May 21

AI Chatbot Creator for Handling Clients

Make your Website more eligible to handle your wor [...]

A trained virtual assistant to help you meet your website goals, handle queries, and schedule meetings. BotPenguin also helps you analyze your goals by interactive analytics dashboard to get insights into visitor's behavior and what changes you can bring.

January 17

Top 7 Mobile App Development Companies in Delhi

Looking for a Mobile app development company in De [...]

Top 7 Trusted Mobile App Development Companies in Delhi

Top 7 Trusted Mobile App Development Companies in Delhi

Top 7 Mobile App Development Companies in Delhi | Top Mobile App Developers in Delhi

Are you tired of looking for the top mobile app development company in Delhi that makes your business generate more sales and revenue with more advanced strategies?

Don’t get panic. We will help you out! Before getting started let’s have a brief intro on mobile apps and how they can transform your business to next level.

In this Digital era, the need for an enterprise mobile app is a must that no one should ever ignore. The rising demand of mobile apps has fueled many business people to adopt apps and modify their operations to target audience in wide range of marketplace. Though, most of the business has their own website in order to reach more users, fusing a mobile app to their business will help them in reaching out to pretty number of customers.

Mobile App Development is definitely having a huge impact on today’s digital business as they have right potential to drive in more traffic and bring home more business. India holds second position in having the largest active Smartphone users in the world. This led to the gradual rise in the number of app development companies in the country. The quality services offered by mobile app development companies and the potential held by mobile apps in business development prompted MSMEs to shift onto a digital platform from existing websites. This has become an appreciation for every business to hold their own customer centred, flexible and solid mobile app that makes a fruitful business, that too with the help of best mobile app development companies in Delhi.

Every year, technological advancements are transforming Indian enterprises. With the increase in adoption of wide technologies, business owners are facing a very tough competition. To avoid this, on should ensure that the mobile app he owns is in parallel to the pulse and pace of the market. In order to obtain seamless mobile app development services, one needs to hire the top mobile app development company in Delhi.

Figuring out the best apps development company in Noida, Delhi and Gurgaon, on which one can rely upon, is not that easy task. Several aspects needs to be taken in to account while hiring the best mobile application development company in Delhi. All of the mobile app development companies are in rapid growth with exceptional skill-sets and well-versed knowledge in the area of app development. However, business people need to put the right efforts and researches in finding out the right mobile app development company in Gurgaon that meets their business requirements.

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How to choose the best Mobile app Development Company in Delhi NCR?

Mobile app development Services is a wide array of offering endless possibilities. How do you choose the best for your requirements? Here are a few guidelines that would help you to choose the best and top mobile app development company in Delhi

Advance Features

A full-fledged mobile app development company has to provide standard features such as integration and should be capable of delivering advanced features such as push notification, payment integration, and data synchronization. The best mobile app developers will include all extensive back-end and expert services.

Customer Support and Maintenance

Top Mobile App Development Companies in Delhi like DxMinds Technologies provides best customer support and maintenance even after the app delivery. Effective customer support and maintenance are a must for any mobile app to survive the competition.

Reviews and Feedback

Identifying the top mobile app development companies in Delhi developing a custom mobile app can be made simpler just by tracking the customer feedback. Have a coffee chat with few of the tenants to get a clear picture about the company..

Quality Assurance and Testing

A mobile app development company is said to be the best if it is having the best Testing team. Veteran quality testers can test and fix app bugs that help to resolve problems within the mobile app. Top Mobile app developers follow quality standards of the latest manual and automation testing measurements to make sure that the final product operates without any flaws.

Considering various factors and aspects such as quality in services, portfolio, customer feedback, technologies used, and employee efficiency, we have come up with a list of top 7 mobile app development companies in Delhi. Our main motto behind creation of this list is to help the customers to identify the top-rated mobile app development firms in Delhi, Noida and Gurgaon. Here listed app development firms are experts in the art of developing various mobile apps with user-friendly designs and innovative outlooks.

1.      DxMinds Innovations Labs Pvt. Ltd.

DxMinds is one of the leading mobile app development companies in Delhi providing best Android App Development and iOS App Development services for enterprises regardless of its Industry and company size. Established with a strong desire for achieving success, DxMinds provides the best solutions for its clients. The mobile app developers support businesses to build brand experience among other companies.

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Services Line:

Android App Development, iOS App Development, Web App Development, AR/VR Apps, Artificial Intelligence, Machine Learning, IoT, Chatbot Development etc.

2) Augmatiks

Augmatiks is one of the leading mobile app development company in Delhi offering  android and iOS app development services. The company holds years of experience in developing mobile apps and are experts in possess unparallel abilities in systems design and mobile app integration.

3) QSS Technosoft

QSS Technosoft is a bestowed mobile app design & app development company in Delhi. The company has received various recognitions and has developed various mobile apps for small, medium and large companies. They have a crew of engineers, app developers, project managers and testers who has high proficiency in the tasks they accomplish.

4) Techugo

Techugo is one of top-rated Android App Development Company in Delhi, as they serve a wide range of services for start-ups to large enterprises. The company holds a unique expertise in app development that they provided successful mobile apps for customers.

5) Mobulous

Mobulous is a leading mobile app development company in Delhi NCR as they are experienced and dedicated mobile app Development Company with a multiple years of experience in building innovative mobile apps for all business. They hold a team of diverse experience in various domains including enterprises like healthcare, Real Estate, and Media, Customer needs etc.

6) BrainMobi

BrainMobi is one of the leading mobile app development company in Delhi specialized in building high-quality Android and iOS apps with an attractive global presence. The company holds high grade designers and developers and can manage all your mobile apps requirements with advance implementations. They maintain quality standards to provide the best mobile apps for customers.

7) InnoApps Technologies

InnoApps are one of the leading Android and iOS app Development Company in Delhi which provides best solutions for its customers. The team of experts in the company is ready to provide best services that are innovative, unique and simple. The company offers each product with a solid platform that has the impact to reach a wide audience and generate pretty much sales.

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Hope this list of the top mobile app developers in Delhi has made your search eaasy. To develop the best mobile app need to hire the top mobile app development company in Delhi NCR.

If you are looking to hire top app developers in Delhi, you can choose DxMinds Innovation Labs, a leading mobile app development company in Delhi which provides all types of mobile apps varying from cab booking app to food delivery, healthcare app, and Real-estate apps.

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January 17

Top 7 Mobile App Development Companies in Mumbai

Are you looking for mobile app development company [...]

Top 7 Mobile App Development Companies in Mumbai

Top 7 Mobile App Development Companies in Mumbai

Top Mobile App Development Companies in Mumbai – Updated List 2020

This blog is a result of continuous effort and research carried out to figure out the top 7 mobile app development companies in Mumbai. This is exclusively designed for all aspirants who are yet to figure out the right app developers in Mumbai.

So let’s get started!

Mumbai is the economic capital of India where many potential organizations have settled across the city. Due to the rising demand for digital transformation technologies, there is a rapid growth for mobile apps development companies in Mumbai.

The increasing demand for Smartphone usage in the marketplace has turned out to be a hot buzz and mobile apps are playing a significant role in every business based in Mumbai. A situation has aroused where organizational management is considering mobile apps as oxygen for their business. It’s the mobile apps which act as a representative of a business to a wider range of audience.

This resulted in having a healthy competition among mobile app development companies in Mumbai and prompted them in offering the best services to businesses and enterprises. Mobile apps facilitate several possibilities that help a business in creating enormous opportunities that pave the way for a stainable amount of its growth.

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Why Mobile Apps for your business?

  • 85% of users depend on their Smartphones for day to day activities varying from shopping to ticket and cab booking.
  • A business can interact directly and instantly with the consumers that improve customer retention.
  • They enhance business revenue and ROI.
  • Mobile apps help the business to be in the track of constant progress by offering advanced features and facilities.
  • They produce clear variants with the best ideas to draw larger clients.
  • Mobile apps offer customization of ideas and meet the specified requirements.


Below are the factors that every business needs to consider before hiring a Mobile App Development Company in Mumbai


Check out the level of expertise and experience the mobile app development company holds. The quality of the developer you hire will get reflected in the quality of the app they develop. One should be pretty much aware of this fact as mobile apps tend to be an index to the company.

Budget Preference

Budget is one of the important factors that need to be considered while hiring a mobile app developer.  Have an in and out picture of the features your app needs and allocate the budget accordingly. After prior researches and studies, hire an app developer whom you feel has quoted a reasonable price. Never ever compromise a bit on quality to save some penny.

Innovative Strategies & Customer Support

Hire an app development company that not only provides reasonable customer support but are capable of making your business stay ahead of the competition. Top mobile app Development Company in Mumbai builds mobile apps with innovative strategies that shift your business to the next level.


Leading Mobile App Development Companies in Mumbai can enhance the growth of a business by the right amount of planning and designs. App maintenance is as important as app development is. A detailed inquiry of post app development services is a must to ensure proper maintenance of the app.

Rate of Customer Satisfaction

The utmost mission of every business is to make their clients happy and to meet their requirements. Have a detailed review of the rate of customer satisfaction in the services offered by the mobile app development company you are about to hire. Go for the best among the list of such companies.


It’s a bit tedious job to figure out the best mobile app development company in Mumbai as everyone claims themselves to be the best. Yet, we have categorized the top 7 mobile app development companies in Mumbai based on several criterions. The companies that are included in this list has been filtered and sorted out based on their experience, portfolio, expertise, and rate of customer satisfaction. Hope this list helps in serving your purpose.


DxMinds Innovation Labs is a top-rated mobile apps development company in Mumbai which delivers the best services for platforms such as Android, iOS and Windows. DxMinds is a global digital transformation leader having corporate offices in India, USA, UAE, Australia, and Peru. They have got a wider range of highly satisfied client database all across the globe. The company is consistently providing creative, unique, and impressive mobility solutions to all enterprises in Mumbai regardless of its size and industry. This team of expert mobile app Developers in Mumbai offers an advanced and customized solution for their customers that makes their company’s growth seamless and effortless.

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Areas of Focus:

  • Custom Software Development
  • Mobile App Development
  • Hybrid Mobile App Development
  • Enterprise App Development
  • Blockchain Solutions
  • iOS App Development
  • Android App Development
  • Augmented Reality
  • Virtual Reality
  • Mixed Reality
  • Artificial Intelligence (AI)
  • Internet of Things (IoT)
  • Blockchain Technology
  • Chatbot etc.


Hyperlink Info system is one of the leading mobile app development companies in Mumbai offering a wide range of digital transformation services. They are popular by developing technologically advanced and eye candy mobile apps. The company was established in the year of 2011 and offers its prominent services in India, New York, USA, and Dubai. Major services offered by them include

  • Mobile App development
  • PHP Web Development
  • Blockchain Development
  • AR/VR
  • Wearable App Development
  • Dedicated Resources etc.


Allerin Tech Pvt. Ltd. is one of the prominent iOS and Android mobile app Development Company in Mumbai. Other than mobile app development, Allerin tech is into web app development as well. They position themselves among the best mobile app development companies in Mumbai. Other than Mumbai, they have their corporate offices at West Christchurch, New Zealand, and New York. Their major areas of services are:

  • IoT
  • Big Data
  • App Development
  • Digital Business etc.


April Innovations is a leading Android and iOS apps development company in Mumbai. Established in 2016, they have advanced designs with affordable prices with a creative team with promising on-time delivery of the product with quality assurance and quick response. They are passionate, knowledgeable and committed to providing our customers with the best possible services and solutions. Their services vary from the web, android, iOS, and database app development.


Richest Soft Technologies, a mobile app development company based in Mumbai which was founded by Mr. Ranjit Pal Sing back in 2009 has got extensive access to the latest resources and pulse of the technology market. High-end engaging apps developed by the experts at Richest Soft help businesses in generating more revenue and fruitful business.

Area of Services:

• Android App Development

• iOS App Development

• Website Development

• UI/UX Designing etc.


Team Finoit Technologies are experts in designing and developing mobile applications for different platforms. They are among the best mobile app development company in Mumbai. Their services in custom software, Mobile App, Web, and IoT development are unparallel and top-notch. They work with international brands with their creative and innovative ideas. They deliver services in various digital transformation services such as

  • Mobile App Development
  • Software Product Engineering
  • Technology Consulting etc.


Intelgain Technologies is one of the top mobile application development companies in Mumbai helping start-ups and businesses to build software products since 2004. They develop high-end mobile applications leveraging various technologies and comes up with advanced solutions. The list of various services offered by them includes:

  • Web App Development
  • Mobile App Development
  • Software Product Development
  • Big Data
  • IoT etc.


We are pretty sure that we were successful in bringing out the list of Top 7 Mobile App Development Companies in Mumbai exclusively for you. We have spent quality time on various researches prior to the publishing of this list. This list was made on the basis of the reviews and research done among various mobile application development companies in Mumbai. By conducting a detailed analysis of the companies mentioned above one can easily figure out and hire the best app developer in Mumbai.

If we are asked to filter out the best mobile app developers in Mumbai from this list of top sevens, without any second thought we would prefer DxMinds Innovation Labs. DxMinds Innovation Labs alias DxMinds Technologies is the market leader in the field of digital transformation. Team DxMinds is comprised of unexceptionally talented engineers, project managers and developers that they offer unparallel and unimpeachable services. DxMinds provide the best mobile app development services in Mumbai. DxMinds offers custom mobile apps leveraging the latest technologies for various businesses.

Hire DxMinds Technologies, top app development company in Mumbai to enhance and streamline your business. The mobile apps developed at DxMinds are creative, innovative, and rock stars in their respective app stores.

For more details and trade inquires:

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October 18

Back Office Integration: Closing the gap between the front and back office

Back-Office Integration Coming to the Forefront in [...]

The boundaries between customer-facing, front-office channels and back-office support functions are blurring.

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement, a number of trends are making it easier to link these two functions, including:

  • In-sourcing previously outsourced contact centre functions
  • The increase in channel digitisation
  • The growing use of robotic process automation.
In a recent webinar, Top 5 Best Practices for Extending Workforce Optimisation (WFO) Beyond the Contact Centre, Craig Seebach shared additional research into this trend, the key barriers to integrating these functions, and how enterprise WFO can help improve speed, accuracy and cost to serve. 

Why Extend WFO into the Back Office?

In a spring 2017 survey, Aberdeen Group found that the No. 2 cause of customer dissatisfaction is delays and errors in the back-office1.

And studies estimate that 20% to 30% of contact centre call volume is the result of issues in the back office. Saddletree Research also found that 69% of U.S. organisations now have the contact centre and the back office reporting up to the same internal department.2 

So, it makes sense to have a standardised framework for reporting on workforce performance and customer experience across the entire customer service ecosystem.

Overcoming Cultural Differences

So if it makes sense, why isn’t it happening more often? 

In the webinar, Craig polled participants about their use of workforce management (WFM), the most commonly deployed solution in the WFO suite.

Only 66% were using WFM to forecast and schedule a blended contact centre—one that handles phone/direct customer interaction channels, as well as back-office processing work. 

Yet none of the participants were using the solution in standalone back-office functions. Craig explained that the greatest hurdle to migrating WFO beyond the contact centre is culture.

Back-office employees and managers may fear:
  • Change: They’ve been managing with their limited tool set for years, so why change now?
  • Control: Being forced to do things the way the contact centre does them, vs. following their own processes.
  • Rigidity: Loss of flexibility and autonomy in how employees spend their time.

In the webinar Craig shared five best practices for overcoming the cultural differences, as well as other challenges—check it out.

In addition to the webinar recording, you can learn more by downloading the Best Practices Guide: The Business Value of Extending WFO Beyond the Contact Centre: Practical Steps to Get Started

Are you using WFO in the back office? Share your experience with us and the challenges you overcame below.

October 18

Customer Experience: Consumers still crave the human touch In customer service

Consumers still crave human engagement in customer [...]

Consumers still crave human engagement in customer service meaning an over reliance on digital channels can jeopardise customer relationships, according to a Verint White Paper, The Digital Tipping Point.

Our research found a customer’s channel preference is contextual and there are several instances where digital doesn’t stack up.

“Ultimately, all channels need to be present. It will not be a landslide to digital or back to voice but a waterfall effect,” according to Mary Wardley, vice president, enterprise applications and CRM software, IDC, who wrote the forward in the whitepaper.

“These options actually represent a symbiotic relationship; understanding the subtlety involved will yield the right solution for the organisation and its customers,” she said.

The white paper attempts to shed light on the issue of digital versus traditional service options. Ultimately, it found the issue is not binary and organisations need a healthy balance of service options.

October 18

CX: Intelligent Self Service Three Ways

You want seamless experiences with the companies y [...]

You want seamless experiences with the companies you do business with—and so do your customers.

More than ever, offering choices that are both human- and technology-based can offer your customers better service and free up your customer service employees to do more interesting, engaging work.

In my new article for Customer Think, I discuss three guidelines for implementing self-service projects carefully, with consistent involvement by the CX team to help ensure they achieve as many gains in customer satisfaction as they do in operating efficiency.

October 18

Automated Quality Management: Full speed ahead with analytics and automation

I recently met with two leaders from the cruise li [...]
I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organisation by leveraging some of the latest analytics and automation capabilities.

Here’s some of what they’re doing: 

Leverage speech analytics to identify and implement innovative business improvement solutions.

They discussed how speech analytics can transcribe and analyse 100 percent of their recorded interactions between guests and the contact centre to help surface valuable intelligence.

Speech helps the team automatically discover and analyse words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern. 

One of the most powerful discoveries was that the process of online check-ins by cruise passengers was one of the organisation’s most painful types of call.

These calls had the highest average handle time (AHT)—more than 19 minutes per call. 

By analysing these types of calls with speech analytics, the team was able to reduce AHT by 17% (93 seconds) and save $65,000 per year through decreased labour costs.

The team also identified operational improvements to the reservation system and other areas that resulted in $253,000 in additional annual cost savings.  

Use performance management scorecards as a management framework to drive improvements in sales conversions.

The organisation uses advanced scorecards with custom key performance indicators (KPIs) to provide all agents with a single, standardised view of their performance so they can track, manage and improve the quality of their work.   

The primary KPIs on the agent scorecard include available time, time in adherence to schedule, revenue per hour and total average quality score.

The operational KPIs help drive efficiencies, but the revenue per hour KPI has helped increase sales booking conversions from 30% to 60% because agents can see their own performance at any time—which often leads to higher goal attainment.

Introduce automated quality management (AQM)—and revolutionise how the organisation approaches quality in the contact centre.   

With AQM, the organisation can automate the entire quality management process, from scoring evaluations to assigning coaching.

The solution can automatically score up to 100 percent of recorded calls, offering much greater insight and consistency than random sampling.

It can also facilitate a shift in resources from scoring and other manual quality management tasks to higher-value activities, such as analysing calls and focusing on soft skills, coaching and compliance.

AQM also empowers the team to introduce automation at its own pace. Teams have the option of autoscoring one or more questions on a limited basis or autoscoring all questions for up to 100 percent of recorded calls.

This flexibility empowers the organisation to absorb the changes associated with automation as they derive its benefits.

By focusing on business outcomes and offering innovative programs and superior amenities, this premier cruise line consistently delivers some of the highest customer experience ratings in the premium cruise lines industry. 
October 18

Intelligent Virtual Agents: Intelligent self-service answers the call

The majority of today’s consumers grew up in a mob [...]

“Hey, Siri. Tell me a joke.” 

Remember those early iPhone commercials with celebrities conversing with Siri as if she were human?

How little did I, and most others I suspect, know how that entertaining bit of commercial nonsense was about to change our expectations of customer self-service. 

Today’s customer service is driven in large part by the expectations of the Millennial generation, which represents the largest living generation.

The majority of today’s consumers grew up in a mobile digital world where dynamic interactions with various devices and technologies set the standard for communications of all descriptions.

For the majority of today’s consumers, the thought of being led through a menu-driven interactive voice response (IVR) system is as foreign as the thought of being led to their seat at the movie theater by a uniformed usher with a flashlight. 

Customer expectations are changing, and the successful contact center will change with them. That means delivering a self-service customer experience that parallels the customers’ expectations of that experience—dynamic, intelligent and conversational.

The contact center that can’t provide this kind of experience soon will likely become just a fading memory of the way things used to be. 

The early answer to this evolving contact center self-service customer requirement has been the chatbot. While clearly conversational and dynamic, chatbots have a limited scope that restricts their ability to help the customer only within a narrowly defined domain.

By definition, chatbots do one thing really well, responding to key words and conversing with users within a given area of expertise. If the customer strays outside of the chatbot’s domain of expertise, it generally means another chatbot with different expertise is called in, or the customer is transferred to a live agent for additional help. 

The next generation of intelligent self-service is the Intelligent Virtual Agent (IVA). The IVA differs from the chatbot in its ability to understand concepts rather than just key words, which allows the IVA to better understand the customer’s intent and what the customer wishes to accomplish.

As an artificial intelligence (AI)-driven platform, the IVA continues to learn over time and improves with each interaction. Given its understanding of customer intent, the IVA is able to jump in and out of a conversational flow in order to address a customer inquiry that is related to, but not necessarily resident in, a given domain. 

The focus of self-service in today’s contact center should be to help the customer to the next best action, whether that action is getting them to the right resources via an automated assistance path or getting them to live help when necessary.

And, of course, all the activity that has transpired during the course of the automated self-service experience should accompany the customer to the live agent as well.

For employees, IVA self-service can help them solve customer needs faster with a single source of information delivered through a conversational engagement and integrated with enterprise systems, providing a streamlined way to be empowered and efficient. 

When I was young and got my first apartment, the pride of the place was my stereo system.  Lots of knobs, gauges, needles and an analog tuner that I could fiddle around with until I found music I wanted to listen to.

My Millennial daughter doesn’t have a stereo in her apartment. She has Google Home. When she wants to hear a certain kind of music, she just says, “Hey Google, play some country music.”

It’s intelligent, conversational and part of her daily life in a myriad of ways. As a potential consumer for the next 50 or 60-plus years, her expectations of self-service are already established. 

Customer interaction dynamics are changing and the industry must get onboard.

The time for thinking about making the transformation to intelligent, assisted self-service is past. Intelligent virtual agents are the contact center self-service future, and the future is here.

October 18

Digital Customer Experience: Delivering A Great Customer

I recently co-hosted a webinar with Fifth Quadrant [...]

I recently co-hosted a webinar with Fifth Quadrant’s Head of Consulting, Stephanie Bauer, to discuss the release of its annual Contact Centre Benchmark Study & Report, where we unpacked operational performance, customer experience (CX) measurement and engagement in the industry.

Clear themes weaving throughout the discussion with business leaders from a wide band of frontline-heavy organisations, was the various ways digital technologies are adding new complexities, challenges and opportunities to overall CX delivery; as well as how customer journeys are becoming less and less linear.

With the call centre industry shifting away from traditional approaches to voice communications, an emerging focus for the sector is now on understanding the new channel environment for interactions - and the direct implications this has on the customer journey and customer experience.

Here are 3 key CX highlights that contact centre leaders need to have front of mind to perform in this fast-changing business landscape.

Changing nature of phone interactions.

Call centre interactions via telephony are declining, but still a preferred method of communication for some consumers.

With web chat, social platforms and mobile apps growing channels for CX interactions – and an increase in self-service options for customers, complex conversations via telephone are now on the rise.

These critical conversations are setting an organisation’s frontline agents apart from others, as those people who are attuned and knowledgeable in delivering high-level phone-based customer service are fast becoming CX secret weapons in businesses.

Handling time is on the rise.

One area the organisations need to get right is the handle time for inbound call centres.

There’s been an increase in the extension of time in these types of interactions because contact agents can’t get the right information at the right time. Longer handling time is problematic due to its negative impact on CX.

One way to rein in handling time is to introduce a sophisticated knowledge management system.

Often, contact agents prolong a call due to a lack of visible information, which is a result of a poor management system. Organisations should have systems to do the searching for the customer, not the agent.

Actionable insights are paramount.

To deliver a great customer experience, organisations need to know what they do well and where the can improve the customer journey.

Startingly, there are many businesses that still don not have CX measurements in place, reducing their ability to operate the business from a CX lens.

The changing business environment, underpinned by the introduction of advanced technologies, calls for a greater focus on measuring the customer experience and acting on those insights.

With customers feeling survey fatigue, call centres can adopt speech and text analytics tools to generate a higher response rate and measure customer satisfaction.

In CX environments, customer journeys are more fluid than ever before and now include touchpoints across multiple new online channels.

The differentiator for organisations as the importance placed on delivering a unique customer experience across every channel and every platform.

October 18

Business Process Automation: Is your contact centre future-proofed?

One thing is for sure - customer service issues ar [...]

It seems that technology is evolving at a faster pace than ever before.

What was innovative just five years ago is now outdated. At the same time, customer and employee expectations have evolved just as quickly.

So how can you be sure the investments you are making in your contact centre will keep you successful in the years to come?

It’s important to make strategic investments that provide the foundation for great service, both now and in the future. Here are three ways to do just that.


One thing is for sure - customer service issues are more complex than ever. Across all industries, from retail to telecommunications, from insurance to utilities, the products and services offered by companies are growing in both number and complexity.

At the same time, the rise of self-service means that simple customer service inquiries often don’t ever reach the contact centre.

This trend will only grow in the future. Contact centres need to find a way to simplify these complex issues and offer agents a way to easily find answers and access information instantly.  

Employees are empowered to handle complex issues when information is proactively provided to guide them from step to step in an efficient, accurate manner.


With today’s advancements in technology, walking into a contact centre can sometimes feel like going back in time.

While it’s no easy (or inexpensive!) task to replace contact centre infrastructure, it’s still important to provide modern tools for employees to get their work done.

For example, unified desktop solutions are able to act as a ‘single pane of glass,’ pulling together data from multiple back-end systems, without the need to actually replace the underlying infrastructure.

Similarly, these systems can congregate messages from a variety of communication channels such as email, chat and social media, so that employees don’t have to respond to customer messages in Outlook.

Modern tools such as mobile apps can also help employees manage their daily lives and balance work with their personal lives.


Automation will be crucial to providing efficient, accurate service in the years to come.

The more we can use automation to complete repetitive tasks, the more we can shift employees to focus on creating meaningful interactions with customers.

To future-proof your contact centre, look for ways to replace manual work with automation, adding efficiency and accuracy throughout your processes.

Automation can also be used to dramatically improve how a contact centre assesses overall quality.

By using automation to analyse every single interaction, contact centres no longer need to waste time manually scoring calls and can gain a complete picture of the quality of all interactions, rather than just a tiny sample.

With these three strategies, you’ll be able to lay the groundwork to provide your employees and your customers with the experiences they deserve.

October 18

Artificial Intelligence In Business: The State Of Machine

Based on recent market polling through digital cha [...]
Based on recent market polling through digital channels, I hosted a two-part webinar series, “Ask the Experts,” alongside Joe Dumoulin, Chief Technology and Innovation Officer of Verint Intelligent Self-Service, to address some of the hottest questions around Intelligent Self-Service.

Specifically, we explore the basics of machine learning and how businesses should evaluate and measure it—with a particular focus on providing the kind of practical, straightforward information that businesses need to achieve their goals. 

Machine learning is an application of artificial intelligence (AI) that allows machines to automatically learn new things. Data mining uses algorithms to look for patterns in a given set of information. Machine learning goes a step further: It changes a program's behaviour based on what it learns. 

There are all kinds of machine-learning techniques that have been developed over the years, but regardless of which algorithms are running under the hood, the true value of any machine-learning tool or platform is measured in terms of business results. 

No technology can define your business goals for you, so before you put machine learning to work, you need to define in specific terms what the “right” outcomes are—based on your vision. 

What machine learning can provide is analysis at scale. Machine learning tools help businesses to analyse vast quantities of unstructured data, including call notes, web-based self-service notes, chat logs, emails, unstructured texts, and conversations.

Rather than assuming you know what your customers want or need, this kind of analysis gives you an unbiased look at not just what your customers say but at how they say it. 

Good machine-learning tools help you design the user experience customers really want, instead of the one you think they want. 

Automating analytics at scale gives you the dexterity you need to enable change in your business. The important thing to keep in mind, however, is that automation only goes so far.

Businesses that successfully leverage machine learning are continuously validating the quality of their machine “intelligence.” 

Business intelligence is anything but artificial, and that’s why human input remains vital. Humans help ensure the integrity of the “intelligence” machine learning generates.

And, humans leverage the insights machine learning gathers to critically evaluate how a business is succeeding or how it can better deliver on its promises. 

Listen to the two-part webinar series on-demand to learn more about how machine learning can help you understand the user experience, uncover new opportunities, and adapt to internal and external trends here:
October 18

Knowledge Management Software: Knowledge management is essential in the world of AI

Artificial Intelligence (AI) is being applied thro [...]
Artificial Intelligence (AI) is being applied throughout enterprises, including in contact centres, where the uses and benefits are growing with each passing day.

A little-known secret is that for an AI solution to be effective, it needs access to massive amounts of enterprise data from which to learn. This is where knowledge management (KM) comes in.

Companies that want to succeed in the world of AI need to create a centralised repository of enterprise data and answers to customer and employee questions, and KM is the perfect fit. This is what it was designed to do. 

What is KM? 

DMG defines knowledge management as: a structured methodology and technology framework used to capture and curate the collective information of an organisation, industry, clients and employees, transform the data into knowledge assets, and systemically distribute the knowledge assets for the achievement of organisational objectives. 

As an application, process and a discipline, knowledge management plays a strategic role in breaking down departmental silos and transforming an organisation into a collaborative, knowledge-driven culture.

Knowledge management is also an essential component of a digital transformation, as it provides the enterprise with the repository of data needed to support this essential enterprise-wide initiative. 

Digital Transformation and AI are Game Changers 

Due to the digital transformation and AI revolution, companies are finding it necessary to create a single source of information and answers to support internal users from many departments, as well as their customers and partners.

The challenge is that companies need to be able to collect enterprise data, structure it and set it up so that it can be rendered properly to each of its constituents.

Existing systems, and even SharePoint, can collect the information, but it takes a KM solution to properly tag and intelligently organise content so that the right snippet of information can be delivered appropriately to each audience. 

How KM Works 

KM solutions are structured applications that require information to be formatted and tagged as it is entered into the system.

A KM solution keeps track of which information is used and has a process for keeping the information up to date. These solutions also have built-in mechanisms for asking users to rate the quality, timeliness and effectiveness of the answers they provide.

All of these tools are designed to ensure the KM solution delivers the right information in response to inquiries. Accomplishing all of this will require a new generation of KM systems that organise and make all required data accessible as needed. 

As recently as three years ago, the primary users of KM solutions were technical support, customer service, and field service and dispatch.

These solutions are now used enterprise-wide, including in marketing, product development and manufacturing. This greatly improves the accuracy and completeness of the information in the knowledge base, because the KM solution is being seeded and maintained by many more departments that are now onboard and have a vested interest in keeping it up to date, as they are also users and beneficiaries of the solution. 

The digital transformation is driving companies in all industries to rethink many of their foundational activities, and there is now a strong appreciation of the need to share information openly with internal and external constituents.

As so many companies have built functional silos with their own systems, KM solutions are a highly effective way to bridge the information gap, a goal that is essential in the era of AI. 
October 18

Employee Engagement: New Trends In Employee Engagement

While maintaining a strong customer focus is param [...]

In today’s marketplace, that’s a big question.

While maintaining a strong customer focus is paramount for any organization--increasingly, so is maintaining a strong employee focus.

Do your employees have the feeling they’re stepping back in time when they go to work? That isn’t good.

Technology that hasn’t kept up with the times can present obstacles to attracting talent.

And, it can make a big difference in the way employees engage with customers, too.

In my new article for Customer Think, I discuss three tips for making sure your organization is a place where employees are treated as the important CX investment they are.

June 26

Best Mobile App Development Company in Spain

We are a Global Digital Transformation & Mobile Ap [...]

DxMinds the best mobile apps development company in Spain from the list of apps development companies, having a team of well-versed developers who have a great passion and dedication in developing the outstanding mobile application. DxMinds is the advanced organization that masters in adopting new challenges in technologies such as Artificial intelligence, Chatbot, blockchain and so on. We combine all these popular technologies as per the requirements with Android, iOS, windows and react native platform to develop amazing mobile apps to our clients. We provide apps development services in Madrid, Barcelona, and Valencia. 

To know More about our services:


Visit: DxMinds Technologies 

June 26

Should AI have a place for mobile app development?

Artificial intelligence has been a subject of hypo [...]

Artificial intelligence has been a subject of hypothesis for almost decades now. One can think of it as right around a staple of famous sci-fi and additionally hard Sci-Fi. Turns out individuals like William Gibson were not turning unthinkable dreams noticeable all around when they made cases of AI in The Neuromancer Trilogy. Artificial intelligence (AI) is especially a reality and a noteworthy thought for industry pioneers no matter how you look at it. 

Mobile app development