Blueworx

Happy Customers = Happy Banks

Blueworx

With the increase in technology making competition for customers more fierce than ever, banks have a huge incentive to improve their customer experience. But just how important is the customers […]. The post Happy Customers = Happy Banks appeared first on Blueworx.

Agent Assist with Blueworx Voice Response for Linux 7.10

Blueworx

The Advent of Agent Assist Artificial Intelligence is already transforming the contact center. Customers are delighted that they are getting their business done more efficiently and companies are pleased to […]. The post Agent Assist with Blueworx Voice Response for Linux 7.10

Artificial Intelligence in the Contact Center

Blueworx

We are all exposed to some form of Artificial Intelligence (AI) on a daily basis. Whether we employ it for personal projects with Siri, on our device’s software to efficiently […]. The post Artificial Intelligence in the Contact Center appeared first on Blueworx.

Chatbots – An Attractive Option for your Contact Center

Blueworx

Contact Centers are transforming to keep up with the needs and demands of customers. Automation has always been part of the contact center world – and so it is no […]. The post Chatbots – An Attractive Option for your Contact Center appeared first on Blueworx. Blog Chatbot Contact Center

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Benefits of Callback Option in Your Contact Center

Blueworx

A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors. Businesses spend millions marketing their products trying to satisfy […]. The post Benefits of Callback Option in Your Contact Center appeared first on Blueworx. Blog Callback Contact Center

Trends in the Contact Center World – 2019

Blueworx

Blueworx is committed to providing the best service and support available by applying innovative thinking while finding creative solutions that will ensure we deliver the best applications and experiences possible. […]. The post Trends in the Contact Center World – 2019 appeared first on Blueworx. Blog 2019 Trends Contact Center

Six Pillars of Customer Experience

Blueworx

We live in a world where pizza delivery gets to your home faster than the police. No offense intended members of law enforcement. Rather, kudos to all those technologists out […]. The post Six Pillars of Customer Experience appeared first on Blueworx.

Fun Contact Center Facts to Start Off 2018

Blueworx

Let’s face it, contact centers are not that exciting – but times, they are a changing. This next year the focus across the board will be on the customer journey. […]. The post Fun Contact Center Facts to Start Off 2018 appeared first on Blueworx.

Bots Are Not Just the New IVR

Blueworx

In my last article on virtual assistants and bots improving CSAT by cutting down on boredom ([link] ), one thing I didn’t address was how to add automation to the […]. The post Bots Are Not Just the New IVR appeared first on Blueworx.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

12 Days of Blueworx

Blueworx

So, who are we exactly and what is it that we really do? I mean of course besides being an awesome team of people who might play ping pong between […]. The post 12 Days of Blueworx appeared first on Blueworx.

Easing Hectic Holidays with AI

Blueworx

The holidays are in full swing and even if you couldn’t tell already by the Christmas lights that adorn the many homes, you definitely can tell by the wait times, […]. The post Easing Hectic Holidays with AI appeared first on Blueworx. Blog AI Customer Experience CX IVR UX Waston

Does AI Contradict Credit Union Missions?

Blueworx

Customer expectations when it comes to convenience is higher than ever. Without having to look up from your screen or even leave the house, life is happening right at your […]. The post Does AI Contradict Credit Union Missions? appeared first on Blueworx.

The Omni-Channel Movement

Blueworx

Compared to even 5 years ago, technology has never before been so integrated into our daily lives. Look around you, how many internet-connected devices are within arm’s reach? These things […]. The post The Omni-Channel Movement appeared first on Blueworx.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Creating a Better Customer and Agent Experience with AI

Blueworx

What if we could tell you the contact center can be better, faster, smarter and more successful in creating loyalty with your customers that is long lasting? Creating a better […]. The post Creating a Better Customer and Agent Experience with AI appeared first on Blueworx. Blog AI Contact Center Customer Experience Live Agent Smart Agents

Do you hate waiting in line?

Blueworx

Do you hate waiting in line? On hold? Most of us would certainly answer, “yes.” ” However, the psychology behind waiting in line says that most of us don’t hate waiting […]. The post Do you hate waiting in line? appeared first on Blueworx.

Forbes: Reinventing Interactive Voice Response For The Digital Era

Blueworx

“Few technologies are more despised than interactive voice response (IVR). It doesn’t help that big companies have largely replaced the dreaded ‘press one for sales’ with voice recognition technologies. Instead […].

Catching Your IVR System Up With the Times

Blueworx

The office of the 1970s was built on paper files, the office of the 1980s was built on word processing, spreadsheets, and other PC software, and the office of the […]. The post Catching Your IVR System Up With the Times appeared first on Blueworx. Blog Cloud IVR Migration White Paper

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Blueworx and CallVU Partner to Deliver A Visual and Interactive Approach to Customer Experience

Blueworx

Optimize customer interactions with real-time digital collaboration and visual voice solutions. TEL AVIV, ISRAEL AND LONDON, UK – January 8, 2019 – Blueworx, a provider of Interactive Voice and Customer Experience solutions and […]. The post Blueworx and CallVU Partner to Deliver A Visual and Interactive Approach to Customer Experience appeared first on Blueworx.

Blueworx Releases Voice Response 7.9

Blueworx

Delivering enhancements to protect every customer interaction Tulsa, Oklahoma – Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver efficient, scalable, and reliable voice technologies, announced […]. The post Blueworx Releases Voice Response 7.9 appeared first on Blueworx. News Blueworx Voice Response 7.9 IBM Voice Gateway Linux PCI PCI compliance

Building a Foundation for Dynamic Contact Center Infrastructure Performance Monitoring and Reporting

Blueworx

Release 7.6 of Blueworx Voice Response Leveraging real-time data analytics enables a faster, more precise and effective ability to make decisions over those evaluations made with conventional data reporting. Today, […].

5 Tips to Make the Customer Experience Even Better

Blueworx

Innovative solutions specifically targeted toward contact centers that serve customers across numerous channels are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, […]. The post 5 Tips to Make the Customer Experience Even Better appeared first on Blueworx. Blog Analytics Chatbots Customer Experience IVR Pop-ups Self-service Portal

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Insert Brain Here

Blueworx

Artificial intelligence, or AI, has gotten record breaking smart. It has outsmarted world champions in poker, chess, and even won jeopardy (we all thought for sure it was impossibly rigged, […]. The post Insert Brain Here appeared first on Blueworx. Blog AI ANN Brain CX Deep Learning

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Leveraging AI Into a Positive Customer Experience

Blueworx

Successful enterprises understand the importance of customer loyalty. 52% of people stop using a company’s products or services based on bad customer service interactions. And their opinion matters. Users take […].

Modern Self-Service: Empowering Customers to Serve Themselves

Blueworx

All this talk about modernizing the customer experience can quickly get overwhelming. You have many options to enhance the customer experience today with natural language speech, incorporating other channels like […]. The post Modern Self-Service: Empowering Customers to Serve Themselves appeared first on Blueworx. Blog Contact Center IVR Modern Self-Service User Experience

Technology and Humans Deliver the Best in User Experience

Blueworx

I bet you can recall the last time you had a really terrible customer experience. It was probably pretty recent and could still be as fresh as day in your […]. The post Technology and Humans Deliver the Best in User Experience appeared first on Blueworx.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Blueworx Introduces a Centralized Outbound Calling API, Fax Machine Detection and Bridge Transfer to Linux

Blueworx

Release 7.7 of Blueworx Voice Response for Linux Contact centers today are actively looking for opportunities to leverage enhanced self-service as well as proactive outbound interactions that drive customer loyalty […]. The post Blueworx Introduces a Centralized Outbound Calling API, Fax Machine Detection and Bridge Transfer to Linux appeared first on Blueworx. Blog Blueworx Blueworx Voice Response Blueworx Voice Response for Linux 7.7 Contact Center Fax IVR Linux Outbound Calls

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Significant Enhancements Offered in New Release: Blueworx Voice Response for Linux 7.3

Blueworx

The Blueworx team continues to develop the capabilities of Blueworx IVR for Linux with the availability of Blueworx Voice Response 7.3, featuring additional key elements for management and configuration. Blueworx […].

Customer Experience trumps Customer Service

Blueworx

No longer is the phrase, “customer service” being used, or even challenged. Instead, consumers everywhere have upped their game and demanded something even better, a “customer experience”. What does that […].

Stop Kicking the Tires On Contact Center Transformation – It’s Time to Act.

Blueworx

Changes in the customer experience journey are happening fast. There is no slowing down or stopping the convergence of technology and the increasing demands for quick, relevant and personalized customer […]. The post Stop Kicking the Tires On Contact Center Transformation – It’s Time to Act. appeared first on Blueworx. Blog Cognitive Customer Service Contact Center Customer Experience Transformation

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

The Forgotten Duo in Customer Experience

Blueworx

We write a lot about customer service but we think it’s pretty essential to the success of any business and we also know that companies not meeting these ever so […]. The post The Forgotten Duo in Customer Experience appeared first on Blueworx.

Touchpoints in the Customer Journey

Blueworx

Touchpoints are vital to the overall customer experience. It is during these moments, when a customer reaches out to you to conduct business, that your company has the opportunity to […]. The post Touchpoints in the Customer Journey appeared first on Blueworx. Blog AI Customer Experience Customer Journey IVR Journey-centric Touchpoints

Is the Sun Going Down on IVR?

Blueworx

Many of the people I talk to every day seem to think they’re going to stop investing in IVR. They think that in this day and age of intelligence that […]. The post Is the Sun Going Down on IVR? appeared first on Blueworx. Blog AI IVR millenials speech to text

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Blueworx Releases Voice Response for Linux 7.3

Blueworx

Delivering Powerful Management Tools for Blueworx IVR Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver efficient, scalable, and reliable voice technologies, announced the release of […]. The post Blueworx Releases Voice Response for Linux 7.3

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.