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Contact Center Trends 2021: The CX Watershed

Fonolo

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth.

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What Is a Knowledge Base and Why Is It Useful?

Comm100

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

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Philips accelerates development of AI-enabled healthcare solutions with an MLOps platform built on Amazon SageMaker

AWS Machine Learning

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. Enable a data science team to manage a family of classic ML models for benchmarking statistics across multiple medical units.

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UK brands struggling with digital customer experience

Eptica

Chat is now a mainstream channel 65% of consumers are happier using chat now than five years ago , a fact mirrored by nearly half (49%) of companies advertising chat facility on their website (up from just 13% in 2014). Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

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2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. Free Download] Live Chat Benchmark Report 2018. Check out our annual benchmark report.

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SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?

Comm100

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. In 2014 Cision charged $5,700 per year for a single license to access its media database. Free Download] Live Chat Benchmark Report 2018. Cision’s negative point?

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