Automated Contextual Collaboration Takes Customer Contact To A New Level

Telecom Reseller publisher Doug Green speaks with Mark Castleman, founder and chief executive officer of Vobi (www.vobi.co) regarding the status of collaboration technology today, and the challenges businesses experience in implementing these solutions.

A serial entrepreneur who has launched several highly successful telecommunications providers, Castleman describes the concept of Automated Contextual Collaboration, and how Vobi’s technology uses voices calls to instantly launch intuitive collaboration sessions between callers. Castleman also discusses Vobi’s channel strategy, and its role as a hardware- and software-agnostic facilitator of richer, and more beneficial collaboration sessions.

In simple terms, Vobi proposes to restore the relationship companies once had with their customers by not just archiving data on customer information but by giving agents information that nearly replicates the experience of the individual agent personally knowing the customer and his needs.

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Podcast: Play in new window | Download (Duration: 23:32 — 10.8MB)