SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. The post Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service appeared first on SmartAction.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award !

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Interactions

DECEMBER 18, 2019

The advancement of these three channels– chat, smartphones, and voice– would evolve over the next 10 years to be more aligned with what customers want: effortless and productive conversations. . Which takes us to 2019, which was a big step forward from what we saw in 2010. AI and Agents: Better Together.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Insights Report] CCW Executive Report: Remote Agents.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Creative Virtual

OCTOBER 7, 2019

Happy Customer Service Week! Every year during the first full week of October we celebrate the importance of customer service and the people who serve and support customers around the globe. Virtual Moron-Idiot!”: Here are four tips to help you deliver a custom support experience for your customers.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

SmartAction

MAY 17, 2019

May 17, 2019, Pasadena, U.S. – SmartAction today announced that it had been chosen as a winner of Red Herring Top 100 North America 2019, which recognizes the continent’s most exciting and innovative private technology companies. 2019’s crop of Top 100 winners has been among our most intriguing yet,” said Vieux.

Virtual Agent 40

Virtual Agent Call Center Self service Marketing 40

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b SmartAction’s 2019 Momentum Highlights. Achieved profitability in Q4 2019. Customer Quotes.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

Creative Virtual

OCTOBER 8, 2019

I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. By Jeff Clifford, Project/Account Manager.

Chatbots 40

Chatbots Virtual Agent Customer Service Self service 40

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Insights Report] CCW Executive Report: Remote Agents.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. Virtual Customer Assistants. An increasing number of customers are demanding self-service options.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. Virtual Customer Assistants. An increasing number of customers are demanding self-service options.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

SmartAction

JANUARY 16, 2020

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.” For example, scheduling appointments used to be a huge hang-up for Virtual Agents.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

Creative Virtual

OCTOBER 9, 2019

It’s 2019 and time again to celebrate Customer Service Week. The cyclical concept seems apt this week as we mark this week-long celebration again this year (although we should be thinking about customer service every week of course!) Happy Customer Service Week! and seasons are changing.

Customer Service 40

Customer Service Banking Virtual Agent Employee engagement 40

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

Creative Virtual

MARCH 2, 2022

By Chris Ezekiel, Founder & CEO, Creative Virtual. Back in 2019, I wrote an article on reasons why chatbot projects were failing or being abandoned before they even reached the testing stage. One important change is the widespread acceptance that pure AI is not the right answer for automated customer service and employee support.

Chatbots 52

Chatbots Virtual Agent Technology Customer Service 52

Uniphore

JULY 21, 2021

How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. List your CX goals beforehand.

Best practices 52

Best practices Customer Service Management Contact Center 52

Creative Virtual

JANUARY 9, 2020

Recently customer service and experience expert Shep Hyken tweeted his thoughts on customer service, pointing out the fact that “customers are getting smarter and expecting more”: Some people claim that customer service is getting worse. Customers are getting smarter and expecting more.

Virtual Agent 40

Virtual Agent Chatbots Self service Feedback 40

SmartAction

MARCH 15, 2019

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.

Virtual Agent 8

Virtual Agent Enterprise Self service Contact Center 8

DMG Consulting

JANUARY 3, 2020

11/26/2019. It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. The Hybrid Contact Center Workforce of 2030. By Donna Fluss.

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contact center workforce Contact Center Virtual Agent Enterprise 96

Netomi

APRIL 28, 2022

In this highly competitive era, the SaaS business model requires a new approach to customer service and customer experience. B2B and B2C customers expect quick resolutions to their issues and if their expectations are not met, they are quick to churn to a competitor. So what is it limited by?

SaaS 59

SaaS Customer Experience Virtual Agent Chatbots 59

SmartAction

FEBRUARY 21, 2019

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers. I don’t want to wait on hold to talk to a person, and neither do customers.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

Fonolo

FEBRUARY 6, 2019

Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. One of the big fallacies you hear when people discuss AI and customer service is confusing containment with coverage. ” The Top Contact Center Trends to Watch in 2019.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

DMG Consulting

MAY 21, 2020

5 Customer Service Trends That Point to a Promising Future. Last year was a great year for service organizations and contact centers—even when it was clear that customers and clients were often displeased with levels of service (with a few notable exceptions). By Donna Fluss.

Big data 59

Big data Customer Service Contact Center Enterprise 59

CSM Magazine

FEBRUARY 25, 2020

It became Europe’s largest cloud-based contact center with a total of 3,400 customer service employees and the state-of-the-art contact center became the hub of the insurance company’s services. Kjell Rune Tveita, CIO and Head of Group Services at If, said: “We chose Puzzel because the chat bot solution from Boost.ai

Virtual Agent 59

Virtual Agent contact center solutions Contact Center Cloud contact 59

Creative Virtual

JUNE 13, 2019

Not only are they still a customer today, but they also became the first on a long list of brands our team would work with in the financial services industry. Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations.

Virtual Agent 40

Virtual Agent Customer Experience Chatbots Best practices 40

UJET

JUNE 25, 2021

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable. But this operative shift in the customer journey was already well underway before the pandemic.

Customer Experience 82

Customer Experience CRM Contact Center Wait times 82

Stafford Communications

SEPTEMBER 10, 2019

It’s likely that within a few years we will see AI enhance many of the current tasks being performed by live agents, helping to streamline processes and reduce costs. Here are some examples of how AI is helping in call centers: Virtual Agents. Replacing Call Centers with AI is Not Likely.

Call Center 61

Call Center Interactive Voice Response outsourcing Virtual Agent 61

Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. The industry suddenly became saturated with both false promises about the capabilities of the technology and a plethora of new start-ups claiming to have AI-powered customer service bots.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% The result is higher sales rates, larger collections and greatly improved customer service.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

Playvox

JANUARY 13, 2022

A modern, integrated platform also allows organizations to better orchestrate increasingly complex customer journeys and support emerging channels such as face-to-face video communications and virtual reality. Related Article : 7 Customer Service Channels We Will Use in the Future.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

Liveops

FEBRUARY 28, 2019

When it comes to customer service, receiving a Stevie Award is one of the world’s top honors a contact center organization or professional can accept. What did Liveops win at the 2019 Stevie Awards? Our agent certification eLearning program won GOLD for Customer Service Training Product of the Yea r.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

DMG Consulting

JUNE 11, 2019

Practical applications of these technologies in contact centers are speech analytics, intelligent virtual agents (IVAs), robotics, and other types of capabilities. Workforce management applies machine learning to the scheduling process to determine the algorithm best suited to optimize agent and employee schedules.

Contact Center 67

Contact Center Analytics Virtual Agent contact center solutions 67