DMG Consulting

JUNE 27, 2022

Making the Case for an Intelligent Virtual Agent. June 27, 2022 By Donna Fluss. Self-service has become the preferred form of customer support for many consumers, so long as it works. These conversational, AI-enabled solutions are essential for the success of contact centers and service organizations of all sizes.

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Virtual Agent Interactive Voice Response Self service Average Handle Time 48

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

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DMG Consulting

MARCH 11, 2022

2022: The Year Dedicated to Improving the Customer Experience. On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. See Figure 1.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

Interactions

JUNE 2, 2022

Summer 2022 is upon us and, as the Washington Post covers, all indications suggest travel will be back to the pre-pandemic era. Without the right Intelligent Virtual Agent (IVA) in place, the summer volume spike could result in long hold times and even more guest frustration. Handling rebooking and changes .

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Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. Unlike legacy technologies that are fully-formed when deployed, AI-based applications are iterative – they get better the more you use them. This use case can take many forms, with self-service automation often coming to mind right away.

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Customer Experience Virtual Agent Contact Center Scripts 78

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Any technology implementation has to align with your overall business goals.

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Contact Center Virtual Agent Interactive Voice Response Chatbots 65

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. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

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Contact Center CRM Entertainment Virtual Agent 79

Creative Virtual

APRIL 21, 2022

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. Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason.

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SmartAction

JANUARY 17, 2023

FORT WORTH, Texas, January, 17, 2023 — In October 2022, SmartAction attended Customer Contact West conference by Frost and Sullivan. The event provides attendees with the opportunity to learn about the latest trends and technologies in the contact center industry, as well as network with other professionals and vendors.

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Virtual Agent Self service Contact Center Feedback 58

Creative Virtual

JULY 21, 2022

This created an increased adoption of, and preference for, digital self-service tools. The key takeaway from my article wasn’t about customer service, however. While conversational AI tends to be associated with delivering easy customer self-service, I encouraged readers not to overlook its value for employee self-service, too.

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Virtual Agent Self service Chatbots Technology 52

Creative Virtual

OCTOBER 6, 2022

Luckily for businesses, new technologies are making it easier for them to offer multilingual customer service on digital channels than it was in 2014. One of these technologies is machine translation which has seen huge improvement in recent years. Another project I’ve been working on recently is for a brand-new virtual agent.

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Virtual Agent Customer Service Engineering Self service 64

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.

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Virtual Agent Self service Chatbots Accountability 52

DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. CCaaS Market Drivers and Inhibitors June 2023 With a 21.3%

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Marketing Contact Center Virtual Agent Enterprise 48

Creative Virtual

OCTOBER 3, 2022

And so, without further ado, here are some of the best customer service posts shared on the Creative Virtual Blog over the past year: Solving Common Conversational AI Project Issues – Conversational AI is widely recognised as an important technology in digital customer service and employee support strategies.

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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.

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Virtual Agent Chatbots Enterprise Education 52

Solvvy

OCTOBER 12, 2022

Here’s everything you need to know about these solutions, including how they work and the technology that allows them to deliver relevant and accurate information, simulate human conversations, and provide value to your operation. 24/7 service: Unlike employees, chatbots are available around the clock every day, all year long.

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Chatbots Customer Support Interactive Voice Response Self service 94

3CLogic

MAY 26, 2022

In January, Forbes dubbed 2022 the year of the customer. Competitors Are Rapidly Adopting Omnichannel Technology. every year from 2022 to 2030. Some contact centers may consider cutting back on expenses to maximize the use of existing technology. The Customer Experience (CX) Management market reached $2.9

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Interactive Voice Response Customer Experience Management Journey mapping 52

Hodusoft

OCTOBER 19, 2023

BPOs offer a comprehensive range of services, including but not limited to customer support and sales. million in 2022 to US$34, 570.73 However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly. from 2023 to 2028.

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Contact Center Interactive Voice Response Contact center software Self service 52

Creative Virtual

JANUARY 26, 2023

By Chris Ezekiel, Founder & CEO Since the official announcement in November 2022, there has been an enormous amount of buzz and excitement about OpenAI’s ChatGPT. As a specialist within the conversational AI space, Creative Virtual is excited about what ChatGPT and the technology behind it bring to our industry.

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Virtual Agent Chatbots APIs Engineering 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.

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Consulting Consulting Contact Center Virtual Agent 48

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).

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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. Drawbacks of conversational AI.

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Customer Experience Chatbots Virtual Agent Sales 83

DMG Consulting

AUGUST 3, 2020

As much of the workforce was forced to relocate to their homes, companies have relied on IA solutions to rapidly identify customer issues so that agents and self-service solutions can be prepared to handle the high volumes of interactions they are receiving. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Analytics Marketing 62

DMG Consulting

MARCH 31, 2019

The Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs. Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM.

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Consulting Consulting Marketing Management 48

OctopusTech

AUGUST 10, 2022

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. But which technology can enhance and support your call center?

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Call Center Technology Journey mapping Interactive Voice Response 62

DMG Consulting

SEPTEMBER 20, 2021

The playbook for the “new normal” will likely follow three major trends: the migration to the cloud, digital transformation, and the adoption of smart technologies (artificial intelligence and automation).

Contact Center 48

Contact Center Real estate Self service Enterprise 48

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.

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Customer Service Contact Center Call Center Chatbots 142

TechSee

NOVEMBER 19, 2019

From its introduction in the 1970s, it has become increasingly common thanks to increased CPU power and advances in speech applications that have made the technology cheaper to deploy. Conversational AI platforms – better known as chatbots – have become the go-to technology for automating and scaling simple customer episodes.

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Interactive Voice Response Self service Abandon Call Virtual Agent 19

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.

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Contact Center Virtual Agent Self service CRM 64

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.

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Consulting Consulting Marketing Management 59

Global Speech Networks

FEBRUARY 2, 2022

This transition to digital engagement is delivered through modern cloud contact centre technology providing innovative opportunities for growth. Flexible, powerful and well-suited to the unique needs of financial services, cloud technology creates better experiences for both agents and customers.

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Cloud contact Technology Chatbots Self service 52

CSM Magazine

NOVEMBER 3, 2022

The study, which was conducted among senior customer experience and technology leaders across several industries, looked to understand the trends, challenges, aspirations and expectations around customer experience. Gartner ’s “2022 CEO Survey — The Year Perspectives Changed” revealed 91.5% SMS and Web Chat Gaining Traction.

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