Creative Virtual

SEPTEMBER 6, 2018

Members of the Creative Virtual team will also be available at our stand to share live demonstrations and success stories of organizations around the world already using our V-Person virtual agents, chatbots, and live chat to optimize their conversational customer care.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

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. There were also some other noteworthy and news making announcements for individual members of the Creative Virtual team this year. Congratulations!

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Provide Support

JANUARY 10, 2018

How many changes will 2018 bring about for those in customer service? Are chatbots and virtual agents likely to replace humans any time soon? And if so, what does the future hold for human CSRs and what will be the role of AI in customer service then? Published in Provide Support Blog , 2018.

Virtual Agent 70

Virtual Agent Customer Service Chatbots Sales 70

TechSee

MARCH 13, 2018

The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b Recognized 80% growth in bookings over 2018. Customer Quotes. About SmartAction.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

Creative Virtual

OCTOBER 1, 2018

Happy Customer Service Week! Today marks the first day of the annual week-long international celebration of the importance of customer service and the people who serve and support customers on a daily basis 365 days a year. Delivering five-star customer service experiences doesn’t happen by accident.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

Creative Virtual

APRIL 22, 2020

The two graphs below summarise their responses – the first is responses from the UK, the second from the US: In the US survey, 61% of respondents identified AI/self-service as being very important, up from just 51% in 2018. The UK survey found a similar noteworthy increase in responses from the 2018 survey for AI/self-service.

Self service 52

Self service Customer Experience Virtual Agent Chatbots 52

SmartAction

FEBRUARY 21, 2019

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers. I don’t want to wait on hold to talk to a person, and neither do customers.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

SmartAction

MARCH 6, 2019

In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology ( read news release ). How to Take Advantage of the Avaya-SmartAction Relationship.

Virtual Agent 9

Virtual Agent Self service Contact Center Interactive Voice Response 9

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. Predict the buying behaviors and preferences of your customers. Detect customer sentiments and emotions to make efficient decisions and enhance experiences. What is an employee call out-line?

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. 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% DMG expects the market to grow at a minimum of 22.5% Adoption Rate for the CBCCI Segment.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

SmartAction

MARCH 15, 2019

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.

Virtual Agent 8

Virtual Agent Enterprise Self service Contact Center 8

SmartAction

AUGUST 5, 2019

While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI. Q: Tell us about IVA.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. 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. 39% growth in digital sales.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

Creative Virtual

OCTOBER 30, 2018

While this had a positive effect in garnering more attention for using chatbots and virtual agents to deliver automated self-service, it also played a role in creating industry confusion. The post Jumping on the Bandwagon isn’t the Same as Following Best Practice appeared first on Creative Virtual.

Best practices 40

Best practices Chatbots Virtual Agent Self service 40

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Artificial Intelligence Conference. ET on May 2. Learn more.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

Liveops

FEBRUARY 28, 2019

When it comes to customer service, receiving a Stevie Award is one of the world’s top honors a contact center organization or professional can accept. Our agent certification eLearning program won GOLD for Customer Service Training Product of the Yea r. Cover photo courtesy of Stevie Awards.).

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

3CLogic

JANUARY 24, 2024

Are they met by long wait times and low-performing agents? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising. AI in customer service does have its limitations.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Fonolo

JANUARY 17, 2018

I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? Virtual Agent. Calling chatbots “virtual agent” is actually doing virtual agents an injustice, so please stop doing this. Virtual agents actually have a much broader use.

Chatbots 125

Chatbots Interactive Voice Response Virtual Agent Contact Center 125

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management 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 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

SmartAction

MAY 17, 2019

SmartAction provides AI-powered virtual agents for call centers to automate conversations traditionally handled by live agents over voice, chat, and text. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

Virtual Agent 40

Virtual Agent Call Center Self service Marketing 40

DMG Consulting

OCTOBER 4, 2018

Organizations that invested in them spent lots of time finding and loading the data and trying to get their employees, particularly those in contact centers, customer service organizations, technical support functions and field service, to use the solutions. Knowledge Management in the Era of AI. By Donna Fluss.

Management 72

Management Virtual Agent Gamification Technical Support 72

JivoChat

JUNE 7, 2021

Now that you have an understanding of the basics of customer interaction and the importance of customer interaction management, let’s dive into the types of interactions you can use to wow your consumers and enhance their journey. The five main types of customer interactions include: Chat interactions. Customer service calls.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

JustCall

AUGUST 10, 2022

Starter – $25 per user, per month, billed annually Essential – $30 per user, per month, billed annually Expert – $50 per user, per month, billed annually Custom – On request. Intelligent routing – Calls can be routed based on caller data, IVR selections, agent skills, calling hours, and so on.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Solvvy

JULY 5, 2018

Whereas most companies this size would have hundreds or thousands of employees to provide customer service, they’ve scaled customer support through AI and machine learning. Automating customer engagement. Automating customer service. Self-service support tools have come a long way in the last few years.

Self service 48

Self service Virtual Agent Sales Enterprise 48

Interactions

DECEMBER 18, 2019

These enterprises see value in offering voice services for general customer service inquiries and to guide customers to relevant products and offers, per the Oracle Impact of Emerging Technology on CX Excellence report. AI and Agents: Better Together. Many failed to live up to customer expectations.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

JustCall

FEBRUARY 13, 2023

The customer service is beneficial as well.” Nextiva has a web app and a mobile app for remote servicing and integrates with business solutions like ServiceNow, Salesforce, and Zendesk. Workforce management tools – The tools to monitor quality, forecast, and accurately staff operations to improve agent performance.

Interactive Voice Response 52

Interactive Voice Response voip Enterprise APIs 52

JustCall

APRIL 24, 2023

Top Features of Talkdesk Intelligent routing Calls can be routed based on the following: Caller data IVR selections Calling hours, etc Screen recording Call and screen recordings help analyze customer interactions for improvement. Agent assist It provides real-time agent support to improve the quality of customer interaction.

voip 52

voip CRM Enterprise Call Center 52

Liveops

SEPTEMBER 4, 2018

In tight labor market, customer service talent acquisition gets competitive. What that means is somewhat open to interpretation, but Morgan points to a myriad of characteristics: Today’s workforce seeks to customize work and will use new ways to communicate and collaborate, among other factors.

Enterprise 54

Enterprise Customer Care Virtual Agent Call Center 54

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. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Introduction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40