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2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care.

The Role Of AI In Customer Experience


“By 2020, 85% of customer interactions will be managed without a human” – Gartner. Today’s customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated.

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Guest Blog: Assistive AI for Real Work


This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.

Merry Christmas and a Happy New Year!


. As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards.

The Next Big Thing in Social Customer Service


The weight social media has on brand affinity and customer satisfaction is constantly growing. But what does this mean for the future of customer service? Well, it’s been said that social customer care is actually the new business marketing. ChatBots Step Up to the Plate.

Why Customer Journeys Beat Digital Strategies


HOW TO CREATE A GREAT DIGITAL, HUMAN EXPERIENCE . As the Director of The Customer Experience Company , I’m often asked a common question: ‘How do I improve our digital customer experience?’. DESIGN EXPERIENCES IN HOLISTIC CUSTOMER JOURNEYS.

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Contact Center Technologies 2017: find out what 23 experts say


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. Donna Peeples , Customer Experience Strategist.

Implementing an Intelligent Virtual Assistant: Understanding “DIY” vs. Vendor Approach


There’s no question that companies who implement a conversational AI solution for their customer care strategy are making the right choice. Just the technical expertise of application development and API integrations are not enough to satisfy the requirements of setting up an IVA.

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Earnings Reports Show Call Center Momentum


At their annual Signal conference, they announced a chatbot platform. How to Think about Chatbots in a Big Picture Kinda Way. . They recently acquired Dimelo, a cloud product for managing multi-channel customer communications including SMS, email, social media and chat.

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities. The fact that these customized contact center solutions can be built and customized quickly and easily, using standard development languages, is a game-changer. DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report.

Market Analysis - How Mobility and Messaging are Transforming CX

Jon Arnold

These developments are relatively easy to understand, but as the frame of reference shifts from the “contact center” to “customer care”, other disruptive forces are emerging. Contact Center Cloud Communications User Experience