Xaqt

JUNE 1, 2020

All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Lumoa

JUNE 23, 2021

Source: Gartner These developments are in keeping with Gartner’s Hype Cycle for Customer Service and Support Technologies , which identified five solutions that would take customer experience in the future. Additionally, utilizing voice-enabled support enhances the human experience by providing a personal touch.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

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. With easily scalable virtual agents, hold times are eliminated.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78