SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. An emotionless robotic voice asks them to repeat the same information over and over. Use a natural, empathetic voice. No one wants to listen to an unfriendly, unhelpful, and inhuman voice. Use your CRM. The solution?

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

Momentum Telecom

OCTOBER 23, 2023

Around 130 million commercial Microsoft users now use Teams , 1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Can Businesses Use Teams as a Voice Solution? Yes, businesses can use Microsoft Teams as a voice solution.

Wait times 105

Wait times CRM Customer Service Personalization 105

SoliCall

SEPTEMBER 4, 2023

The noise in such locations has two main components: 1- Office sound and static ambient noise 2- Clear voices of other people talking around you While the first component does not sound like human voice, it can be canceled via an AI based noise cancellation algorithm that is trained to differentiate between human voice and non-human sounds.

Call Center 97

Call Center Customer Experience Technology Contact Center 97

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). Digital Instructors can be used by any company that provides services or facilitates transactions online or through a mobile app.

SaaS 52

SaaS Education Contact Center Customer Support 52

AWS Machine Learning

MARCH 22, 2024

The AI Content Generator powered by Amazon Bedrock is an app available on the Contentful Marketplace that allows users to create, rewrite, summarize, and translate content using cutting-edge generative artificial intelligence (AI) models available and accessible through Amazon Bedrock in a simple and secure manner.

Engineering 90

Engineering Consulting Consulting Enterprise 90

MiaRec

NOVEMBER 26, 2023

CX Today | MiaRec Tatiana Polyakova, COO of MiaRec , joins Charlie Mitchell of CX Today for the CX Today discussion to talk about five contact center use cases for conversational intelligence solutions. To view the the full interview, please watch the video below:

Contact Center 61

Contact Center Quality management Customer Experience Management 61

Global Response

MARCH 27, 2024

This transformative approach streamlines operations and significantly enhances the quality of customer interactions. By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Call Center Scripts Interactive Voice Response 167

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Introducing Anthropic’s Claude 3 models Anthropic is unveiling its next generation of Claude with three advanced models optimized for different use cases.

Benchmark 136

Benchmark Finance Engineering Enterprise 136

SmartAction

NOVEMBER 8, 2023

Virtual voice agents can be a blessing or a curse for your customers. An emotionless robotic voice asks them to repeat the same information over and over. Use a natural, empathetic voice. No one wants to listen to an unfriendly, unhelpful, and inhuman voice. Use your CRM. The solution?

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Momentum Telecom

FEBRUARY 27, 2024

Around 130 million commercial Microsoft users now use Teams ,1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Can Businesses Use Teams as a Voice Solution? Yes, businesses can use Microsoft Teams as a voice solution.

Wait times 52

Wait times CRM Customer Service Personalization 52

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. AI in Customer Service will reduce customer wait times and improve overall efficiency.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

Inbenta

MARCH 13, 2023

The data used to train ChatGPT is also impressive — 45 terabytes of text data. The data used to train ChatGPT is also impressive — 45 terabytes of text data. Given its popularity and potential, Inbenta, too, is often asked: how can businesses use Generative AI to achieve some commercial end?

Chatbots 111

Chatbots Accountability Enterprise Marketing 111

Outsource Consultants

JULY 25, 2023

A variety of AI technologies are being integrated into the call center industry, from Interactive Voice Response systems to chatbots and AI-assisted agents. The term is often used in a blanket way to include several different types of machine learning. Understanding AI AI, simply put, is the theory and development of computer systems.

Call Center 128

Call Center Interactive Voice Response Technology Chatbots 128

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. This is why QnABot also integrates with any other LLM using an AWS Lambda function that you provide.

Self service 105

Self service APIs Transportation Contact Center 105

AWS Machine Learning

JANUARY 16, 2024

ASR technology finds utility in transcription services, voice assistants, and enhancing accessibility for individuals with hearing impairments. Its high accuracy and adaptability make it a valuable asset for a wide array of voice-related tasks. Next, we create custom inference scripts.

Scripts 104

Scripts Metrics Best practices Accountability 104

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? How are they overcoming new challenges?

Customer Care 71

Customer Care Analytics Contact Center outsourcing 71

SharpenCX

OCTOBER 15, 2023

While many organizations have been using artificial intelligence and automation in some way, shape, or form for some time, 2023 has undoubtedly taken it mainstream and ushered in a widespread era of AI. Some will reap the benefits right away, but others will likely flounder trying to figure out how and where to use it.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

CSM Magazine

AUGUST 30, 2022

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.

CRM 98

CRM Average Handle Time Consulting Consulting 98

AWS Machine Learning

JUNE 28, 2022

Following the adoption of Neural Text-to-Speech (NTTS), we have continuously expanded our portfolio of available voices in order to provide a wide selection of distinct speakers in supported languages. As with all the Neural voices in our portfolio, these voices offer fluent, native pronunciation in their target languages.

Interactive Voice Response 68

Interactive Voice Response Engineering Education Contact Center 68

Lumoa

FEBRUARY 6, 2024

GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback! We want to use Concepts to help refine our AI so that it is easier for you to get to the heart of your customers voice. Lumoa Product News for January 2024 Hey everyone! Let’s get started!

Feedback 83

Feedback 83

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. Artificial intelligence (AI) chatbots use advanced technologies to automate customer interactions and enhance customer experiences in several ways: . Introduction to Artificial Intelligence Chatbots.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

SoliCall

JUNE 13, 2021

The voice of each person sounds different and has its own unique characteristics. This fact is being used for decades in forensic cases. When needed, the speech is being analyzed using different methods to provide forensic proof. The primary usage was biometric identification. The reason lies in the minimal allowed delay.

Engineering 98

Engineering Call Center Personalization Contact Center 98

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Each approach has its own set of benefits, use cases, and key differences.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Each approach has its own set of benefits, use cases, and key differences.

Analytics 52

Analytics Contact Center Quality management Management 52

Spearline

OCTOBER 21, 2021

They’ve become more complicated as voice, video, and data compete for the same resources. Centralized contact center hubs carry voice traffic around the world. This allows customer networks to connect, through public networks, to other business networks. Whatever term gets used, Network Operations teams cringe.

Telecommunications 113

Telecommunications Benchmark Engineering Feedback 113

OrecX

JUNE 10, 2021

The goal of any voice capture platform is to record the customer and agent's voices in a high quality format and store that audio for later recall (for order verification, proving compliance, settling disputes, etc.) OrecX puts users in full control of everything related to capturing, replaying and porting voice recordings.

APIs 87

APIs Contact Center Enterprise Analytics 87

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. Business owners have always sought out customer opinions.

Feedback 94

Feedback Best practices Analytics Surveys 94

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. Many of us had to make the difficult decisions to reassign, furlough or lay off employees.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

SoliCall

APRIL 21, 2021

If your agents, supervisors and team leaders keep quieter and use a messaging application to communicate instead of shouting then the amount of noise that needs to be cancelled will be significantly lower. Adding table tops separators can help reduce the cross-talk and might also be useful against COVID. White Noise.

Call Center 98

Call Center Contact Center Technology 98

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? It is like a relay race, where the baton of customer queries is passed on to the right expert swiftly and efficiently. This is where escalation management comes into play.

Call Center 106

Call Center Management Wait times Contact Center 106

Calltools

NOVEMBER 29, 2023

Interactive voice surveys (IVR surveys) are one easy and effective way for your call center to gather useful insight about the customer experience. This automated phone survey allows customers to respond to a series of questions by using their phone’s dialing pad.

Interactive Voice Response 52

Interactive Voice Response Surveys Contact Center Call Center 52