SmartAction

NOVEMBER 15, 2023

AI-Powered Voice Self-Service AI-powered voice self-service is revolutionizing the way customers seek help. Instead of waiting on hold or navigating through complex IVR menus, customers can now initiate support requests using their voice. Key Trends in Customer Self-Service 1. Or is it something else?”

Self service 99

Self service Virtual Agent Chatbots Analytics 99

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

SharpenCX

OCTOBER 15, 2023

According to a 2023 article by Majed Alshamari and Thanaa Alsalem published in the Journal of Computer Science , “Usable Artificial Intelligence (AI) application refers to an AI solution that is characterized by the easiness of use and learning through an optimum interface established by a proficient Human-Computer Interface (HCI) design.”

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

DMG Consulting

MARCH 31, 2022

View this article on the publisher’s website. Many of these voice-based self-service solutions were built more than 10 or 15 years ago, when the technology was limited. Organizations are still using touch-tone and rudimentary speech-enabled interactive voice response (IVR) solutions and prompters.

Self service 54

Self service Interactive Voice Response Virtual Agent Government 54

UJET

NOVEMBER 3, 2020

Predictive Routing Connects Customers to the Right Agent Faster. Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. And when they aren’t connected to the right agent the first time, your agents have to spend valuable time redirecting calls.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

UJET

NOVEMBER 3, 2020

Predictive Routing Connects Customers to the Right Agent Faster. Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. And when they aren’t connected to the right agent the first time, your agents have to spend valuable time redirecting calls.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Uniphore

JANUARY 21, 2022

AI-powered intelligent virtual agents (IVRs) make it easier for members to update their policies, schedule routine healthcare and ensure appointments are made. Download the Article. Conversational AI and automation can solve many self-service woes.

Healthcare 98

Healthcare Virtual Agent Interactive Voice Response Self service 98

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Essentially, it is what makes a Virtual Agent smart.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

DMG Consulting

MARCH 10, 2023

5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. Making the situation even more complicated is the increasing scale and complexity of these operating environments; volumes are expanding, as are the channels in which interactions come and go.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. View this article on the publisher’s website. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. July 7, 2021 Donna Fluss.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. For instance, IVRs and artificial intelligence enabled Chatbots can make the customer service easier and efficient. I like the idea of a customer engagement center. – Shep Hyken.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Playvox

JANUARY 13, 2022

Many newer at-home workers, including contact center agents, find they like working from home, and an eye-popping 58% of remote employees would rather find a new job than return to the office. Related Article: Ensuring Your Agents Are Fully Operational Working from Home. Gen Z Has Arrived.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Global Response

AUGUST 7, 2023

Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. So, how do you create empowered call center agents who can deliver great service day-in and day-out? We’ll show you how in this article.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. It serves as a round-the-clock virtual receptionist. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

UJET

MARCH 22, 2021

The IVR isn’t a topic that gets enough coverage. We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. And the IVR is at the heart of that journey. Modernizing Your IVR.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

DMG Consulting

MARCH 30, 2021

View this article on the publisher’s website. A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair. Contact Centers’ Digital Transformation Has Only Begun.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

DMG Consulting

SEPTEMBER 20, 2021

View this article on the publisher’s website. Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. It’s been a difficult but in some ways awe-inspiring 15 months, a period in which the world has experienced extraordinary difficulties and upheaval.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

Balto

MARCH 29, 2023

The AI puts that company’s query at the top of the queue and routes it to the most suitable agent with an Automatic Call Distribution (ACD) system so that they can get support quickly. Analyzing Big Data Call centers collect a huge amount of data on their customers and how they interact with their businesses.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

SmartAction

APRIL 4, 2023

Conversational AI represents the future of voice assistants. In a March 15, 2023 article – “ How Siri, Alexa and Google Assistant Lost the A.I. Race ” – Times reporters Brian Chen, Nico Grant, and Karen Wise very effectively described the modern marketplace for voice assistants and where it’s headed. Don’t believe us?

Virtual Agent 87

Virtual Agent Chatbots Self service Banking 87

JustCall

JANUARY 27, 2023

In this article, we look at 10 such magicJack competitors and compare them so you can choose the best one for your enterprise. In contrast, the magicJack competitors mentioned here mostly offer standard ones like call recording, an IVR menu, and smart call recording. Dialpad supports voice, messaging, and video.

Interactive Voice Response 52

Interactive Voice Response Call Logging APIs Enterprise 52

NobelBiz

JANUARY 10, 2021

We answer it all, in this article. A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. However, this virtual agent can execute some jobs better than other interfaces. How does a chatbot function?

Chatbots 52

Chatbots Contact Center Virtual Agent Scripts 52

OctopusTech

JUNE 8, 2022

This article covers various aspects of call center automation that will help to ease your business processes. For example – customers can check their account balance using automation software that converts interactive voice response (IVR) to automated speech recognition (ASR). What is call center automation?

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

JustCall

FEBRUARY 13, 2023

This article explores ten such Aircall alternatives leading the telephony and virtual call center space in 2023. Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. 5 Capterra– 4.1/5

Interactive Voice Response 52

Interactive Voice Response voip Enterprise APIs 52

JustCall

JANUARY 18, 2023

Provide training and support : Ensure that inbound agents are trained to use the script effectively and provide them with the resources and support they need to handle calls effectively. In this article, we have discussed every minute detail about inbound calling and how it helps the organization grow. Interactive Voice Response (IVR).

outsourcing 52

outsourcing Scripts Call Center Interactive Voice Response 52

NobelBiz

FEBRUARY 21, 2023

This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

CSM Magazine

DECEMBER 17, 2019

One reason is that we can all talk faster than we can type – and it’s a far more natural way for people to engage for more complicated interactions. While traditional IVR technologies (press one for sales and two for support) have never been popular, emerging AI/ML-powered voice solutions are far smarter and more intuitive.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

aircall

NOVEMBER 4, 2016

This article will explore the various beneficial effects that computer-telephone integration can have on your call center installation, and on your customer experience. Your agents’ only tool is their desktop computer, and even that isn’t written in stone. Follow an agent’s performance during a call. Lowered costs.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

aircall

NOVEMBER 4, 2016

This article will explore the various beneficial effects that computer-telephone integration can have on your call center installation, and on your customer experience. Your agents’ only tool is their desktop computer, and even that isn’t written in stone. Follow an agent’s performance during a call. Lowered costs.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect.

Interactive Voice Response 80

Interactive Voice Response Engineering Chatbots Self service 80