Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Cisco - Contact Center

JANUARY 27, 2020

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Integration of new cognitive capabilities powered by Voicea and Google Cloud’s Contact Center AI that turn your agents into “super agents”. Announcement Highlights.

Contact Center 78

Contact Center contact center solutions Enterprise Cloud contact 78

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. As every contact center expert knows, it takes more than one technology or one department to create an outstanding CX.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

NICE inContact

MARCH 28, 2019

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate.

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

Avaya

AUGUST 12, 2019

Are organizations attempting to use artificial intelligence (AI) in the contact center? In fact, the majority (58%) of executives believe that chatbots are the only form of AI that their organization is currently using effectively. Yes, without a doubt. What exactly does this mean?

Contact Center 50

Contact Center Chatbots Self service CRM 50

Aspect

OCTOBER 17, 2019

Aspect apresenta ferramentas para a força de trabalho e Experiência do Consumidor CX no CMS 2019. São Paulo, 14 de outubro de 2019 – A Aspect, pioneira no engajamento de equipes, introduziu a primeira interface de otimização da força de trabalho baseada em ícones e widgets em 2014 nos Estados Unidos. Participante: Osvaldo Mundim.

B2C 56

B2C Contact Center B2B Chatbots 56

Revation Systems

AUGUST 5, 2019

2019 CIO Survey. 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 48

Banking Healthcare Chatbots Surveys 48

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Those questions are not likely to stop during 2019.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Monet Software

JANUARY 31, 2019

While many seem to agree we are in the midst of a sea change in how customers will choose to engage with companies, there is little agreement on how quickly we’ll reach the point where today’s contact centers will no longer resemble the next iteration. And it’s a prediction that always comes true, and will do so again in 2019.

Customer Service 48

Customer Service First call resolution Self service Contact Center 48

VocalCom

JANUARY 28, 2019

Here are seven major trends shaping the customer experience in 2019. AI has been transforming the customer experience landscape for some time now, and it won’t be slowing down in 2019. Chatbots Magazine further adds that 67% of people expect to use messaging apps when communicating with a business. Security is an absolute must.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Fonolo

AUGUST 1, 2018

Google made a major announcement at their “Cloud Next” event with the launch of Contact Center AI. It was the second time this month that the contact center world was rocked by a Google announcement. So I would guess we’ll start seeing solutions deployed in the real world mid 2019.

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

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

MARCH 12, 2019

Here we are, three months into 2019, and the twin innovations of artificial intelligence and automation haven’t meaningfully disrupted the voice channel for customer service. But the latest statistics show that, not only are customers internationally still calling contact centers, they still prefer voice over digital channels.

Contact Center 48

Contact Center Interactive Voice Response Customer effort Wait times 48

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.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

bold360 Blog

JANUARY 2, 2020

So for my last episode in 2019, I wanted to look back at what I’d learned from those conversations. Chatbots and virtual agents used to be kind of a standalone discussion. A virtual agent could sit in a contact center, for example. Subscribe via iTunes , Spotify and more. I did 50 podcasts this year. Ryan Lester.

Virtual Agent 59

Virtual Agent Real estate Chatbots Technology 59

VocalCom

MARCH 25, 2019

According to Microsoft, this generation uses their mobile devices to contact customer service at a rate of 43%. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. A social cause.

Contact center software 54

Contact center software Advertising Contact Center Chatbots 54

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. That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

Aspect

JANUARY 25, 2021

Gartner predicts that “by 2023, 25 percent of employee interactions with applications will be via voice, up from under 3 percent in 2019. Although most chatbots and virtual assistants are still text-based, AI-enabled speech-to-text and text-to-speech hosted services are improving rapidly.

Self service 118

Self service APIs Chatbots Engineering 118

Mindtouch

OCTOBER 17, 2019

Driven by new technologies and shifting customer demands, the contact center market is growing. To help business decision makers within the contact center space sort through it all and select the right vendors, Frost & Sullivan publishes its annual Contact Center Buyers Guide, North America.

Contact Center 81

Contact Center Interactive Voice Response Chatbots Marketing 81

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. For one thing, the two groups agree that businesses should immediately inform consumers when they are interacting with a chatbot.

Chatbots 54

Chatbots Benchmark Contact Center Surveys 54

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. The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. How about the latest digital channels?

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. To welcome the new year, here are five predictions for 2019. Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. In parallel, automation and AI are transforming the processes of contact centers themselves. Want to know more about the evolution of contact centers

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. This is likely one reason why Oracle found that 80% of sales and marketing leaders say they currently use or plan to deploy chatbots in the near future. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

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. Get your copy of the business wave of the 2019 NICE inContact Customer Experience Transformation Benchmark today!

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. 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.

Benchmark 54

Benchmark Contact Center Interactive Voice Response Chatbots 54

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. Looking back on quarter two, the nonstop movement in the contact center technology space continues. Click here to read the original post and be sure to watch the video that goes along with it. Freshworks.

Technology 74

Technology Chatbots Analytics Contact Center 74

teleopti

DECEMBER 16, 2019

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. The challenge for contact centers next year will be to harness the power of innovative technology that makes life better for employees and customers while removing operational complexity. Wrap it all up with predictive analytics.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

NICE inContact

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. Download your copy today.

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

Serenova

AUGUST 11, 2020

In recent years, businesses have evolved the role of call center agents to help customers through a variety of mediums giving birth to the omnichannel contact center. This has further extended the role of the contact center agent and created new complexity for agents. Calling Out for Customer Support.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Revation Systems

MARCH 12, 2019

Revation would later expand to a virtual contact center system, LinkLive. 2019 and Beyond. The services provided by Revation assists call centers and chatbots support customers struggling when accessing their digital banking portal. offering tone analysis capabilities through their human-connected chatbot, Reva.

Banking 48

Banking Healthcare Chatbots Call Center 48

Revation Systems

MARCH 12, 2019

Revation would later expand to a virtual contact center system, LinkLive. 2019 and Beyond. The services provided by Revation assists call centers and chatbots support customers struggling when accessing their digital banking portal. offering tone analysis capabilities through their human-connected chatbot, Reva.

Banking 48

Banking Healthcare Chatbots Call Center 48

Aspect

JANUARY 30, 2019

Eine mitarbeiterorientierte Ausgestaltung des Contact Center Arbeitsplatzes wird immer wichtiger. Im Contact Center-Umfeld heißt das, dass diese Arbeitskräfte nicht nach festem Arbeitsvertrag geplant werden, sondern dass Zeitblöcke angeboten werden und man sich seinen Dienstplan selbst zusammenstellen kann.

Gamification 54

Gamification Self service Contact Center Chatbots 54