CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Our technology offers tremendous business value.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Interactive Voice Response 52

Amplifai Coaching Category

JUNE 7, 2023

Uncover the benefits and challenges of using real-time agent assist tools in contact centers. Learn how to leverage AI while still maintaining the essential human touch your customers need.

Contact Center 64

Contact Center 64

Uniphore

AUGUST 6, 2021

Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly. OUR APPROACH. Your UX Is Not the Problem.

Education 52

Education Interactive Voice Response Self service Contact Center 52

Interactions

JULY 9, 2020

More and more businesses are turning to Conversational AI applications, such as virtual assistants, that automate tasks while also bringing benefits like improved customer satisfaction, decreased costs, and increased revenue. . And businesses are experiencing another benefit of using Conversational AI solutions: improved agent experience.

Education 71

Education Upselling Best practices Contact Center 71

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Agent Engagement Matters. Current agent coaching is leading to customer—and agent—turnover. Learn More.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

JustCall

MAY 5, 2022

Ideally, your sales and customer support reps need real-time assistance. Already embraced by many contact centers, conversation intelligence comes with the AI Agent Assist feature that leverages artificial intelligence to help reps in real-time. What is AI Agent Assist? How does AI Agent Assist work?

Sales 52

Sales First call resolution Average Handle Time CRM 52

CSM Magazine

SEPTEMBER 9, 2020

PCI Pal ® , the global provider of cloud-based secure payment solutions, has announced the addition of Speech Recognition capability for both its Agent Assist and IVR Payment solutions. To ensure security when sensitive data is spoken on a live call, PCI Pal prevents the caller’s voice from reaching an agent. About PCI Pal.

Interactive Voice Response 90

Interactive Voice Response Feedback Management Customer Service 90

Contact Center Pipeline

OCTOBER 23, 2019

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for many centers. Yet contact centers face labor markets that are not conducive to hiring and retaining great agents.

Contact Center 113

Contact Center Surveys Marketing Technology 113

Global Response

NOVEMBER 12, 2021

The post How Agent Assist Strengthens The 4 Pillars of Great Customer Service appeared first on Global Response. Those in the customer service industry understand that in order to provide excellent customer care, there are certain standards that must be upheld, a set of instructions to follow that helps guide more.

Customer Service 48

Customer Service Customer Care 48

Global Response

NOVEMBER 10, 2021

The post How Agent Assist Strengthens the Four Pillars of Great Customer Service appeared first on Global Response. Those in the customer service industry understand that in order to provide excellent customer care, there are certain standards that must be upheld, a set of instructions to follow that helps guide more.

Customer Service 48

Customer Service Customer Care 48

CCNG

FEBRUARY 21, 2024

From a customer’s point of view, chatting with an LLM is identical to chatting with a support agent. Of course, the LLM has far more functionality than a typical support agent. This enables virtual assistants (VAs) to understand customer queries better and provided more helpful responses.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Contact Center Pipeline

JULY 1, 2021

Below, NICE CXone’s Chris Bauserman discusses how AI-powered virtual assistants provide a more natural, personalized and frictionless experience for end customers. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. He […].

Contact Center 147

Contact Center Technology Personalization Virtual Agent 147

CCNG

MARCH 6, 2024

This is the foundation for AI agents, conversational AI, AI-assisted IVR, and a lot of the customer-facing AI you hear about. Generative AI improves customer interactions by powering conversational agents, chatbots, and AI-assisted tools, and anticipating customer needs. These two types of AI go hand in hand.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

TechSee

APRIL 9, 2024

This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

Zappix

JUNE 1, 2021

Zappix, the leading AI-Powered Mobile On-Demand Customer Service and Visual IVR solutions provider, announced it has launched an Agent Assist solution aimed at reducing Average Handle Time and improving the time to successful.

Average Handle Time 40

Average Handle Time Contact Center Interactive Voice Response Customer Service 40

CSM Magazine

NOVEMBER 19, 2020

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies. Omni-channel solutions include: Agent Assisted Payments.

Interactive Voice Response 59

Interactive Voice Response Education Sales Customer Service 59

Global Response

JANUARY 4, 2019

Some call center representatives are getting an intelligent assist at Global Response as they email and chat with customers. The post Artificial intelligence assisting call center agents with email, chat appeared first on Global Response.

Call Center 48

Call Center Technology 48

Knowmax

JANUARY 9, 2021

How AI virtual assistant can be your support agent?

Chatbots 52

Chatbots 52

NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Usage of Agent-assisted, Self-service Channels. Consumers across all regions use agent-assisted channels twice as often as self-service.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Talkdesk

JUNE 17, 2019

I rushed to grab my bag, hopped in my car and immediately asked my virtual assistant to give me the best route. The most amazing thing was… I actually never asked for this information; it was purely proactive based on my previous behaviors and real-time information the assistant gathered from other platforms. Amazing, right?

Customer Experience 46

Customer Experience Contact Center Technology Personalization 46

ShepHyken

OCTOBER 9, 2023

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. Combining AI and human agents can create a seamless and effective customer experience. He is a seasoned marketing executive with 20 years of experience.

Customer Support 212

Customer Support Enterprise Technology Contact Center 212

CCNG

JUNE 7, 2023

A recent search about how Chat GPT can and will assist in customer service, contact center and customer experience shows many ways ChatGPT can be a potentially valuable tool including: Answering Frequently Asked Questions (FAQs) : Chat GPT can handle repetitive and commonly asked questions by providing instant and accurate responses.

Contact Center 195

Contact Center CCNG APIs Scripts 195

ShepHyken

JANUARY 4, 2022

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. In this episode, Genefa Murphy talks about the Five9’s Intelligent Virtual Agent and how AI can be used to improve communication across all channels. What is an Intelligent Virtual Assistant?

Virtual Agent 318

Virtual Agent Interactive Voice Response Contact Center Consulting 318

CCNG

DECEMBER 20, 2023

We don't believe that R2D2 will replace the human agent anytime soon. Studies have shown that the average consumer would rather interact with a live agent than a chatbot. Attended RPA resides on the agent's desktop and is triggered by specific events, actions, or commands within a particular workflow.

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

NOVEMBER 8, 2023

The message is clear - most customer service interactions could be automated and therefore fewer human agents are needed. The human agents also get to handle more complex (and interesting) problems. A contact center agent needs to write up notes and categorize calls after talking to a customer - get the AI to do that.

Customer Service 195

Customer Service Coaching Chatbots Contact Center 195

Tethr

APRIL 17, 2023

Learn the difference between real-time and after-call analytics

Analytics 62

Analytics 62

Zappix

AUGUST 17, 2023

In today's highly competitive business landscape, delivering exceptional customer support is key to ensuring customer satisfaction and loyalty.

Customer Support 40

Customer Support 40

ShepHyken

JULY 31, 2023

By analyzing their data and journey, businesses can provide tailored assistance “in the moment” This not only solves customers’ problems efficiently but also strengthens the relationship. Use AI to provide contextual information to the agent as the conversation is happening. What is wallet share?

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

TechSee

FEBRUARY 19, 2024

LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. This could be by automating common tasks performed by agents, or by augmenting agent knowledge and training with virtual agent assistants.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

TechSee

JANUARY 24, 2023

While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT. Visual assistance is a valuable collaboration strategy, but we also want to ensure it is practically effective.

Average Handle Time 109

Average Handle Time First call resolution Call Center Technology 109