Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service.

Chatbots 78

Chatbots Journey mapping Self service Contact Center 78

Cisco - Contact Center

APRIL 27, 2020

Today customers want to be independent, they want access to self-serve solutions , they do not like to be sold things, they love to buy solutions to their problems and needs, thus a key to delivering amazing customer experience is to quickly resolve a customer’s problem – ideally on the first contact, even better if through self-services.

Contact Center 111

Contact Center contact center solutions Interactive Voice Response Call Center 111

Cisco - Contact Center

SEPTEMBER 11, 2020

Join our webinar to hear my discussion with industry experts from Google Cloud and Quantiphi on how we’re partnering together to transform the contact center through artificial intelligence. Visit our Cisco Contact Center solutions website. We’d love to hear what you think. Collaboration Social Channels.

Contact Center 72

Contact Center Abandon Call contact center solutions Self service 72

Cisco - Contact Center

FEBRUARY 19, 2021

They want options for self-service or to connect with a person who is empowered with the right tools to meet their needs. Communications Platform-as-a-Service ( CPaaS) infrastructure to enable customization of communications via APIs. The Future of Customer Experience Begins Now [Blog]. Webex Contact Center webpage.

Customer Experience 128

Customer Experience Contact Center APIs contact center solutions 128

VocalCom

JULY 2, 2020

According to the 2020 CallMiner Churn Index, emotion is key to retention: after price, key drivers of termination include emotional factors like loyalty and fair treatment. The rise of self-service has made human support even more critical. The post The New Super-Agent appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Enghouse Interactive

APRIL 13, 2021

A CCaaS solution would retain the same data structures and records – and uses any existing custom-developed CRM or CTI integrations… even enabling the seamless integration of advanced AI-enabled self-service tools, putting control into the customer’s hands…where they want it. 2) Deloitte: Digital Consumers Trends 2020. (3)

Contact Center 91

Contact Center Morale Technology Self service 91

Noble Systems

SEPTEMBER 8, 2020

COVID-19 has forced many contact centers to quickly transition from onsite to, in some cases, fully remote operations. This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Cisco - Contact Center

MAY 14, 2019

According to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020. AI continues to show up in new places and make a major impact in revolutionizing contact centers and customer service. AI = chat bots.

Contact Center 110

Contact Center Self service contact center solutions Chatbots 110

Upstream Works

FEBRUARY 26, 2020

Instead, a holistic approach needs to be put in place to understand where complexity is impacting customer experience (CX), and which technologies can address that to support seamless customer service. Understanding and then managing that complexity is another key 2020 trend we’re seeing in this space.

Contact Center 78

Contact Center contact center solutions Chatbots Technology 78

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. To see more of the findings from the newly released Saddletree survey on cloud contact centers, view the full webinar here.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

RichCall

SEPTEMBER 13, 2017

self-service. connected customer journeys with 9 channels in most contact centers. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. Darren Prine , Omnichannel Contact Center Solutions Specialist at BrightPattern. Self-service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Upstream Works

SEPTEMBER 1, 2020

That’s why it’s important for the company to invest in an omnichannel contact center platform that gives agents access to everything they need on one desktop. And, 38% of contact centers have implemented employee wellness initiatives, showing agents that their wellbeing is a priority to the company.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148