SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Cincom

MAY 8, 2024

Integration with Existing Systems: APIs facilitate data sharing between CPQ and other core platforms like CRM, ERP, accounting, e-commerce, and more. Cincom’s CPQ solution can help improve sales operations, productivity, revenue opportunities, and customer experiences.

Enterprise 52

Enterprise Sales CRM Upselling 52

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Makes a Good Omnichannel Customer Experience?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Expivia

AUGUST 18, 2021

With well-connected and synced communication channels, omnichannel contact centers have the potential to reach more customers, increase first-call resolutions, and provide a seamless customer experience. Does your organization dictate how your customers should interact with your company? . That’s a backward approach.

Contact Center 98

Contact Center Multichannel Best practices Interactive Voice Response 98

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Makes a Good Omnichannel Customer Experience?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

pindrop

JULY 6, 2021

We’ve organized a collection of tools, assets, and other resources to aid contact center leaders in their race to optimize operational costs, improve customer experience, and improve security measures, as organizations restructure and prepare for the road ahead. See How Your Customer Experience Stacks Up Against Theirs.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

Eptica

AUGUST 1, 2018

This blog post, part of our series on optimizing CX with Eptica, therefore focuses on how our customer experience platform makes it easier for agents to operate effectively and happily. Here are five ways that Eptica improves the agent experience, with all the benefits that this delivers to your business and your customers: 1.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

SmartAction

JUNE 9, 2023

Most organizations use them to improve customer experience and reduce human resource costs. Contact Center Automation : In contact centers, conversational AI can be utilized through a variety of channels to automate routine interactions and assist customer service representatives, with the most robust being voice or IVR systems.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

NICE inContact

JANUARY 24, 2018

There was a growing recognition that customers are taking a series of steps to make their purchases or handle their customer support needs and that agents needed to be provided with as much context as possible about each of the actions taken to optimize the customer experience.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group. and most recently (at presstime) GPT-4. But ChatGPT can do much more than just reply.

Contact Center 67

Contact Center B2C Chatbots B2B 67

NICE inContact

MARCH 27, 2018

While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. Exceptional Customer Experience Still Relies on Agent Assistance. Today, AI in the self-service space (e.g.,

Contact Center 54

Contact Center Benchmark Self service APIs 54

NICE inContact

SEPTEMBER 25, 2019

While there might be various possible use cases for AI in contact centers the most popular ones are around agent-facing bots that help in automating mundane agent activities and the customer facing AI chatbots and conversational AI bots that help drive self-service. Pilot before you scale.

Contact Center 54

Contact Center APIs Chatbots Self service 54

NICE inContact

NOVEMBER 6, 2019

Customers throughout the U.S. Intelligent IVR routing from TruGreen’s 4,500 inbound phone numbers—and using NICE inContact APIs to pull in its own data—enables the company to provide personalized, localized customer service. In fact, the company has exceeded $10 million in self-service payments alone.

APIs 54

APIs Contact Center Self service Cloud contact 54

aircall

MAY 12, 2021

How the Pandemic Has Impacted the Customer Experience. For consumers, the pandemic forced them to shift their priorities toward what they need, what motivates them to spend money, and how they purchase goods and services. Brand loyalty hinges on which companies can provide a better customer experience.

Best practices 62

Best practices Entertainment Technology APIs 62

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Makes a Good Omnichannel Customer Experience?

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

CustomerSuccessBox

FEBRUARY 28, 2022

What’s unique about their proposition is, “How much customers consume and they only pay for it”. Best practices: Consumption vs subscription. Best Practices: It has its NRR retained at $2B ARR. Best Practices: 1000 customers of all pay $100k +. Best Practices. With low CAC.

SaaS 52

SaaS Best practices Enterprise Customer retention 52

Kayako

MARCH 21, 2018

These videos covered core and advance product features, internal procedures, and customer service best practices that one could watch and learn at their own pace. APIs and Twig documentation), since these are necessary for the Support team to solve customer issues. 2: Have the whole team contribute.

Customer Service 56

Customer Service APIs Best practices Feedback 56

AWS Machine Learning

NOVEMBER 16, 2023

One of the key drivers of Philips’ innovation strategy is artificial intelligence (AI), which enables the creation of smart and personalized products and services that can improve health outcomes, enhance customer experience, and optimize operational efficiency.

Healthcare 85

Healthcare Government Engineering APIs 85

Babelforce

MARCH 12, 2020

And some contact centers have to do all that without much support from the rest of the business… But here are some call center best practices that should make your job easier. #1 Best practice’ should mean best for you and best for customers. 1 Put data into call routing. What’s the benefit?

Best practices 52

Best practices Call Center Interactive Voice Response Surveys 52

Enghouse Interactive

JULY 19, 2019

Resource Allocations: IT teams can be more effectively deployed to areas that contribute to building the business, their focus shifted to enhancing the customer experience and improving service levels versus running the contact center infrastructure. 3 – Challenges that arise when moving to Cloud?

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

AWS Machine Learning

NOVEMBER 22, 2023

Francessca Vasquez, Vice President of Professional Services | ARC217-INT | From hype to impact: Building a generative AI architecture Wednesday November 29 | 11:30 AM – 12:30 PM (PST) | Venetian | Level 5 | Palazzo Ballroom B Generative AI represents a paradigm shift for how companies operate today. Reserve your seat now!

Engineering 106

Engineering Best practices APIs Government 106

UJET

SEPTEMBER 15, 2020

With more data and systems available than ever before, improving the customer experience shouldn’t be a guessing game. The most effective customer service organizations are extremely data-driven, analyzing every aspect of its interactions and outcomes holistically, right down to the individual agent and customer level.

Customer Experience 78

Customer Experience CRM Contact Center Enterprise 78

NobelBiz

APRIL 16, 2024

Customers today expect businesses to meet them on their preferred platforms and provide a seamless experience throughout their journey. This accessibility leads to smoother interactions, reduced friction, and a more satisfying customer experience. This is why an omnichannel strategy is crucial for businesses.

Contact Center 52

Contact Center CRM Call Center Best practices 52

SmartKarrot

DECEMBER 3, 2020

A typical onboarding phase would include the following processes: Capturing customer details Customer training Introduction of customer with CSM Product configuration Product integration with customer’s technological environment Walk through of the product Creating roadmap of the customer goals. Final thoughts.

SaaS 10

SaaS APIs Banking Self service 10

ConvergeOne

DECEMBER 7, 2021

The purpose of this blog post is to help folks understand why this is important and how it relates specifically to customer experience. We’ve been seeing many customers who have adopted composable architecture experience positive outcomes. I mentioned open APIs and microservices.

APIs 90

APIs Big data Analytics Engineering 90

UJET

SEPTEMBER 15, 2020

With more data and systems available than ever before, improving the customer experience shouldn’t be a guessing game. The most effective customer service organizations are extremely data-driven, analyzing every aspect of its interactions and outcomes holistically, right down to the individual agent and customer level.

Customer Experience 56

Customer Experience CRM Contact Center Enterprise 56

Balto

SEPTEMBER 18, 2023

It enhances your agents’ performance, resulting in higher revenues, a higher first-time resolution rate, minimal human error, and a better overall customer experience. Then, the tool provides agents with guidance that helps them personalize the customer experience, focus on the conversation’s flow, and resolve their problems promptly.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

AWS Machine Learning

MAY 14, 2024

You can complete a variety of human-in-the-loop tasks with SageMaker Ground Truth, from data generation and annotation to model review, customization, and evaluation, through either a self-service or an AWS-managed offering. She assists customers in adopting best practices while deploying solutions in AWS.

Chatbots 86

Chatbots Feedback Engineering Entertainment 86

JivoChat

APRIL 23, 2023

This also helps with the brand’s image, because it shows the company is concerned about providing great customer service. Conversion Opportunities When someone sends a message through a chatbot, the software can work as a self-service. Or you can connect to another platform via our API. Chatme Plantt.

Chatbots 75

Chatbots B2C Self service Banking 75

aircall

APRIL 16, 2021

Deliver quality customer experience. When your sales and support teams run like a well-oiled machine, they’re in the best position to provide the best possible customer experience. Flexibility – SaaS uses an open API (application programming interface) technology. Improve productivity.

SaaS 62

SaaS Sales Coaching APIs 62

Cincom

MAY 8, 2024

Manual quoting methods or generic CPQ platforms lead to slow turnaround times, inaccurate configurations, and poor customer experiences. Integrate with Other Software Seamlessly Cincom CPQ software integrates seamlessly both ways with the platforms businesses rely on through APIs and web services.

Engineering 52

Engineering CRM Sales Enterprise 52

Xaqt

JUNE 22, 2020

From frontline supervisors to executive leadership, reporting is the lifeblood of call center operations and the window into Customer Experience. For the contact center, this typically includes your ACD, Self-Service Applications, Workforce Management or Workforce Optimization Suite, Speech Analytics, QA, HRIS, etc.

Call Center 52

Call Center Contact Center Analytics Engineering 52

Netomi

JANUARY 5, 2023

The only certainty is that the quality of customer experience (CX) is more important than ever. According to Forrester’s US 2022 Customer Experience Index rankings, CX quality fell for almost a whopping 20% of brands in 2022. Self-service options are seamless and effortless.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52

Comm100

NOVEMBER 23, 2020

Our methodology If you’ve ever shopped on Amazon, you’ll know why reading the latest customer reviews is important: products can change vastly from one year to another. I can see how this might be a powerful tool for individual sales reps or account managers, but not a customer support team.”

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

JivoChat

APRIL 13, 2021

This growth is a direct result of an enhanced customer experience, as consumers can get instantaneous, round-the-clock assistance from businesses offering automated support. Read on to learn more about the various ways that automating customer service can benefit your business. Enables self-service.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40