Babelforce

AUGUST 12, 2021

Conversational AI is a buzzword in the customer service and contact center industry. You’ll be able to serve more customers faster and at a lower cost. In the contact center, the primary use for Conversational AI is IVR technology. IVR isn’t generally the best-loved piece of kit in customer services.

Interactive Voice Response 52

Interactive Voice Response Chatbots Contact Center Self service 52

SmartAction

DECEMBER 15, 2021

The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. Since the beginning of the pandemic, the demand has surged for phone support leaving many customers frustrated with hold times. A live agent deals with anything handled outside of self-service.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

Fonolo

OCTOBER 29, 2019

They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. An increase in average call duration is the best, objective indicator of aggregate improvement in self-service. It’s planned for release in mid November.

Self service 80

Self service Call Center Interactive Voice Response Chatbots 80

Fonolo

OCTOBER 29, 2019

They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. An increase in average call duration is the best, objective indicator of aggregate improvement in self-service. It’s planned for release in mid November.

Self service 52

Self service Call Center Interactive Voice Response Chatbots 52

CSM Magazine

JULY 14, 2020

Contact centres should take charge now, reassuring customers that it’s safe to make card payments by getting back to basics and embracing the functionality of secure Agent Assisted Payment solutions. IVR Payments. Back to basics with PCI DSS. Omni-channel solutions include: Agent Assisted Card Payments. E-Commerce payments.

Finance 52

Finance Interactive Voice Response Education CRM 52

COPC

SEPTEMBER 5, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

Enterprise 40

Enterprise industry standards Big data Technology 40

COPC

SEPTEMBER 4, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

Enterprise 40

Enterprise industry standards Big data Technology 40