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 SmartAction’s 2019 Momentum Highlights. Achieved profitability in Q4 2019.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

Creative Virtual

FEBRUARY 7, 2019

While many organisations understand the benefits of using this technology, only a limited number of forward-thinking companies have done anything about it yet. That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce 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 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 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. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award !

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions have announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. . In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions, with headquarters in Switzerland and offices in London, Madrid and Milan, today announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. .

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

SmartAction

JANUARY 16, 2020

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.” Speech recognition and natural language processing technologies have taken off in capabilities.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

DMG Consulting

JUNE 11, 2019

Unfortunately, as is often the case with a new IT segment, there is a great deal of confusion regarding what RPA is, how it should be used, where it should be applied, and how it differs from other IT segments, such as intelligent virtual agents (IVAs). RPA Defined. Final Thoughts.

Marketing 80

Marketing Virtual Agent Consulting Consulting 80

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. They want to be free of the technology refresh cycle to more quickly adapt and innovate. The next 10 years will see more change to the contact center than the previous 100. It should be.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

DMG Consulting

JANUARY 3, 2020

11/26/2019. It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. The Hybrid Contact Center Workforce of 2030. By Donna Fluss.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Enterprise 96

Fonolo

FEBRUARY 6, 2019

In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. The percentage of calls a chatbot, or virtual agent, is able to handle without turning the caller over to a person is called its ‘containment rate,’ and these rates are steadily soaring.”.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

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. Many organizations feel pressured “top down” to apply AI technology to automate chat interactions entirely.

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

Creative Virtual

JULY 10, 2019

Our Founder & CEO, Chris Ezekiel’s opening keynote – Taking Your CX into the Future with Conversational AI – got the day started with a look at AI-enhanced chatbots, virtual agents and live chat. We had a number of attendees stop by the Creative Virtual table to see more live examples of chatbots and virtual agents.

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. The industry suddenly became saturated with both false promises about the capabilities of the technology and a plethora of new start-ups claiming to have AI-powered customer service bots.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

Creative Virtual

OCTOBER 24, 2019

Creative Virtual will be joining our partner Continuous Technologies at the symposium, which will be held at the Hong Kong Disneyland Resort on 31 October 2019. I’ll also share my top tips for incorporating these technologies into CX strategies for long-term success.

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40

Creative Virtual

MARCH 25, 2019

Tickets for the UK’s biggest customer and user experience event are free and will give you access to several other co-located events, including the Call & Contact Centre Expo and the Marketing Technology Expo.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Interactive Voice Response 40

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. .

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Creative Virtual

JANUARY 7, 2020

I’ve built Creative Virtual based on long term relationships, and we see all of our customers and resellers as partners in our journey to deliver the best possible customer experience tools. During 2019, a number of our customers have published verified reviews of our company and technology on the Gartner Peer Insights* website.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

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. This year we also had the opportunity to share our story in The Parliamentary Review as a Best Practice Representative for the technology sector.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Creative Virtual

JUNE 11, 2019

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. The Founder & CEO of Creative Virtual, Chris Ezekiel , and Executive Director India, Shantanu Purandare , participated as representatives of the company.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Best practices 52

Best practices Customer Service Management Contact Center 52

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

SmartAction

MAY 17, 2019

May 17, 2019, Pasadena, U.S. – SmartAction today announced that it had been chosen as a winner of Red Herring Top 100 North America 2019, which recognizes the continent’s most exciting and innovative private technology companies. 2019’s crop of Top 100 winners has been among our most intriguing yet,” said Vieux.

Virtual Agent 40

Virtual Agent Call Center Self service Marketing 40

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. Stakeholder considerations, new technologies, and shifting demographics are all influential factors to maximize both tangible and intangible benefits in the value chain.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Fonolo

APRIL 4, 2023

Source: New Voice Media 10 Tips for Reducing Customer Complaints The State of Customer Service in Statistics Overall, customer service is looking good these days. Thanks to the rise of AI and other emerging technologies, contact centers can provide personalized experiences and resolve issues quickly. billion in 2019.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Creative Virtual

OCTOBER 8, 2019

I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. By Jeff Clifford, Project/Account Manager. A lot has certainly changed in that time.

Chatbots 40

Chatbots Virtual Agent Customer Service Self service 40

Fonolo

JANUARY 4, 2022

billion in 2019. Nearly that many again have used a virtual agent or chatbot on their smartphone. 30% of consumers say not reaching a real human is the most frustrating part of a bad customer service experience. 77% of consumers report having used a self-service support portal. Source: Forrester. 30% of U.S.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Netomi

SEPTEMBER 20, 2021

AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. Interested in learning more about Zendesk for customer service? Zendesk customers now have access to the Netomi Virtual Agent. What is an AI chatbot? Key features: .

Chatbots 126

Chatbots APIs Surveys Analytics 126

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6 The question of where customer service will go next is as old as the industry itself. Source: Activate.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40