DMG Consulting
AUGUST 16, 2022
IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. But these solutions could support only a limited number of options, as they were presented to customers via nested options. August 4, 2022 By Donna Fluss.
3CLogic
JANUARY 9, 2024
For example, migrating from an on-premise contact center solution to a cloud offering is NOT in itself digitally transformative, unless it is part of a larger strategy that also explores how it will enhance existing processes and customer experiences for the better. As explained by IDC , trust comes with repeated interaction.
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Avaya
JUNE 24, 2019
Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?
3CLogic
OCTOBER 19, 2021
Many agents are operating in a fully remote contact center , and customers are also working from home using their own devices and networks, meaning they’re facing more complicated issues than ever before. million Americans will be working remotely by 2025, an 87% increase from before the pandemic. And this is just one scenario.
Hodusoft
JANUARY 1, 2024
There has been a rise in the demand for self-service options, catering to customer preferences. Contact centers have been instrumental in offering personalized services without the need for customers to visit the branch. This way, it ensures smooth and uninterrupted customer service.
VocalCom
JUNE 24, 2020
Gartner reveals that 91% of organizations are planning to deploy AI within the next three years and that by 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%. Technology is now the glue that is holding the digital economy together.
Playvox
JANUARY 13, 2022
It’s projected that this younger generation will make up approximately 27% of the workforce by 2025. . The right solutions can help organizations successfully adapt to new and existing contact center trends. Gen Z is defined by technology and values.
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