DMG Consulting

MARCH 8, 2019

DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. 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).

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

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

DMG Consulting

AUGUST 2, 2017

The Omni-Channel Agent Experience. 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.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

DMG Consulting

OCTOBER 4, 2017

In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. You can read the full article here.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

CSM Magazine

JUNE 12, 2020

Stakeholders—internal or external persons, companies, or social groups—have a vital interest in a company’s actions, policies, and objectives. When integrated with bots and virtual agents, AI can vault support services beyond scripted responses to assist with resolving more complex customer issues in call centers or support departments.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

NobelBiz

FEBRUARY 21, 2023

This strategy allows the call center to deliver superior customer service, reduce service wait times, and streamline the client experience. It is built on virtual agents, capable of doing human-like tasks independently and up to 10 times quicker than humans. billion in 2017 to $10.4 billion in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

This strategy allows the call center to deliver superior customer service, reduce service wait times, and streamline the client experience. It is built on virtual agents, capable of doing human-like tasks independently and up to 10 times quicker than humans. billion in 2017 to $10.4 billion in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Fonolo

JANUARY 4, 2022

The State of Customer Service in Statistics. 52% of all customer service engagements around the world in 2017 began online. 67% of people worldwide believe that customer service is improving as a whole. In 2017, 64% of Americans contacted some form of customer service. High-performing service teams are 3.2

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. Introduction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40