CCNG

DECEMBER 6, 2020

Next in line, there was a 5-way tie for the following capabilities: Omni Channel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call. Finally, we asked about what people are planning to add in the near future.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

InGenius

JANUARY 31, 2020

Contextualized omni-channel support. Omni-channel support enables businesses to seamlessly connect with their customers and provide consistent service across all channels. Real-time insights & analytics.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

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. Digital Transformation and Omni-Channel Support. Cloud-Based Contact Center Solutions. Final Thoughts.

Omni-channel support 87

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

Joe Rawlinson

MAY 31, 2017

Google Analytics can also help you figure out which buttons your audience is clicking the most, and what customers are searching for. Immediately respond to emails, tweets or phone calls with omni-channel support to provide seamless engagement.

Omni-channel support 98

Omni-channel support Customer retention CRM Sales 98

NobelBiz

MARCH 12, 2024

Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time. Providing Personalized Customer Experiences: Unified CXM leverages data analytics and insights to understand specific customer preferences and behaviors. Enables quick service on the platform of their choice.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Hodusoft

FEBRUARY 29, 2024

A revolutionary call center should employ predictive analytics, monitoring tools, and proactive outreach to identify and resolve potential issues before they impact the customer. Limited Multichannel Support Multichannel, if not omnichannel support, is extremely important in today’s time.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

DMG Consulting

MAY 3, 2019

AI and machine learning are being leveraged in skill/skill-proficiency assignments to support outcome-driven predictive routing strategies. Predictive analytics is being used internally to assist with hiring decisions, to identify and understand the drivers of agent churn, and to recommend intervention.

Omni-channel support 67

Omni-channel support Contact Center Self service Analytics 67