DMG Consulting

JUNE 11, 2019

View this document on the publisher’s website. Artificial intelligence (AI) is a very broad concept and set of technologies, which must be targeted to a specific challenge in order to be effective. The first of the three AI pillars is a grouping of technologies that allow organizations to understand what customers are saying.

Contact Center 67

Contact Center Analytics Virtual Agent contact center solutions 67

8x8

MARCH 12, 2019

Here’s what AI in the contact center could do for your business: Use a Virtual Agent. A combination of 8x8’s existing AI technology and Google’s Contact Center AI gives you the ability to route simple questions to a virtual agent. Use Agent Assist.

Contact Center 54

Contact Center Cloud contact Virtual Agent Wait times 54

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Immersive Technologies.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Immersive Technologies.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. 25% reduction in agent turnover. Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. AI Hype Isn’t All Hype.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

DMG Consulting

FEBRUARY 15, 2018

View this document on the publisher’s website. Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. IVAs Can Remake the Self-Service Landscape. By Donna Fluss. Strategic Direction for IVAs.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

OCTOBER 4, 2017

View this document on the publisher’s website. If a solution or investment also contributes to agent engagement and retention, it’s even better. There are three emerging contact center technologies that can deliver all of these benefits. Intelligent Virtual Agents (IVAs). By Donna Fluss.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

DMG Consulting

MARCH 1, 2019

View this document on the publisher’s website. One of our client’s employees fax documents back and forth even though they’re sitting 30 feet from each other. Customer journey analytics (CJA) can show the way forward, but it’s easier said than done. Customer Service Is Everyone’s Responsibility. By Donna Fluss.

Customer Service 72

Customer Service Average Handle Time Virtual Agent Contact Center 72

Insite Managed Solutions

SEPTEMBER 20, 2018

That’s what we did for one of our clients looking to implement a large self-service initiative: Once you identify your major drivers, with the right technology you can design your knowledge bases to allow virtual agents (chatbots, avatars, etc.) Well documented content can enable virtual agents for self-help.

Self service 40

Self service Virtual Agent Wait times Chatbots 40

Global Response

APRIL 17, 2023

Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more. What sorts of call center technology and infrastructure should you be looking for?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Fonolo

APRIL 6, 2020

Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI. The Best Apps for Virtual Contact Center Teams. It has call recording, analytics settings and a host of other integrations.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. Develop sophisticated performance analytics that evaluates contact center metrics. More Blogs Menu.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

JustCall

JUNE 25, 2021

Sales automation as a technology is projected to grow at a phenomenal rate in the near future, coming second only to Artificial Intelligence. This is done using an array of digital tools, softwares, and technologies. Machine Learning and analytical tools significantly increase the predictive power to identify leads.

Sales 52

Sales Chatbots Virtual Agent Marketing 52

Uniphore

JULY 21, 2021

Intelligent Site and App Search While many sites and apps are dependent on search capabilities, not all search technologies are created equal. Some key capabilities to look into including are semantic analytics and natural language processing.

Best practices 52

Best practices Customer Service Management Contact Center 52

DMG Consulting

APRIL 16, 2019

View this document on the publisher’s website. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. ANALYTICS RECEIVES AN ENCORE. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) By Donna Fluss.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

DECEMBER 7, 2017

View this document on the publisher’s website. The potential is great, but the current generation of technology and applications are far from fully AI-enabled. The benefits for the contact center technology market are going to be tremendous, even though it will take a few more years before AI is ready for prime time.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48

CSM Magazine

JUNE 16, 2023

This revolutionary technology is changing existing standards in the following ways: Superhuman teams These are taking customer support to new heights. Companies that embrace this technology and incorporate it meaningfully into their strategies stand to gain significant advantages.

Customer Service 52

Customer Service Virtual Agent Chatbots Enterprise 52

JustCall

APRIL 5, 2023

Comprehensive Reports and Analytics Sure, Talkdesk promises a world of reports and analytics – most of these being generated in real-time. Even though the dashboard, reports, and analytics are loaded with data-driven insights, it is all broken down into meaningful, digestible units that can be used to initiate action.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

3CLogic

SEPTEMBER 28, 2022

The ServiceNow Healthcare platform gives control to the patients and improves their experience by offering digital self-service options for common requests and virtual agent experiences that further enhance the self-service options available to patients. Improved Patient Care Experiences. Streamlined Operations.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Colin Taylor.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

CSM Magazine

APRIL 7, 2022

Knowledge Management; Covers the creation, organisation and surfacing of documented knowledge at the right time to the right audience and extends Google Dialogflow ES’s intent model. This integration allows organisations to build rich, omni-channel experiences for their customers. ” About Sabio.

Customer Experience 52

Customer Experience Transportation Virtual Agent APIs 52

JustCall

MARCH 10, 2023

The team can also co-edit documents in real time. Reduced Technology Cost This use case is especially beneficial for start-ups and emerging businesses. Paves Way for Rapid Innovation UCaaS solutions can help public organizations adapt to new and innovative technology faster by making them accessible on the cloud.

voip 40

voip Enterprise Government Analytics 40

JustCall

MARCH 23, 2023

Further, JustCall has integrated data analytics tools to provide comprehensive analytics on demand, including call abandonment rate and customer satisfaction scores. This data benefits companies looking to measure their call center agents’ performance.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

JustCall

FEBRUARY 13, 2023

Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. 5 Capterra– 4.4/5 5 TrustRadius– 9.0/10 10 Trustpilot– 4.4/5 5 Capterra– 4.1/5

Interactive Voice Response 52

Interactive Voice Response voip Enterprise APIs 52

JustCall

APRIL 5, 2023

Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. You can also message through WhatsApp.

voip 52

voip Interactive Voice Response APIs Contact Center 52

JustCall

MARCH 29, 2022

Machine learning and analytical tools significantly increase the predictive power to identify leads. Virtual agents can handle everything from ordering to tracking and query management. The agents do not need to be on their toes at all times. Call analytics. Creating personas. Customer journey optimization.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52