pindrop

JANUARY 8, 2021

Pindrop was named a hot cybersecurity company in 2021 by cybercrime magazine. Helping to optimize contact center workforces, increase capacity for calls, and improve IVR containment rates. Passport Improves Customer Experience and Expands Self-Service Options.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Uniphore

JANUARY 21, 2022

Before looking at technological capabilities, consider these top five evaluation criteria for conversational automation: Call flow management Long call times and complex processes have long plagued healthcare CX journeys, dragging down consumer and employee experiences alike. Source: HealthPayerIntelligence, September 2021.

Healthcare 59

Healthcare Call flow Average Handle Time First call resolution 59

Uniphore

OCTOBER 21, 2021

2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences. Enhanced Self Service with Multimodal Capabilities. PALO ALTO, Calif. ,

Interactive Voice Response 75

Interactive Voice Response Self service Call flow Virtual Agent 75

3CLogic

MAY 26, 2022

During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience. billion in 2021 and is expected to grow 15.3% Then when customers do make the call, they have a more streamlined customer experience. Customers Demand A Seamless Experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Enghouse Interactive

SEPTEMBER 3, 2021

Increases productivity by improving call flows. Increases Operational Agility. Easily engage with appropriately skilled resources wherever they may be.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. AI will become more prevalent in 2021. planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

SEPTEMBER 20, 2021

EnghouseUC Increases overall organizational productivity by improving call flows both within the Call Center and across the rest of the organization, so customer issues can be dealt with as they arise, without delay. Metrigy Research: Q3, 2021: UC, Contact Center Integration Drives Business Value.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67