TechSee

OCTOBER 31, 2018

This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. Dutch telecom KPN analyzes the notes generated by its call center agents, and uses the insights generated to make changes to the interactive voice response (IVR) system.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

VocalCom

MAY 21, 2018

Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. Only then can IVR menus truly serve customers well and save them time. Artificial intelligence enhances self-service while making customer experiences more personalized.

Customer effort 48

Customer effort Technology Interactive Voice Response Big data 48

TechSee

FEBRUARY 1, 2021

This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices. Robotic process automation (RPA).

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

VocalCom

NOVEMBER 26, 2018

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. Sending prompt chat invitations when customers are browsing your website is a great way to save them time and effort. Empower customers through self-service.

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48

Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

AWS Machine Learning

JULY 29, 2022

There is a challenge at every point in the contact center customer journey—from long hold times at the beginning to operational costs associated with long average handle times. Traditional IVRs, however, typically follow a pre-determined sequence, without the ability to respond intelligently to customer requests.

Contact Center 103

Contact Center Interactive Voice Response Self service Accountability 103

Balto

MARCH 29, 2023

All of this happens before the customer fully explains the problem, which also contributes to a lower Average Handling Time (AHT). Contact center AI can easily handle any routine customer requests efficiently without involving a human agent. Automation In contact centers, lots of tasks don’t always require a human agent.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52