Group 9 You're in Change

How Companies Leverage Voice Recognition and AI to Enhance Human Conversations

We live in a digital world. Texts, tweets and typing is the language of today. However, not too long ago, it was the telephone that provided our main method of communication. Today we sit down with Gregg Johnson, CEO of Invoca, to discuss the changing landscape of business communication and how the phone call continues to be a vital part of the customer experience—now more than ever.

As the Chief Executive Officer of Invoca, Gregg connects phone calls and human conversations to the digital journey. The data his team collects drives revenue and ultimately makes customers happy. Gregg has looked at the numbers and despite what you may believe about the slow departure of the phone call, the numbers show that this perspective strays pretty far from what customers actually want.

References and Resources

Invoca

Harvard Business Review: Your Customers Still Want to Talk to a Human Being

Learn More: Frontier AnyWare Cloud-based VoIP Solution

Podcast: More Than a Phone System: Introducing Frontier AnyWare

Business Phone Service by Frontier

Business Ethernet Service by Frontier

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Connect with Gregg on LinkedIn

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Host Skip Lineberg

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Frontier Business

Frontier Communications offers voice, broadband, satellite video, wireless Internet data access, data security solutions, bundled offerings, specialized bundles for small businesses and home offices, and advanced business communications for medium and large businesses in 28 states and with approximately 18,600 employees based entirely in the United States.