NICE inContact

NOVEMBER 27, 2018

An acquisition in 2011 proved to be especially fortuitous for SumTotal. From CXone Omnichannel Routing, ACD/IVR and Reporting, SumTotal has continued to add CXone products to its contact center operation, including CXone Agent for Salesforce®, CXone APIs and CXone Voice as a Service (VaaS). Read more about SumTotal’s results.

Customer Support 48

Customer Support APIs Interactive Voice Response Contact Center 48

Comm100

NOVEMBER 13, 2022

Another of the growing customer service technology trends has seen a rise in chatbots and automation. Thanks to improvements in AI and automation technologies, chatbots can now handle as much as 80% of customer needs. The primary way that organizations are introducing automation to customer service is with the adoption of chatbots. .

Customer Service 72

Customer Service Chatbots Best practices Surveys 72

RichCall

SEPTEMBER 13, 2017

In 2011 Gartner predicted that. They use knowledgebases, FAQs, mobile customer self-service, chatbots, and peer-to-peer communities in increasing numbers. Since the business value of these technologies continues to evolve, we talked about the big challenges developers face in selling chatbots and AI into the enterprise.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

NOVEMBER 23, 2020

The Comm100 system now includes a full digital omnichannel solution combining live chat, email, social media, SMS, chatbots, and knowledge base, all in one. Includes: Email ticketing: Yes Social ticketing: Yes — Social ticketing is available for Facebook, Twitter, WeChat, and WhatsApp for Business. 24/7 customer support : ?

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

AWS Machine Learning

MAY 2, 2023

There are a few limitations of using off-the-shelf pre-trained LLMs: They’re usually trained offline, making the model agnostic to the latest information (for example, a chatbot trained from 2011–2018 has no information about COVID-19). RAG models were introduced by Lewis et al.

Engineering 74

Engineering Management APIs Chatbots 74

NobelBiz

JUNE 26, 2023

It was only natural that these events would catch the attention of the legislators… According to a study by globalscape.com , there has been a 45% increase in the cost of non-compliance since 2011. This is one aspect of your call center infrastructure you just don’t want to overlook.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52