SmartAction
NOVEMBER 1, 2023
We’ve been PCI DSS Level 1, the highest level of compliance, since 2012. Conversational chatbots and IVR can be programmed to handle tasks that include answering frequently asked questions, troubleshooting technical issues, and completing cross-channel transactions. Now you know “how” and “why” to implement conversational AI.
NICE inContact
AUGUST 20, 2019
If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! What functionality do I need beyond the basics of ACD , IVR and reporting ? That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems.
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NICE inContact
AUGUST 20, 2019
If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! What functionality do I need beyond the basics of ACD , IVR and reporting ? That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems.
Fonolo
NOVEMBER 17, 2020
Seven hundred twenty-two million smartphones were shipped in 2012, bringing the worldwide installed base to 1 billion. Smartphones’ potential to improve the call center experience, combined with their widespread adoption, resulted in a flurry of mobile customer service product releases in 2012: Mobile Call-Back by Fonolo.
Talkdesk
MAY 7, 2015
What’s more, the number of workers telecommuting several days a week has increased by almost 80 percent between 2005 and 2012, according to Global Workplace Analytics. Call centers are not immune to this trend and, as such, equipping agents to adapt to this change is key. In fact, in 2015, 1.3
Balto
AUGUST 3, 2022
We asked respondents to rank how often they use the following tools today, and how they expect them to be used ten years from now: Voice (phone) assistance IVR (Interactive Voice Response) assistance Online chat bot Live chat with a human Self-service knowledge base Discussion forums Social media Email Text Mobile app.
Fonolo
JANUARY 29, 2019
Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” still prefer phone or voice as their primary customer service channel. This is listed by 34% of U.S. respondents as the most frustrating aspect of the customer service experience. 44% of people surveyed in the U.S.
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