Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. As little as a 5% lift in customer retention can produce 25% more profits. Source: Microsoft.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Two of the things we are proudest of at Creative Virtual are our experienced, dedicated team and the unique expertise we provide to our customers and partners. You can find the whole 2022 collection here.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. When: Today, 1 June 2022. MEDIA ALERT. Background: .

Self service 48

Self service Consulting Consulting Enterprise 48

CSM Magazine

DECEMBER 14, 2021

With that in mind, below are some of the ways you can expect artificial intelligence to shape customer service in 2022 and beyond. It is vital to remember that chatbots and virtual agents are better suited for lower-level questions and requests at this point in the game. Faster Response Times. Much More Proactive Service.

Customer Service 52

Customer Service Virtual Agent Chatbots Education 52

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. Gartner ’s “2022 CEO Survey — The Year Perspectives Changed” revealed 91.5% of leading businesses invest in AI on an ongoing basis.

Customer Experience 52

Customer Experience Telecommunications Virtual Agent Contact Center 52

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. DMG expects RPA revenue in the contact center and customer service sector to increase by 90% in 2021, 85% in 2022, 2023 and 2024, and 80% in 2025.

Consulting 59

Consulting Consulting Marketing Contact Center 59

OctopusTech

AUGUST 10, 2022

Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. Call centers these days use the latest technologies to deliver world-class customer service and to set themselves apart from their competitors.

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . in 2022, and 10% in the next three years, 2023 – 2025. Benefits, insights and agility for companies transitioning to the “new world of work”. Background : .

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. When: Today, 9 March 2022. MEDIA ALERT.

Consulting 48

Consulting Consulting Enterprise Management 48

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. What: Releases 2021 – 2022 Workforce Management Product and Market Report. CBCCI vendors are developing their own WFM capabilities to meet customers’ demands for a single administration environment for all of their core functionality.

Consulting 59

Consulting Consulting Marketing Management 59

SmartAction

NOVEMBER 1, 2023

While you probably have an SOP, conversational AI has unique features that require careful planning to create the optimal conversational design for your customer inquiries. What Conversational AI Offers Sales in 2022 increased by 67% when using conversational AI. Our virtual agents can solve 80% to 90% of customer problems.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. MEDIA ALERT. Strengthening demand drives surge of activity, including mergers and acquisitions. Background: .

Consulting 48

Consulting Consulting Contact Center Marketing 48

3CLogic

MAY 26, 2022

In January, Forbes dubbed 2022 the year of the customer. Now, organizations that were working with outdated systems at the beginning of the pandemic have been forced to reactively adapt to shifting customer expectations. What Is Customer Experience Management (CXM)? Why Customer Experience Management Is Important.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

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. Or is the opposite true?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

SmartAction

JANUARY 17, 2023

FORT WORTH, Texas, January, 17, 2023 — SmartAction, a leading provider of intelligent virtual agent (IVA) solutions, today announced that Kyle Johnson has been appointed Chief Executive Officer effective November 2022. Kyle has built high-performing go-to-market and commercial teams at several companies. About SmartAction.

Virtual Agent 58

Virtual Agent Contact Center Technology Marketing 58

SmartAction

JANUARY 17, 2023

FORT WORTH, Texas, January, 17, 2023 — In October 2022, SmartAction attended Customer Contact West conference by Frost and Sullivan. Self-service is on the rise and more and more customers are looking to solve their own issues without human intervention. Overall, the feedback was positive. About SmartAction.

Virtual Agent 56

Virtual Agent Self service Contact Center Feedback 56

CSM Magazine

JANUARY 22, 2024

The SaaS customer service market is growing rapidly, as more businesses realize the benefits of using cloud-based platforms to improve their customer service. According to a report by Grand View Research , the global SaaS customer service market size was valued at USD 261.15 from 2023 to 2030. Company Website: siena.cx

SaaS 52

SaaS Customer Service Chatbots Virtual Agent 52

Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

JustCall

DECEMBER 23, 2022

You can also leverage its cloud contact center solution for its mobility, positive customer experience, collaboration, and flexibility. Virtual Numbers: You can leverage local and toll-free virtual numbers. NextOS Analytics: You can gain invaluable insights into employee activity, customer experience, etc.,

voip 52

voip APIs CRM Enterprise 52

Netomi

MARCH 27, 2022

This includes in-store and online shopping experiences, customer care interactions and learning to use a product itself. That’s why customer experience and support professionals hyper-focus on customer satisfaction score (CSAT). Customer Think: [link] . CSAT Score Benchmarks for 2020 .

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Creative Virtual

JULY 21, 2022

This technology is achieving impressive benefits for both customer-facing and internal use cases. One reason is the important fact that your customer experience starts with your employee experience. In turn, that means better products, services, and support for your customers.

Virtual Agent 52

Virtual Agent Self service Chatbots Technology 52

DMG Consulting

AUGUST 16, 2022

August 4, 2022 By Donna Fluss. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. They hold self-service solutions to the same high standards as live agents, expecting accurate, fast, and knowledgeable service, when they want it, in their channel of choice.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

Creative Virtual

JUNE 30, 2022

Their three top drivers for digital transformation are promoting agility and innovation, improving operational efficiency, and improving the customer experience. In their 2022 CIO survey, Gartner found that there is a broad demand for digital transformation across industries as well.

Virtual Agent 52

Virtual Agent Chatbots Technology Surveys 52

TechSee

MARCH 7, 2022

Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. Customer Self Service Examples.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Creative Virtual

JANUARY 13, 2022

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. Many companies have found their virtual agent solutions to be a lifesaver for both their customers and their business over that time.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 52

ConvergeOne

SEPTEMBER 20, 2022

Consider the following: A Salesforce Survey in 2021 found that “7 out of ten of consumers say their brand loyalty is influenced by their ability to get customer service at any time.”. An Arena CX Survey in 2022 found that “56% of consumers said they would pay more for a product if it guaranteed excellent customer service.”

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Surveys 82

Netomi

MARCH 23, 2022

In February 2022, XPO Logistics reported its highest quarterly revenues ever 7. The evolving 3PL competitive landscape and the increasing role of customer experience . And while getting costs down is crucial, customer experience is now becoming an important competitive differentiator. . trillion by 2026 4.

outsourcing 52

outsourcing Virtual Agent Transportation Airlines 52

NobelBiz

JANUARY 10, 2021

It is an artificial intelligence tool that can be described as a virtual agent. Indeed, it can interact with customers via instant messaging, and exchanges are based on predetermined scripts and scenarios. As a result, a Chatbot is presented as a real solution for improving customer experience in a call center.

Chatbots 52

Chatbots Call Center Virtual Agent Scripts 52

Creative Virtual

DECEMBER 7, 2021

They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Creative Virtual

MARCH 2, 2022

At the time, the conversational AI industry had been saturated with both false promises about the capabilities of the technology and a plethora of new start-ups with misleading claims about having AI-powered customer service bots. Fast forward to 2022, and much has changed in the world of conversational AI.

Chatbots 52

Chatbots Virtual Agent Technology Customer Service 52

Hodusoft

JANUARY 5, 2022

Call volumes increased dramatically, staffing levels dipped, and agents had to deal with a sudden and prolonged adjustment to work from home. Organizations of all sizes need to act with unprecedented speed to serve their customers and treat their employees with compassion. Automation Services. SIP Trunk Technology.

call center software 52

call center software Call Center Virtual Agent Abandon rate 52

Creative Virtual

OCTOBER 3, 2022

The Generic ‘Chat Now’: Virtual Agent or Live Chat? Customers are more comfortable with and increasingly seeking out digital self-service options. Conversational AI and the Employee Experience – Your customer experience starts with your employee experience.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

Hodusoft

JANUARY 5, 2022

Call volumes increased dramatically, staffing levels dipped, and agents had to deal with a sudden and prolonged adjustment to work from home. Organizations of all sizes need to act with unprecedented speed to serve their customers and treat their employees with compassion. Automation Services. SIP Trunk Technology.

call center software 52

call center software Call Center Virtual Agent Abandon rate 52

SmartAction

MARCH 15, 2022

FORT WORTH, Texas, March 1, 2022 — SmartAction, a leading provider of AI-powered virtual agents for customer service, announces the launch of Otto, its service scheduling solution for auto dealerships. SmartAction is on a mission to improve the customer experience, one contact center at a time.

Automotive 40

Automotive Virtual Agent Transportation Scripts 40

DMG Consulting

NOVEMBER 1, 2022

These solutions make agents more productive by empowering them with the information and knowledge they need to do their jobs confidently and comfortably, which reduces the handling time of voice and digital interactions and elevates the customer and employee experience. Enhancing the Customer Experience .

Management 48

Management Self service Enterprise Virtual Agent 48

DMG Consulting

FEBRUARY 14, 2022

When: Today, 9 February 2022. This one-of-a-kind report analyzes and explains how artificial intelligence (AI) can be applied to transform the customer experience (CX), drive a new era in servicing, and significantly improve the performance of contact centers. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48