TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Redefining Contact Center Agents’ Careers. Specialization.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Why agents are embracing the change. Post-call analysis also benefits from AI.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

3CLogic

APRIL 20, 2021

The numbers don’t lie: today’s contact centers are expected to resolve issues fast. It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance.

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. The world has changed in the past year, in many cases for the better, and so must businesses and their service organizations. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics 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 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 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.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Uniphore

AUGUST 12, 2021

Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. View Webinar.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

SmartAction

JANUARY 16, 2020

It’s predicted that 50% of searches will be conducted through voice in 2020 (and 100% will be monitored by the Russian government). If you’ve experienced a bad Virtual Agent recently, chances are, it may have had nothing to do with the underlying technologies and everything to do with how it was designed. Conversational UX.

Virtual Agent 53

Virtual Agent Self service Government Healthcare 53

DMG Consulting

MAY 21, 2020

VISION 2020. DMG’s crystal ball shows an amazing outlook for the world of service and contact centers. Self-service solutions—the preferred way for consumers in the more advanced economies to obtain assistance—will experience a resurgence as AI-related technologies emerge that provide omni-channel concierge-level service.

Transportation 48

Transportation Contact Center Enterprise Self service 48

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

SmartAction

APRIL 1, 2020

SmartAction is responding to the current crisis with a Rapid Response Virtual Agent that intercepts callers with a seamless channel switching experience to answer commonly asked questions and even screen callers to create an escalation path (e.g. How a Rapid Response Virtual Agent Works. For a live demo, visit [link].

Virtual Agent 56

Virtual Agent Contact Center Healthcare Government 56

SmartAction

AUGUST 18, 2020

SmartAction announces the promotion of Gary Davis from President to Chief Executive Officer to accelerate its vision to make life less hard for contact center leaders with conversational AI that’s painless to deploy and frictionless to self-serve. . Media Contact Marlyn Arenas marlyn.arenas@smartaction.com.

Virtual Agent 91

Virtual Agent Entertainment Contact Center Self service 91

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

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 Media Contact Marlyn Arenas marlyn.arenas@smartaction.com Source 1 [link]. .

Virtual Agent 56

Virtual Agent Self service Enterprise SaaS 56

SmartAction

APRIL 9, 2020

SmartAction lends it recently-released Rapid Response Virtual Agent to the toll-free coronavirus hotline launched by NFL QB Jameis Winston and Dr. Scott Kelley to help families get rapid responses to common questions, triage callers, and provide guidance for medical treatment and/or a coronavirus test. About SmartAction.

Virtual Agent 84

Virtual Agent Contact Center Technology Customer Service 84

DMG Consulting

OCTOBER 13, 2020

IVAs Role in Delivering a Great Service Experience. Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. IVA Trends for 2020. Today, companies are trying to put these solutions in production as quickly as they can.

Self service 87

Self service Virtual Agent Consulting Consulting 87

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. According to Gartner, by 2020 customers will manage 85% of their interactions without any human involvement. Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots.

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

VocalCom

JULY 2, 2020

The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers. However, this does not mean that agents will totally disappear from contact centers. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Creative Virtual

OCTOBER 13, 2020

Long wait times have been fuelled by a sharp rise in calls combined with the unpredictability of available agents due to office closures and quarantines. She advocates for letting self-help tools, such as virtual agents and chatbots, share the burden being felt by contact centres. Her conclusion?

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

3CLogic

MAY 26, 2022

Dynamic Solutions: Customers crave multiple options to reach your contact center. Consistency: Customers expect every avenue of contact to provide the same experience. During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

3CLogic

APRIL 6, 2021

When we think of Natural Language Processing being used in call centers, we typically think of chatbots or even a virtual assistant — an automated voice replacing a human one to handle our customer service needs. Improved oversight : The agent isn’t the only one who benefits. The Rise of AI in Customer Service.

Real estate 52

Real estate Contact Center Virtual Agent Enterprise 52

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Virtual Agent 132

Virtual Agent Self service Technical Support Contact Center 132

Creative Virtual

JUNE 2, 2020

Newer channels, such as messaging apps, have entered the mix and preferences are shifting more and more towards digital self-service as a first choice. Yet even with these changes, customers still sometimes want or need to reach out to a human agent in the contact centre.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

SmartAction

OCTOBER 8, 2018

According to Gartner, more than two-thirds of customers prefer to self-serve. On top of that, by 2020, it’s estimated that 85 percent of customer service experiences will be managed without a human. Conversational AI allows your customers to self-serve, while keeping your business current technology-wise.

Call Center 40

Call Center Virtual Agent Chatbots Self service 40

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. 14% of contact center leaders predict growth of more than 10%.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. To ensure you stay ahead of the curve in the year to come, we have compiled a list of what we think will be the top five trends for the contact center in 2020. Live engagement customer service.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

Outsource Consultants

FEBRUARY 21, 2024

“AI will replace human contact center interactions,” according to some CX experts in 2020. Some shoppers seek efficiency and self-service through chatbots, while others crave the understanding and empathy only humans can offer. Ready to create a human-AI symphony in your contact center?

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

REVE Chat Blog

NOVEMBER 6, 2019

Hence realigning the customer service experience has become a top priority for businesses. Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. FAQ pages

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

SharpenCX

AUGUST 1, 2022

In the contact center world, advancements over the last ten years have taken customer service to the next level. Now, through inbound/outbound omnichannel, customers can text, video call, email, interact on social media, and more to receive speedy service. And agents have the same capabilities.

Contact center software 67

Contact center software Contact Center Self service Virtual Agent 67

Fonolo

JANUARY 4, 2022

Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Contact Center Trends 2022. If a company’s customer service is normally excellent, 78% of consumers will do business with them again after a mistake. Source: Deloitte: Contact Center Survey.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. self-service. of companies.

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Contact Center Technology Benchmark Chatbots 64

ProProfs Blog

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. Rise of the Automation & Self-Service. How Personal Touch Empowers Businesses. Forrester.

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Customer Service Self service Chatbots Virtual Agent 135

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. By 2020, the number of connected “things” is expected to rise to 30 billion. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center.

Contact Center 53

Contact Center Analytics Self service Wireless 53