Key Takeaway WhatsApp works for reminders because 850 million Indians already use it daily. Meta itself now builds bill payments into the WhatsApp app. A WhatsApp reminder persists in the chat with a read receipt. A missed call or an unread SMS offers neither persistence nor a receipt. Consent and Meta’s template approval keep a […]
TL;DR Genesys and NiCE fit large, complex operations Dialpad, CloudTalk, and Acefone fit smaller teams based on voice-inclusive pricing Match team size and voice needs to the vendor first; treat the headline price as a starting point Every list of Five9 competitors starts with one number: 50. That is the seat minimum Five9 enforces on […]
TL;DR: Hinglish voice AI has to handle callers who mix Hindi and English mid-sentence, which breaks most single-language voice AI. AceX AgentStudio detects and switches languages automatically during a live call, with no manual triggering or setup required. It runs on India-resident, DPDPA-compliant infrastructure and gets tested against 50+ Hinglish scenarios before going live. Every call also gets […]
AI agent coaching is not one product. Most people use the phrase for two completely different things. One is live, in-call whispers. The other is scoring calls after they end. Vendors pick whichever they already sell and call it the whole thing. That mix-up costs contact centers in real time when they buy the wrong tool for […]
Most collections teams assume more automation means more money recovered. That is not always true. Push AI in debt collection too far, and you lose a borrower’s trust. That trust is what gets a promise kept. We built AceX Contact Center Studio on a different premise. Let AceX AgentStudio run the routine calls, then get a human on the line the moment a […]
Compliance and collections leaders worry about DPDPA rules. Most treat DPDPA compliance for BFSI collections calls as a checkbox they audit once and move on. That’s backward. In our conversations with NBFC and fintech lenders, the compliant ones move faster, not slower. They pass audits with fewer flags. They win RFPs that compliance laggards lose. Here we break down what […]
Is Genesys still the safe choice for a growing contact center, or has “safe” started meaning “slow and expensive”? Teams that deployed Genesys Cloud CX for its Gartner pedigree are increasingly running the same math. A tiered pricing model that punishes small deployments, a professional-services bill that shows up every time something needs to change, […]
Most latency numbers you see for voice agents aren’t what the customer actually feels. Most knowledge setups either bloat every prompt or go stale. Most TTS engines still mispronounce your own brand name. Here’s how we changed that. Latency Now Means What the Customer Feels Industry reporting typically tracks AI Infra Latency, the sum of STT Latency, LLM Latency, […]
Most QA managers say the same thing about AI call analytics tools. They work, but you cannot see inside them. You cannot tweak a scoring rule without raising a ticket. You cannot tell if a transcript in Hindi got scored as accurately as one in English. Over the past five months, we have shipped a run […]
Is the BPO industry disappearing because of AI? No, that’s the wrong question. The real shift is that the AI BPO market is splitting into two camps. One side treats AI as the way it delivers work, from day one. The other side still sells seats and shifts, hoping the old playbook holds a little longer. The gap between […]
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