CCNG

DECEMBER 6, 2020

Next in line, there was a 5-way tie for the following capabilities: Omni Channel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

DMG Consulting

MAY 3, 2019

Flex scheduling, agent self-service empowerment, and adaptive real-time scheduling capabilities are the new standard of WFM and key competitive differentiators. Agents also experience “variances to plan,” and must be able to self-adjust their schedules in real time in response to unanticipated events.

Omni-channel support 67

Omni-channel support Contact Center Self service Analytics 67

SmartKarrot

OCTOBER 22, 2021

In the coming future, chatbots will be able to communicate across different channels and morph into intelligent virtual agents (IVA). In fact, some of the virtual personal assistants such as Alexa, Cortana and Siri have started to gain traction and are being used by millions of customers everyday. Personalization is the key here.

Omni-channel support 10

Omni-channel support Technology Customer Service Chatbots 10

CSM Magazine

JUNE 12, 2020

Stakeholders—internal or external persons, companies, or social groups—have a vital interest in a company’s actions, policies, and objectives. These digital disrupters are reshaping the customer service landscape and are rapidly unseating traditional communication channels. Omni-channels. Artificial Intelligence.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52