Expivia

APRIL 1, 2021

Crystal Ball – The Call Center of 2025. This will become more widespread because we are looking at less voice, more advanced chat, and even video customer support coming into play. You are going to see more customers using chat and instantly upgrading to phone support with the same agent for further assistance.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

Lumoa

JUNE 23, 2021

Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

TechSee

FEBRUARY 1, 2021

According to Gartner, the number of CSPs investing in artificial intelligence (AI) technologies for improving their infrastructure planning, operation, and products will rise from 30% in 2020 to 70% in 2025. AT&T is using machine learning to enhance their end-to-end incident management process by detecting network issues in real-time.

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

SharpenCX

AUGUST 21, 2023

Sixty-six percent of customers expect companies to understand their unique needs and expectations, yet the same percentage say they’re generally treated like numbers. But it’s hard to know where to put it into practice without disrupting the delicate balance of the customer/agent relationship.

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

Dialer 360

DECEMBER 5, 2022

Businesses are now able to use data analytics to understand their customers better and offer them more personalized service. Technology is making it easier for businesses to manage customer complaints and feedback. With the help of AI, businesses can now respond to customer queries and complaints faster and more effectively.

Call Center 26

Call Center Interactive Voice Response Self service Chatbots 26

JustCall

FEBRUARY 6, 2023

Did you know the market size of cloud phones is expected to grow at a 12% CAGR between 2020 and 2025? Since the phone calls are managed in the cloud, your resources are freed up from expensive hardware or telecommunication equipment. Customers can enter their responses by speaking or using a touch-tone keypad.

voip 52

voip Interactive Voice Response CRM Contact Center 52

Comm100

NOVEMBER 15, 2022

The greatest telephone customer service pain points are getting passed from one representative to another (34%) and having to wait too long to reach a representative (26%). Today’s consumers expect support to be fast and won’t accept long wait times and drawn-out IVR messages. Efficiencies that translate into cost-savings.

contact center solutions 52

contact center solutions Chatbots Contact Center Wait times 52