CSM Magazine

DECEMBER 11, 2023

dollars in 2025, a 657% increase from 2016 levels. By meeting the on-demand, self-service expectations digital consumers have today, chatbots drive higher satisfaction and loyalty. In today’s digital landscape, chatbots have become an invaluable customer engagement and support tool for many businesses. billion U.S.

Chatbots 52

Chatbots outsourcing APIs Wait times 52

Noble Systems

JUNE 27, 2019

Advanced analytics. Speech analytics is another essential for cloud contact centers. Intelligence from analytics helps increase first call resolution rates, better manage handle times, improve compliance and provide other actionable insights by analyzing 100% of the interactions agents have with customers, across channels.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

DMG Consulting

MARCH 8, 2019

The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% at the end of 2016 (July 2017). 125/seat/month takes into consideration implementation, professional services and add-ons like WFO.). What’s Next.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

RichCall

SEPTEMBER 13, 2017

self-service. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Self-service. However, in 2016 Forrester has already reported that. consumers are using web self-service more than assisted service. of companies. omnichannel. mobile apps.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Natalie Petouhof

FEBRUARY 24, 2016

Infosys received the Global Corporate Venturing Rising Stars Awards 2016. Big Data & Analytics. particulates and provide insightful analytics on air quality. ANSR Consulting provides strategy and implementation services to help global companies establish Global In-House Centers (GICs) in India. Machine Intelligence.

Government 40

Government Consulting Consulting Analytics 40

SmartKarrot

JANUARY 18, 2022

Found by Manoj Dawane in 2016, VTION is an Indian-origin media technology innovation company that aims at measuring media audiences by analyzing consumer trends and behaviors. Found by Abhijit Pattanaik in 2016, Playtonia is an e-sports platform technology company that helps online gamers connect and develop communities. Hippo Video.

SaaS 11

SaaS Finance CRM Analytics 11