PeopleMetrics
JUNE 18, 2019
Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Over the past year, another lesson has emerged that I would like to share with you.
Aspect
NOVEMBER 1, 2018
Millennials were born between 1976 and 2001. Aspect Workforce Management empowers agents with a wealth of self-service options including web-based, smart phone, IVR or even using an intelligent personal assistant chatbot. They are very different from their doting baby boomer parents. Dan Schawbel, author of Me 2.0
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Jon Arnold
MAY 25, 2017
I didn't attend the technical breakout sessions, but I hardly heard any references to IVR, ACD, call recording, etc. - Today, it's all about omnichannel, CX and customer journey, and the new vernacular is about AI, machine learning, automation, chatbots, conversational interfaces, journey visualization, biometrics, and of course, AR/VR.
Xaqt
JUNE 1, 2020
We've seen this before The Dotcom bust coupled with 9/11 was a cataclysmic event for outsourcers in 2000 and 2001. As a result, Contact Center Executives are moving past the notion that Virtual Agents merely automate interactions with customers, and are enjoying the benefits of expanded use cases.
CSM Magazine
JUNE 30, 2021
AI chatbot handles peaks and supports business growth. Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. We quickly decided that using a chatbot, underpinned by AI, was the way forward.”.
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