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Ashish Koul heads Acqueon as President. Based out of the San Francisco Bay Area, Ashish is responsible for driving the Acqueon business globally including Sales, Marketing, Operations and the overall go-to-market strategy. Ashish joined Acqueon from GENPACT, a leader in Business Process Management and Technology Services where he served as the Vice President and Global Practice Leader for IT offerings serving the High-Tech industry. Prior to Genpact, Ashish worked with NTT group where he held leadership roles in Communications, Media, Banking, and Financial Services Industry. Ashish is an alumnus of Birla Institute of Science and Technology (BITS), Pilani with a specialisation in Management and Information Systems.

Omnichannel Communication: Why Voice Still Has A Place In Our Ever Connected World

Although there are exceptions, voice is no longer necessarily king when it comes to customer contact. In an era of increased regulation, customer expectations, and higher call centre costs – voice calling alone simply isn’t as lucrative or effective as it once was. Although contact centre systems are still built as primarily voice-centric platforms; channels such as SMS, email and chat are rapidly growing as a result of increased customer demand. Whereas voicemails are increasingly ignored these days, 90 percent of text messages are opened and read within three minutes making them much more effective for businesses. As technologies have advanced, SMS has evolved; today iMessage, WhatsApp and Viber have embraced SMS messaging and updated it, but fundamentally the process is the same. Simila...