On the TechTO stage ×1
First seen on the TechTO stage in 2016. Every talk is searchable — ask the archive about Shai ↗
In their words
if you're using a third party platform like you're using we chat or gchat or line or Facebook and the financial transaction is there whoo-hoo where does the buck stop in terms of security
all the new channels self-service over the web and Chad and messaging and social media has eliminated from the call center all the easy stuff nobody calls anymore to confirm their reservation or track their package so the only calls left going to the call center are that you're the hard ones
if I use say Facebook I'm picking on them because they're placing a lot of emphasis on this with messenger for business if I use them there they have an agenda too I mean they they're offering this for free and it's not you know out of charity
Around the web ×1
Quick answers
What is Shai Berger known for?
Co-founding and running Fonolo, whose call-back technology removed hold time for contact centres, and before that Streamcheck, acquired by Keynote Systems in 2003.
What was his TechTO talk about?
The difference between chat and messaging for business — who owns the channel, whether the history persists, and whose agenda sits between a company and its customer. Presented in April 2016.
What happened to Fonolo?
Verint acquired it and integrated the call-back technology into its own contact-centre products; fonolo.com now redirects to Verint.