SmartAction

DECEMBER 8, 2023

Leveraging the AI’s data analytics and machine learning capabilities, the contact center started offering personalized experiences to customers. Alex saw firsthand how personalization contributed to a better customer experience and a significant increase in ROI by contributing a 35% increase in cross-selling and upselling opportunities.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

Pointillist

SEPTEMBER 10, 2020

After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature. The customer care team oversees the call center, IVR, chat and other customer service channels. Their goal is to expand their service.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Global Response

JULY 17, 2023

This can look like automating data collection or analytics, call logging, audience feedback, and other repetitive processes. Creating additional self-service options. Self-service is much more efficient than requiring human agents to manage every interaction.

Call Center 62

Call Center outsourcing Upselling Self service 62

VocalCom

APRIL 9, 2018

Understanding your customers’ behavior is critical to identifying opportunities for upselling and cross-selling. Use text analytics to offer superior service. When AI technology includes a text analytics tool, companies can understand which customer issues need to be addressed most urgently.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Analytics 108

Analytics Interactive Voice Response Average Handle Time Contact Center 108

JustCall

APRIL 5, 2023

Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. However, less than one-third of companies offer self-service options such as a knowledge base. Traditional customer support models will not cut it.

Management 52

Management CRM Analytics Customer retention 52

Hodusoft

MARCH 8, 2019

If they do, they can conduct cold calls or just send SMS with offers to existing customers and upsell or cross sell. Of more interest is skill based mapping tied to IVR in the contact center software. Then there is call recording and analytics as part of the package. Speed of resolution is high. There is no wait time.

Contact center software 40

Contact center software call center software Interactive Voice Response Contact Center 40

Quiq

JUNE 1, 2022

Here are three to keep in mind as you build out your strategy: Delivering value over simply resolving issues: Digital customer service isn’t merely duplicating a call center. Validating purchases, offering product suggestions, and upselling/cross-selling should fall into your digital customer service strategy. What is my login?

Customer Service 77

Customer Service Interactive Voice Response Contact Center Chatbots 77

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Quiq

JUNE 1, 2022

Here are three to keep in mind as you build out your strategy: Delivering value over simply resolving issues: Digital customer service isn’t merely duplicating a call center. Validating purchases, offering product suggestions, and upselling/cross-selling should fall into your digital customer service strategy. What is my login?

Customer Service 52

Customer Service Interactive Voice Response Contact Center Chatbots 52

OctopusTech

SEPTEMBER 9, 2023

Receive data-driven reports Call center providers always provide analytics and reports in detailed form to their clients. In addition to this, they are also trained in upselling techniques. The third-party call center solution provider will set up its operations easily and manage your customer support department.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

EPIC Connections

SEPTEMBER 10, 2018

RFP processes are known to drag on, and vendors are known to influence and upsell buyers, losing clients in a maze of features and functions that can result in multi-million-dollar solutions when a simple ACD (Automatic Call Distribution) function would have done the job. Service Level Objectives. Inbound call services.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

Fonolo

FEBRUARY 2, 2023

Customer self-service Self-service is one of the hottest topics in the contact center right now, and for good reason. Self-service can be as simple as offering an FAQ or knowledge base, or as advanced as an AI chat bot on your website or mobile app.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Hodusoft

DECEMBER 16, 2022

Predictive and analytical AI implementation helps to generate immediate responses based on collected data over time. AI can also be integrated into IVR systems to enhance functionality and deliver a better customer experience. It improves the efficiency of customer self-service platforms by delivering transparency.

Call Center 52

Call Center Technology call center software virtual call center 52

Babelforce

NOVEMBER 30, 2022

Do you know your DTMF IVRs from your ACDs? Usefully calculating and interpreting ATA depends on whether or the contact center uses an IVR system – this is complicated by the fact that customer can either hang up from frustration, or because the IVR answered their query. This does not include time spent navigating an IVR system.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Hodusoft

AUGUST 9, 2021

Enable self-service. One of the time-saving and user-friendly tactics that customer contact centers can enable is self-service. Using IVR or pre-recorded messages most of the tasks can be automated saving precious time for customer service agents and customers. Reporting and analytics. WebRTC connect.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

JustCall

OCTOBER 25, 2023

It also presents opportunities to know your customers better and even expand revenue through upselling and cross-selling. For instance, an inquiry made by a price-sensitive prospect would be handled differently than that of someone showing potential for upselling your product/service. to help you address their inquiries better.

Chatbots 52

Chatbots Upselling CRM Self service 52

JustCall

MARCH 7, 2023

Email Email is a low-cost and convenient medium for companies to send newsletters, welcome messages, follow-up interactions, receipts, and announcing new products or offers. To ensure efficient service, you must look towards AI-based assistance and automation. What channels should I include in my contact center?

Multichannel 52

Multichannel Contact Center Interactive Voice Response contact center solutions 52

NobelBiz

MAY 10, 2022

Another solution is to Install an effective IVR Interactive Voice Response system on your phone line. You may use the IVR to qualify a call before the caller picks up the phone. The IVR can manage a high number of concurrent calls, reducing the number of persons waiting in line.

Call Center 52

Call Center Interactive Voice Response Contact Center contact center solutions 52

TechSee

MARCH 7, 2019

Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Current approaches to automation in contact centers are mainly focused on structured data, text and voice. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Enghouse Interactive

MAY 14, 2021

The report identifies four broad areas in which AI is currently being used to drive improvements in customer contact : Self-service : For example, using AI to understand what customers are aiming to do online and suggesting information or next actions, as well as providing 24/7 self-service and information, such as through chatbots.

Self service 40

Self service Analytics Chatbots Metrics 40

Noble Systems

OCTOBER 17, 2019

Not only does this improve productivity and reduce operating costs, but it leads to better retention, and the ability to cross-sell and upsell. It also results in more recommendations for your products and services, which increases revenue. Self service options such as chatbots and virtual assistants provide this option.

Self service 57

Self service Gamification Contact Center Interactive Voice Response 57

Tethr

JUNE 22, 2020

From every touchpoint in your digital or product experience (like signing up for a product or service on your website and using it) to every one of your customer communications and self-service channels (like engaging with one of your emails, downloading a whitepaper or watching a video on one of your social media channels).

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

Enghouse Interactive

SEPTEMBER 3, 2021

Their overall revenue growth was attributed to increased customer engagement, higher levels of satisfaction, and more extensive conversations with appropriate subject matter experts (SME’s) resulting in more upsell and cross-sell opportunities.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66