DMG Consulting

FEBRUARY 5, 2020

Systems in which they plan to invest are: intelligent virtual assistants (IVAs), bots, robotic process automation (RPA), analytics-enabled quality management (AQM), self-service, WFM and more. This is interesting given the mega trend to improve the customer experience. Digital Transformation and Omni-Channel Support.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

ShepHyken

JULY 8, 2022

Watson claims that IBM customer service AI robots answer customer questions with 95% accuracy. Of course, many companies use bots to automate customer support. . Smart IVR allows you to serve customers directly without going through an agent for support calls. That’s great. Absolutely not.

Omni-channel support 169

Omni-channel support Customer Service Multichannel Banking 169

InGenius

JANUARY 31, 2020

Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Contextualized omni-channel support. Real-time insights & analytics.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62