DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Talkdesk

MAY 29, 2020

In 2017, as Hurricane Irma approached the Florida coastline, it was the strongest storm ever recorded in the Atlantic and projected to pass right through Orlando. Hostetter and Barbarich share how they reacted to rapidly changing conditions and leveraged Talkdesk to keep service operations up and stay connected with their customers.

Interactive Voice Response 71

Interactive Voice Response Call flow Self service Contact Center 71

Solvvy

SEPTEMBER 20, 2022

Chatbots give customers a self-service option that is easy to use and provides accurate information. This reduces the number of tickets customer service teams need to address. Customer service agents working to assist people as quickly as possible may not have the time to capture the details of interactions.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. By Donna Fluss.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

USAN

OCTOBER 22, 2017

Visual IVR for Amazon Connect extends omnichannel IVR to Amazon Connect service. October 23, 2017 – USAN, a provider of cloud-based omnichannel customer engagement solutions, today announced the availability of Visual IVR for Amazon Connect on AWS Marketplace. Often, that means using self-service options.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Enterprise 40

VocalCom

MARCH 26, 2018

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Voice is still the dominant channel in the contact center and will remain so for many years. The Great Contact Center Diaspora.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. What goes into good self-service? Seven Help Centers we love.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

HGS

FEBRUARY 1, 2017

They must provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferences, to deliver more personalized service. Balancing self-service and digital—including human assistance, when needed—is a significant customer service focus area.

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

CSM Magazine

FEBRUARY 1, 2022

Telefonica is now looking to deliver wider-scale digital services transformation for customers and employees, even higher productivity and further service innovations. Customers can also experience transformed services by self-serving through any digital channel – via dynamic digital interfaces with simple robot-guided interactions.

Technology 52

Technology Interactive Voice Response Self service Upselling 52

CSM Magazine

FEBRUARY 1, 2022

Telefonica is now looking to deliver wider-scale digital services transformation for customers and employees, even higher productivity and further service innovations. Customers can also experience transformed services by self-serving through any digital channel – via dynamic digital interfaces with simple robot-guided interactions.

Technology 52

Technology Interactive Voice Response Self service Upselling 52

24-7 InTouch

OCTOBER 21, 2021

In comparison, a similar survey in 2017 indicated the same percentage were implementing digital strategies solely for the associated cost savings. . This approach ensures customer interactions are part of a larger, comprehensive brand experience, rather than a standalone activity. . What Does this Trend Towards Digital Investment Mean?

call center association 52

call center association Call Center Interactive Voice Response Customer Care 52

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. This is listed by 34% of U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

VHT

OCTOBER 11, 2018

And it’s very common for people to jump from self-service to the contact center. In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. Immediate Gratification. Expertise-Based Routing. Artificial Intelligence.

Best practices 48

Best practices Contact Center Self service Entertainment 48

Callminer

DECEMBER 17, 2019

. “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S. respondents (34%) chose ‘Automated Telephone System (IVR)/inability to reach a live person for customer support.’” Self-service may prove a powerful new option for customer service savings in years to come.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Aspect

FEBRUARY 7, 2018

And according to a new research from Adobe Digital Insights (ADI), voice-assistant sales grew 103% year over year in the fourth quarter of 2017. Adobe also found that 22% of voice assistant owners said that they shop using voice commands. And people say voice in customer service is on the decline?

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

Aspect

JUNE 4, 2018

We prefer to solve our own customer service issues. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. Continuity is an important contribution when creating a personalized experience for customers.

Interactive Voice Response 51

Interactive Voice Response Banking Accountability Personalization 51

VHT

SEPTEMBER 24, 2018

And callback continues to play a central role because even with a wide choice in contact channels, 41% of customers still prefer to talk to a person. With the interaction history at hand, agents pick up exactly where the conversation left off. Sometimes, companies anticipate consumers’ needs by sending a FAQ or self-service link.

Contact Center 48

Contact Center Technology Chatbots Wait times 48

Eptica

MAY 31, 2017

Date: Wednesday, May 31, 2017 Artificial intelligence and the rise of augmented agents in customer experience. Published on: May 31, 2017. According to Gartner, the percentage of interactions on the telephone (including through IVR), will drop from 69% in 2017 to 22% in 202 2.

Customer Experience 52

Customer Experience Chatbots Interactive Voice Response Technology 52

NobelBiz

FEBRUARY 21, 2023

Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option. billion in 2017 to $10.4 In addition to increasing productivity, agents can also deliver a more personalized service.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option. billion in 2017 to $10.4 In addition to increasing productivity, agents can also deliver a more personalized service.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the Voice over the Net Conference when voice over the internet was in its infancy. Chatbots enable a customer to answer questions via text. They ask, “How can I help you?”

Chatbots 62

Chatbots Contact Center Interactive Voice Response Self service 62

Taylor Reach Group

JUNE 11, 2018

Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. Phone is expected to account for 47% of contacts in 2019 compared to 64% in 2017 (Deloitte). Forrester).

Contact Center 50

Contact Center Self service Scripts Call Center 50

DMG Consulting

APRIL 10, 2017

When it comes to enterprise servicing strategies, a new contender seems poised to challenge an old but dependable stalwart. This includes branch/storefront, back office, in-person sales, website, social media, and contact center activities (including interactive voice response, web self-service, live agent, text, and chat).

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

DMG Consulting

OCTOBER 4, 2017

IVAs are known by many names, including interactive virtual agents, virtual agents, virtual reps, v-reps, bots, chatbots, chatterbots, and more.) IVAs present companies with a great opportunity to enhance their voice and web self-service environments by making them easier to use, enhancing the options, and increasing customer adoption.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

aircall

JANUARY 27, 2021

According to a Gartner report , over one-third of customer service representatives will be working at home by the year 2023. That’s a huge increase if you consider that only 5% of customer service employees were working at home in 2017. You should also ensure basic features exist, such as call recordings, call queueing and IVR.

virtual call center 62

virtual call center Call Center call center software voip 62

Aspect

JUNE 22, 2017

Just like an IVR integrated with the contact center would in the world that I’m sure Apple would love to call the “old world”, Business Chat lets you signal the reason for contact (they call it “Intent”), and the skill group or queue needed to handle the inquiry (they call it “Group”). Rich Interaction.

Contact Center 66

Contact Center Chatbots Interactive Voice Response Marketing 66

Comm100

MARCH 1, 2018

Deloitte’s 2017 Global Contact Center Survey identified that contacts by phone are expected to fall from 64% in 2017 to 47% in 2019. Not to mention, you’ll likely be subjected to layers of IVR hell and terrible hold music before you actually get to speak to a person. There’s a few compelling reasons.

Benchmark 43

Benchmark Contact Center Interactive Voice Response Customer Service 43

ProProfs Blog

JANUARY 7, 2020

If the customer service agent has personal issues that he or she could not put aside whilst attending to customer calls. If the business is trying to attract to a newer demographic who are not averse to conversing with a chatbot or IVR. If the customer is rude and abusive to the agent without any provocation from the rep’s side.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Fenero

FEBRUARY 22, 2019

Silent whispers rumored Amazon’s Alexa technology being optimized for use in the contact center industry, bringing the power of AI to help transform the way customers interact with their service providers. On March 28, 2017, Amazon finally made an announcement: “Amazon Connect – Customer Contact Center in the Cloud”.

Contact center software 9

Contact center software Contact Center contact center solutions Interactive Voice Response 9