Priyanka Tiwari

About the Author

Priyanka Tiwari

As a Director of Product Marketing, Priyanka is responsible for messaging, positioning and go-to-market strategy for Interactions Intelligent Virtual Assistant. Priyanka specializes in product and content marketing and, bringing enterprise software products to market. Before joining Interactions, Priyanka led product marketing for IT operations tools at SmartBear Software. Prior to that, she worked on cloud data storage systems as a Software Engineer at EMC Corp. Priyanka holds a Bachelors of Engineering in Electronics from Mumbai University and an MBA from Babson College.

Blog

4 Reasons Why Voice is the Future of Customer Experience

What is an ideal customer experience? For me, it is natural, frictionless and productive; regardless of the brand I’m dealing with, the time of the day, or the channel I use. Now think about the different channels you use to interact with a brand – it could be the website, the mobile application or the trusty phone call to customer service.

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To Chatbot or Not to Chatbot?

It is impossible to ignore chatbots if you are even remotely following the customer care industry. They seem to be everywhere. Some tech publications even called 2016 ‘the year of chatbots’ and 2017 ‘the year when chatbots will actually make customers more productive.

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Finding the Budget for Voice Biometrics

Implementing some kind of biometrics authentication to protect your customers’ identities used to be an innovation play, but with increasing incidents of frauds and breaches, it has become a hygiene issue in the past few years.

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What is Multi-Factor Authentication (and How Do You Implement it?)

As a company, it’s important to provide the best security for your customers. And with so many potential ways for strangers to hack into accounts and steal someone’s identity, a foolproof way to verify your customer’s identity is crucial – for your business and for your customers.

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Delight Your Customers with Voice Biometrics

Voice biometrics offers convenient and secure authentication for your customers.

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Preventing Healthcare Fraud with Voice Biometrics

For consumers and organizations alike, fraud is a growing cause for concern across all industries. The stakes are even higher, however, in industries like healthcare, which has suffered the highest number of fraud attacks of any sector over the past few years.

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The True Cost of DTMF

Press 1 for lower CSAT, 2 for lost revenue We have all been on the receiving end of this ancient customer service technology. “Press 1 for sales, 2 for billing, 3 for something else…”. Dual Tone Multi-Frequency Touchtone dialing (DTMF) presents a list of menu options to choose from and directs your call accordingly.

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Customer Care in the “Age of the Customer”

The average consumer is exposed to many brands on a daily basis – numerous products and services they could ‘hire’ at their fingertips 24/7. In this hyper-availability and hyper-adoption era, it’s understandable why brands struggle to stand out in the eyes of the consumers.

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