Xaqt

FEBRUARY 6, 2020

Back then, Artificial Intelligence, APIs, Robotic Process Automation (RPA), and even "Big Data" weren't things yet. The topics de jour were web services, service orientated architectures (SOA), Computer Telephony Integration (CTI), SIP was coming of age, and analytics for the sake of analytics.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Fonolo

NOVEMBER 17, 2020

While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Big Data is Getting Bigger. Social Media ? a Not-So-Secret Weapon.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

OCTOBER 4, 2017

In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. When properly implemented, RPA solutions should pay for themselves in less than six months, and IVA and voice biometrics in less than 12 months.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

DMG Consulting

JULY 16, 2019

Question: What’s the difference between customer journey mapping and customer journey analytics? Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

AWS Machine Learning

JULY 29, 2022

In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR). An IVR uses a set of automated menu options to help reduce agent call volumes by addressing common frequently asked requests without involving a live agent.

Contact Center 95

Contact Center Interactive Voice Response Self service Accountability 95

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Application leaders responsible for contact centers must match investment planning with operational and business goals”. In the recent times, the call center solutions hosted on cloud such as, virtual call centers, IVRs, cloud hosted dialers have changed the scenario , substantially.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

DMG Consulting

APRIL 10, 2017

Reality Check: Will Customer Journey Analytics Be the Next CRM? When it comes to enterprise servicing strategies, a new contender seems poised to challenge an old but dependable stalwart. The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. By Donna Fluss.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

JustCall

AUGUST 23, 2022

Businesses are rapidly adopting big data, and artificial intelligence, particularly in response to the pandemic’s pressures. They are adaptable, which helps them fulfill the needs of a large enterprise even if the employees work from home. What about communication though? Step 3: Start making and receiving calls.

Caller satisfaction 52

Caller satisfaction Entertainment Call flow CRM 52

CSM Magazine

DECEMBER 1, 2020

Remove barriers between man and machine – AI technology has broken down traditional barriers by combining the best of technology and live agents to increase efficiencies while using real customer interactions to elicit emotionally intelligent, human responses. For more ideas and information, visit www.ebi.ai. About the Author.

Automotive 69

Automotive Transportation Big data Interactive Voice Response 69

Avaya

DECEMBER 4, 2017

In the last couple of years, the Social Security Administration handled its 500 millionth call through its cutting-edge IP telephony network (a carrier-grade, enterprise solution that includes Network Skills Based Routing to Dynamic Virtual Forward). Big data analytics. Call volumes have hit unprecedented milestones.

Contact Center 69

Contact Center contact center solutions Interactive Voice Response Big data 69

Calabrio

JANUARY 6, 2016

As more agents are working remotely, in different countries, different time zones and in different languages, the contact center’s systems—for workflow, CRM, analytics—will have to be more tightly integrated. It will be more important than ever to have systems in place to handle all that data, organize it and mine it. Look at 2016.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Dialer 360

FEBRUARY 11, 2019

Leveraging Speech Analytics. Predictive speech analytics will improve enable the call center to analyze. This is driving new direction for old parts of an enterprise. The massive IVRs are beginning to use. Several contact center and IT departments don’t have the info data or budget resources.

Contact Center 21

Contact Center Call Center Complaint resolution Big data 21