Fonolo

APRIL 2, 2019

One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. Key quote: “The Contact Center is going to change more in the next five years than in the last 25.” See our related post: “ AI is Not Reducing Call Center Agent Employment.”. Read more on their blog post.

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Contact Center Customer Service Call Center Enterprise 78

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. AI is finding a comfortable home in the contact center.

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Contact Center Analytics voip Virtual Agent 71

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. I’ve heard this spoken of chatbots, in particular, this year. Statements like, “Chatbots will automate X% of your customer interactions” and “Your competition is working on a chatbot as we speak” have been uttered in my presence.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. We can’t mention recognitions without a special shout out to the Transport for NSW team and their chatbot RITA on having an exceptional year. Congratulations!

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Virtual Agent Transportation Chatbots Multichannel 40

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

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Contact Center Benchmark Chatbots Self service 49

Revation Systems

AUGUST 5, 2019

Consumers crave digital communication solutions that are fast and convenient, a job that chatbots seem to be accomplishing. Gartner reports that 25% of customer service operations will use virtual customer assistants (VCAs) — or chatbots — by next year to quickly identify and solve customers’ problems. Banking Chatbots.

Banking 48

Banking Healthcare Chatbots Surveys 48

USAN

SEPTEMBER 3, 2021

In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. Amazon Connect, the omnichannel cloud contact center platform from Amazon Web Services, helps companies optimize their CX by delivering seamless support through the power of technology. By 2025, the value will be $3.2

Chatbots 40

Chatbots Customer Service Cloud contact Contact Center 40

Revation Systems

MARCH 13, 2018

LinkLive, our flagship contact center platform, is fundamental to what we do — and through it, we can offer integrated features and capabilities to help you better connect with your customers and patients through the mediums that matter most to them. This release also debuts our new lite AI, chatbot engine: Reva.

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Chatbots Banking Contact Center Healthcare 48

Aspect

APRIL 11, 2018

So as we collectively set our clocks forward this Spring, we are reminded that it’s time to slough off the Winter weather and let 2018 kick into high gear. If you want to be ahead of the game when the snow settles after the holiday rush at the end of 2018, you have to get a head start. If you’re not early you’re late.

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Contact Center contact center solutions Interactive Voice Response Chatbots 48

VocalCom

DECEMBER 4, 2017

Here are five ways blended AI may transform customer service and sales in 2018. AI can generate more leads, offer more accurate prospect information using advanced algorithms, and improve productivity in the contact center—all leading to increased sales. The human role in customer service will shift.

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Sales Contact center software Self service Contact Center 0

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

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Journey mapping Contact Center Enterprise Personalization 72

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

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Contact Center outsourcing Surveys Call flow 69

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

VocalCom

JANUARY 15, 2018

While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve. Indeed, chatbots and virtual assistants will continue to transform customer service. Artificial intelligence. An omnichannel experience.

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Contact center software Chatbots Finance Contact Center 50

Aspect

APRIL 4, 2019

Aspect has changed that with the release of our 2018 Consumer Experience Index Survey , a compilation of attitudes and preferences from over 1,000 US consumers. Ian Jacobs, Principal Analyst at Forrester, puts it this way, “Unhappy contact center agents equal unhappy customers. It’s that simple.”.

Contact Center 81

Contact Center Chatbots Surveys Self service 81

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

VHT

SEPTEMBER 24, 2018

Moreover, sophisticated platforms like VHT Callback and VHT Callback Cloud work in concert with evolving technologies, such as chatbots, omni-channel communications and data analytics, to create a seamless and satisfying experience. Empower Chatbots and Mobile Apps. That’s when callback shines. Offer Proactive Support.

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Contact Center Technology Chatbots Wait times 48

Avaya

SEPTEMBER 19, 2018

It seems one cannot pick up a newspaper or magazine in 2018 without seeing a headline related to artificial intelligence (AI). In September 2018, The Wall Street Journal published a thought-provoking article, The Human Promise of the AI Revolution. appeared first on Avaya Connected Blog.

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Customer Care Government Contact Center Healthcare 94

Call Experts

JANUARY 15, 2020

Also, these automations will power real-time messaging and reporting, voice assistants, chatbots, deep learning, predictive intelligence, and machine learning. Use of voice assistants and chatbots to conduct HR service more naturally and effectively with real-time reporting. Using Chatbots for interactive onboarding.

Chatbots 72

Chatbots Journey mapping Interactive Voice Response outsourcing 72

VHT

MARCH 12, 2019

AI tools like chatbots and digital or IVR self-service were destined to help your customers handle basic issues at their own convenience, drastically cutting down on the transactional calls made to contact centers. According to CCW’s 2018 Market Study on Performance & Metrics, these grievances are: Long wait times.

Contact Center 48

Contact Center Interactive Voice Response Customer effort Wait times 48

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. People love using chatbots for simple tasks. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter. Social Media Customer Care.

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Contact Center Gamification Employee engagement Chatbots 48

NICE inContact

APRIL 30, 2019

Artificial intelligence (AI) has the potential to transform contact centers. Contact center leaders agree and are confident in AI’s role in delivering exceptional customer experiences. Then, we compared business responses with what more than 2,400 consumers told us about their actual service experiences in our 2018 study.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

Customer Service Life

MARCH 24, 2018

This article was originally published on the ICMI Blog on December 21, 2018. Looking back over the past year of working in contact centers, it’s a daunting task to recall the lessons I’ve learned for a few reasons. While it’s been a few months, these lessons are still relevant. Click here to read it.

Coaching 60

Coaching Chatbots Contact Center SaaS 60

NICE inContact

SEPTEMBER 27, 2017

While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as well. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 48

Contact Center Technology Chatbots Customer Experience 48

NICE inContact

SEPTEMBER 27, 2017

While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as well. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 48

Contact Center Technology Chatbots Customer Experience 48

NICE inContact

MAY 8, 2019

Have they embraced your new, leading-edge, AI-enabled chatbots? These are questions that keep contact center leaders up at night. Then we compared these findings to what consumers said in our 2018 consumer study. Conversely, organizations overestimate customer satisfaction with automated assistants/chatbots.

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Include a detailed FAQ section on your website, support documents, interactive mobile apps, online communities, and web-based chatbots to support customer's needs. More Blogs Menu. Rapid Adoption of AI.

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Journey mapping Contact Center Interactive Voice Response outsourcing 78

Aspect

AUGUST 30, 2018

Zwar gibt es auch Vorbehalte, aber die möglichen Chancen sind besonders im Bereich des Kundenservice greifbar: Im Contact Center sorgt KI dafür, dass Kunden über Self-Service Kanäle kommunizieren können. Deshalb ist so wichtig, dass Contact Center eine zuverlässige Self-Service Plattform aufbauen, die moderne Technologie einsetzt.

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Self service Interactive Voice Response Chatbots Contact Center 54

NICE inContact

MAY 23, 2019

With so many touchpoints in play, it’s more important than ever for contact center leaders to have their fingers on the pulse of their customers, and then align their own performance with what customers actually experience. appeared first on NICE inContact Blog. The post Are Your Customers as Satisfied as You Think They Are?

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. What are the drivers of migrating contact centers to the cloud?”. Blog: Art Schoeller at Forrester Research.

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Cloud contact Contact Center Average Handle Time contact center solutions 52

NICE inContact

MAY 16, 2019

Our second annual study delves into attitudes and perceptions about customer experience and service delivery — from the perspective of both customers and contact center leaders. Then we compared these results to what over 2,400 customers actually reported in our 2018 benchmark. appeared first on NICE inContact Blog.

Benchmark 54

Benchmark Contact Center Interactive Voice Response Chatbots 54

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Develop sophisticated performance analytics that evaluates contact center metrics. More Blogs Menu. Understand top tier contact center operations and benefits. Free your Phone!

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Customer Experience outsourcing Call Center Virtual Agent 65

Serenova

AUGUST 11, 2020

These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large. How important are call center agents on brand perception, you ask? This has further extended the role of the contact center agent and created new complexity for agents.

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Call Center Contact Center Chatbots Quality management 98

Aspect

DECEMBER 24, 2018

As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. appeared first on Aspect Blogs.

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Chatbots Finance APIs Self service 59

NICE inContact

MARCH 5, 2019

In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. Other “future” developments—chatbots and AI—are already here, right now. REGISTER NOW.

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Chatbots Benchmark Self service Customer Experience 67

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance.

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Average Handle Time Best practices APIs Consulting 70