 2020 00:20:30 +0200 https://blog.ivrpowers.com/post/marketing/scheduled-video-calling/ Photo source: Interactive Powers Creative Commons. Scheduled Video Calls that enable the fastest face-to-face commmunication for a Remote Workforce. Imagine all your workforce requires to work from home or from anywhere, imagine you can’t connect all of them in unique real-time attention but they require to collaborate everyday each others to support your products and services. At Interactive Powers, we understand that kind of peer-to-peer (P2P) video calls are not just video meetings but something more specific between a call and a video room: we call this kind of interaction, Scheduled Video Calling. https://blog.ivrpowers.com/post/marketing/live-streaming-event-with-video-call-queueing/ Thu, 05 Nov 2020 00:21:00 +0200 https://blog.ivrpowers.com/post/marketing/live-streaming-event-with-video-call-queueing/ Photo source: Interactive Powers Creative Commons. Create a Live Streaming event and face-to-face connect your audiance to your sales team. Live Streaming can be the perfect engaging virtual event for your brand to attract a high number of viewers simulteanously. This is really great power of real-time but you can also do much more with your remote workforce team, if they can join any of this visitors at this big moment. https://blog.ivrpowers.com/post/marketing/landing-web-page-with-video-call-queueing/ Thu, 05 Nov 2020 00:20:30 +0200 https://blog.ivrpowers.com/post/marketing/landing-web-page-with-video-call-queueing/ Photo source: Interactive Powers Creative Commons. Enable your landing page or website visitors to join video agents in just one-click. Landing pages or Business Website receive visits from your customers at anytime, you should improve your customer support connecting one-to-one at this moment. A Chatbot, Form, Email is required but it could be not enough to engage a customer with your product or brand. Adding a Video Call Queueing enables that any customer can react and talk face-to-face with one of the sales agents at this moment. https://blog.ivrpowers.com/post/marketing/video-call-switching-to-mobile-device/ Sun, 25 Oct 2020 00:20:00 +0200 https://blog.ivrpowers.com/post/marketing/video-call-switching-to-mobile-device/ Photo source: Interactive Powers Creative Commons. Flip your frontend webcam stream to a mobile device in order move arround during a Video Call without hangup. Specific support or sales interaction could require agents or sales representative to move around a showroom during a video call using their smartphone without hangup. We recommend to consider this agent side option in SPLIT that enable to switch easily to their mobile device using our QR code in screen. https://blog.ivrpowers.com/post/marketing/scan-to-videocall-with-qr-code/ Sun, 25 Oct 2020 00:18:00 +0200 https://blog.ivrpowers.com/post/marketing/scan-to-videocall-with-qr-code/ Photo source: Interactive Powers Creative Commons. Make better and safe local point of sales with Scan-to-Videocall in order to improve social distance and get face-to-face sales online support. You want your customers to directly video call your contact center using their smartphone without any mobile app, registration, pluging or download. This Video RTC feature is very interesting to connect easily existing local services with a remote sales force team that will provide safe face-to-face support to users or customers. https://blog.ivrpowers.com/post/marketing/video-rtc-solutions-ecosystem/ Sun, 19 Jul 2020 00:18:00 +0200 https://blog.ivrpowers.com/post/marketing/video-rtc-solutions-ecosystem/ Photo source: Interactive Powers Creative Commons. Extending and empowering your business with Video Interactions out of the Contact Center. The adoption of video communications continues to expand globally. As more businesses are using video to connect with their users or customers remotely and realizing the importance of improving their customer experience, it is more critical than ever for video interactions to be as simple as possible. This is why more and more teams today are choosing our solutions so that callers do not need to download or install any application to connect instantaneously. https://blog.ivrpowers.com/post/marketing/video-calling-on-queue/ Fri, 03 Jul 2020 00:18:00 +0200 https://blog.ivrpowers.com/post/marketing/video-calling-on-queue/ Photo source: Interactive Powers edited. Video Calling has to be “On Queue” to reach the highest effectivity and productivity to ensure the best Customer Experience and ROI. Video RTC for Genesys a unique complementary solutions for Contact Center that allow to handle Video Calling “On Queue” for your Contact Center thanks to SPLIT Forward / SPLIT Reverse a convergent WebRTC / SIP communications integration. Most existing Video powered addons are only working “Off Queue” because these products do not control any ACD event during all digital interactions and obviously cannot manage both inbound / outbound phone calls and video calls. https://blog.ivrpowers.com/post/marketing/getting-started-with-dialogflow/ Thu, 21 Feb 2019 02:00:00 +0200 https://blog.ivrpowers.com/post/marketing/getting-started-with-dialogflow/ Photo source: Dialog Flow - Desconstructing Chatbots, Interactive Powers edited. Conversational IVR, is the Next Big Thing in Telephony and Internet of Things to connect better your customers with your business. Forget the technology, building the next generation of IVR self-services is more a question of business process to understand how your voice self-service has to manage the conversation. We are please to share this interesting video from Google about DialogFlow. https://blog.ivrpowers.com/post/marketing/what-about-chatbots/ Wed, 20 Feb 2019 00:18:00 +0200 https://blog.ivrpowers.com/post/marketing/what-about-chatbots/ Photo source: Dialog Flow - Desconstructing Chatbots, Interactive Powers edited. Building the future of Conversational IVR with a Natural Language Understanding NLU interfaces instead of Prompts or Menus with direct dialogs. We are pleased to share a very interesting video from Google about Chatbots under the wood technology. It’s really easy to understand in just few minutes: what is the new approach to build an advanced Natural Language Understanding (NLU) interfaces. https://blog.ivrpowers.com/post/marketing/web-chat-vs-live-chat/ Tue, 18 Dec 2018 18:00:00 +0200 https://blog.ivrpowers.com/post/marketing/web-chat-vs-live-chat/ Photo source: Pixabay. Creative Commons What are the difference about these two chat modalities, and considerations to have during a text typed business communication? Most existing Contact Centers have added a Chat Channel to connect their agents with online connected users without the help of a phone. Today, It’s really important to understand properly what is the best way to use any Chat modality in order to avoid an integration nightmare in the future or less integration reworks for your business processes. https://blog.ivrpowers.com/post/marketing/chat-channel-automation-extension-integration/ Mon, 17 Dec 2018 18:00:00 +0200 https://blog.ivrpowers.com/post/marketing/chat-channel-automation-extension-integration/ Photo source: Pixabay. Creative Commons Existing business chat features have to be properly automated, connected and extended to provide a right value for any business application. It’s not just only a question of adding another channel, chat is a really poor conversation modality for humans. Of course, it provide very interesting advantages, because of its simplicity, quick adoption and low bandwidth requirements but it steel being a limited communication feature in a continuous evolution of online customers or consumers requirements. https://blog.ivrpowers.com/post/marketing/the-merge-ivr-rtc-contact-center/ Wed, 05 Dec 2018 00:18:00 +0200 https://blog.ivrpowers.com/post/marketing/the-merge-ivr-rtc-contact-center/ Photo source: Unsplash. Creative Commons Contact Center: Artificial Inteligence and Omnichannel strategies will require to upgrade and rethink all your IVR and RTC technology or services. At Interactive Powers, when we launched our first products, we had always considered the Contact Center as a primary technology platform that requires to connect many and new channels to become a Multi-channel system or much better ever an Omnichannel system. In the early stage of the Digital Transformation, we couldn’t imagine our main business product lines Smart IVR and Video RTC to become so close that they are now just part of a whole strategic approach for any Contact Center evolution. https://blog.ivrpowers.com/post/trends/video-calling-as-a-new-game-changer/ Sat, 21 Jul 2018 22:00:00 +0100 https://blog.ivrpowers.com/post/trends/video-calling-as-a-new-game-changer/ Photo source: Pexels. Creative Commons. Consumers welcome convenience of Video Calling to talk to brands and businesses, 24% would consider switching to a bank that offered Video Calling. The majority of person-to-person video calls currently happen through third-party social media and messaging applications like Skype, Messenger and WhatsApp etc. especially on mobile phones. To capitalize on this user behavior, 38% of brands and businesses have to integrate video calling within their own website and mobile applications, while a further 46% are currently considering it. https://blog.ivrpowers.com/post/trends/video-calling-is-the-next-cx-frontier-for-brands/ Sat, 21 Jul 2018 20:00:00 +0100 https://blog.ivrpowers.com/post/trends/video-calling-is-the-next-cx-frontier-for-brands/ Photo source: Pexels. Creative Commons. Video Calling is becoming the next channel to include for businesses and avoid consumer switching to other brands with an complete omnichannel customer services. Facing the demand, 21% of businesses expect to launch video calling pilot services within the next two years. The key benefits driving this uptake include improved customer experience (CX). “Consumers are expecting to be able to engage with the brands and businesses in their lives whenever, and however they like, with Video Calling becoming an increasingly important complementary channel across multiple industries from retail to financial. https://blog.ivrpowers.com/post/marketing/successfull-combination-ivr-rtc/ Sun, 15 Jul 2018 00:18:00 +0200 https://blog.ivrpowers.com/post/marketing/successfull-combination-ivr-rtc/ Photo source: Unsplash. Creative Commons Improve customer experience (CX), while reducing telecommunication costs and increasing customer satisfaction. Our Vision for your Business Communications. Interactive Powers vision is to streamline your business communications with the help of our two core technologies called IVR (Interactive Voice Response) and RTC (Real-Time Communications). Our platforms embrace open standards like SIP (Session Initialization Protocol), VoiceXML (Voice eXtended Meta Language), RTMP (Real-Time Messaging Protocol) and WebRTC (Web Real-Time Communications) allowing businesses to directly embed audio-only or audio & video conversations and collaboration functionality within their website or mobile customer care apps. https://blog.ivrpowers.com/post/marketing/new-approaches-ecommerce-customer-service/ Tue, 20 Jun 2017 12:46:41 +0200 https://blog.ivrpowers.com/post/marketing/new-approaches-ecommerce-customer-service/ Photo source: Unsplash. Creative Commons Exceptional customer service is critical in e-commerce. Surveys show that customer experience highly affect purchases. 70% of buying experiences are based on how the customers feel they are being treated. The impact is so high that 91% of unhappy customers will not willingly do business with the company again. Feedback and Personalization. Customers appreciate a good service, which is an essential part of ecommerce businesses. https://blog.ivrpowers.com/post/marketing/video-chat-good-strategy-business/ Thu, 15 Jun 2017 13:49:56 +0200 https://blog.ivrpowers.com/post/marketing/video-chat-good-strategy-business/ Photo source: Pixabay. Creative Commons More than ever businesses need to pay attention to customer experience and provide them with quality support. In addition to phone, email and self-service, Live Communications are an excellent tool to improve customer satisfaction. Video Chat makes available an efficient and immediate support. And it is a cost-saving option to companies that provide personalized services. Some Benefits of a Video Chat are: Seeing is believing.