Library

There's a lot going on in customer care.
We'll help you stay on top of it all.

eBook

To Text or To Talk?

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Read our ebook to understand customer care preferences for voice and digital channels.

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eBook

How AI is Shaping the Future of Collections

When it comes to making overdue payments, how do consumers prefer to interact with collections agencies? Read our latest collections research to find out.

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Case Study

Constant Contact Sees Reduction in Call Handle Time with Intelligent Virtual Assistant

Constant Contact, an email marketing company, needed a way to streamline their customer service queue. With an Intelligent Virtual Assistant from Interactions, Constant Contact is now able to personalize and collect valuable insight from each customer.

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Webinar

Modern Contact Center Strategy with TXU Energy and Westar Energy

Utility customers want to have their customer care issues resolved quickly and easily, but traditional automated systems limit customers to a specific path. Listen to this on-demand webinar and hear leaders from TXU Energy and Westar Energy discuss their decision to switch to an Intelligent Virtual Assistant.

eBook

Creepin' it Real

While artificial intelligence is changing our world in ways we never thought possible, but it also has somewhat of a creepy reputation. Many companies struggle to find the line between what consumers find creepy and what they find helpful, which makes it hard to implement AI in a beneficial way.

eBook

Artificial Intelligence and the Customer Experience

There’s no denying that artificial intelligence (AI) is popping up everywhere in consumers’ daily lives. You can’t turn on the news, listen to your favorite podcast or read an article without hearing about the latest and greatest development in AI. But for many businesses, AI is more than hype—it’s an important part of how they do business and connect with their customers.

Video

TechTalk: Omnichannel

What is omnichannel, and why is it so important? How does it differ from multichannel or cross-channel? Watch this short video with Priyanka Tiwari, Senior Product Marketing Manager, to learn the answers to these questions and more.

eBook

3 Important Things a Chatbot Can’t Do (But an IVA Can)

As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. Your customers’ time is valuable—and they want you to recognize this fact and deploy technologies that put time back into their day.

Webinar

Preparing for AI and Evolving Consumer Preferences

As artificial intelligence gains traction as a preferred method of communication with consumers, debt collectors must adapt to new contact methods to maintain a competitive edge.

eBook

An Executive Guide to IVAs for Collections

An Intelligent Virtual Assistant (IVA) is an integral part of an agency’s strategy today. Learn everything an executive in the Collections industry should know when it comes to deploying an IVA, including best practices for channel strategies, transactions to automate and risk mitigation techniques.

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