Creative Virtual

APRIL 21, 2022

By Mandy Reed, Global Head of Marketing. 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. completely replace human contact center agents.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

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? However, AI can only take you that far.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

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. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. DMG expects the market to grow at a minimum of 22.5%

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

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

JustCall

AUGUST 10, 2022

Top 8 Avoxi Alternatives & Competitors in 2022. Intelligent routing – Calls can be routed based on caller data, IVR selections, agent skills, calling hours, and so on. AI agent – An NLP-enabled virtual agent can be deployed to support customers. Looking for a robust Avoxi alternative ? Image Source.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Creative Virtual

JANUARY 13, 2022

By Mandy Reed, Global Head of Marketing. For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. And some consumers will always prefer to talk to a human even when self-service options are available.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 52

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

Creative Virtual

OCTOBER 3, 2022

By Mandy Reed, Global Head of Marketing. Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

Creative Virtual

DECEMBER 7, 2021

By Mandy Reed, Global Head of Marketing. Welcome to Creative Virtual’s annual year in review blog post for 2021! Published in March, the report compared 19 vendors based on the depth of their service offerings and market presence.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Netomi

MARCH 27, 2022

One of our clients, the Canadian airline WestJet , has seen an increase of 24% with its virtual agent Juliet resolving issues immediately on Facebook Messenger. Companies are putting more focus on the customer experience as a part of the usual market research. Logically, bringing speed to support will increase CSAT. Interested?

Airlines 93

Airlines Benchmark Surveys Customer Support 93

3CLogic

MAY 26, 2022

In January, Forbes dubbed 2022 the year of the customer. When Adobe asked Susie Emmerling, VP of Marketing Operations at ServiceNow , about the change, she acknowledged that “today's work is driven by a digital-first mindset,” which has added to the “urgency for a compelling experience at each step in a customer's journey.”.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

DMG Consulting

FEBRUARY 14, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. When: Today, 9 February 2022. The inclusion of AI technology in contact center and CX solutions is driving the most rapid pace of innovation, improvement and change ever experienced in the service sector.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

Solvvy

OCTOBER 12, 2022

24/7 service: Unlike employees, chatbots are available around the clock every day, all year long. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . Moreover, a study by SOTI found that 73% of customers prefer self-service. .

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

Hodusoft

OCTOBER 19, 2023

BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 To achieve this, companies must implement self-service options for customers.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Fonolo

JANUARY 4, 2022

Here’s a comprehensive list of the most important customer service statistics you need to know in 2022. These stats cover everything from interaction channel preferences, customer expectations, and attitudes towards the current state of customer service to guide your strategy moving forward. Contact Center Trends 2022.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

Netomi

APRIL 7, 2022

Today, providing strong customer service is key – according to Zendesk’s CX Trends 2022 report, 72% of business leaders say that their organization views customer service as a critical business priority. Issues that are sensitive, critical or high-risk are routed to human support agents. Freshdesk’s key features.

CRM 52

CRM Brand ambassadors Analytics Chatbots 52

TechSee

NOVEMBER 19, 2019

The main purpose of the traditional IVR system is to act as a self-service option that enables customers to help themselves to quick solutions, while increasing the containment rate by avoiding transfers to live agents, thereby freeing them up to handle more strategic or complex enquiries. Press 2 to speak to a representative.

Interactive Voice Response 19

Interactive Voice Response Self service Abandon Call Virtual Agent 19

DMG Consulting

NOVEMBER 1, 2022

Delivering Great Self-Service. Customers prefer helping themselves rather than interacting with live agents, when the self-service solution is effective. Today, customers believe they have a “right” to self-serve, and a well-curated and maintained knowledge base is key to success. Market Outlook .

Management 48

Management Self service Enterprise Virtual Agent 48