Hodusoft

OCTOBER 19, 2023

By providing self-service options like IVR (Interactive Voice Response) systems, automated chatbots, virtual assistants, and others for routine inquiries, customer’s routine queries can be resolved efficiently without agent intervention.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Fonolo

APRIL 6, 2020

At a time when many business owners are removed from face-to-face interaction with their clients — hospitality, food, retail etc. Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Decreased average handle time by 10 percent.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

SmartAction

SEPTEMBER 4, 2018

Their disruptive business model has helped them stand out against other high-level brands, and they’ve utilized technology as tools to give them a competitive advantage in the retail space. TechStyle’s AI Virtual Assistant Solution. So how does this technology fit in with their hiring practices? Beyond the Blog.

Call Center 40

Call Center Virtual Agent Average Handle Time Upselling 40

SmartAction

APRIL 24, 2019

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Best Practice #2: Virtual agents need “guardrails”. There is a fine line between what should be automated by conversational AI and what should be transferred to live agents.

Virtual Agent 46

Virtual Agent Self service Best practices Chatbots 46

Pointillist

SEPTEMBER 28, 2021

Advances in digital technology have reshaped customer expectations for exceptional experiences. However your customers choose to interact with your organization, contact center leaders must ensure that all agents can meet customers where they are, understand each individual’s unique context and enable them to reach their goal.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Talkdesk

APRIL 14, 2020

It is the go-to option to keep agent performance and contact center KPIs on track. While cloud-native technology is the essential component for any contact center to cope with a crisis, Artificial Intelligence (AI) technology can magnify its capabilities. The chart below shows this behavior.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. What Is Contact Center AI?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This technology is optimal for remote or hybrid contact centers with home-based agents.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This technology is optimal for remote or hybrid contact centers with home-based agents.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Connect

OCTOBER 23, 2023

While the need to integrate channels served as a catalyst for cloud migration, the resultant democratisation of technology through more affordable access to advanced contact centre solutions and less complex deployments in the cloud is driving the next wave of cloud migration. The journey to opti-channel. Better performance metrics.

Average Handle Time 72

Average Handle Time CRM Virtual Agent Metrics 72

Balto

MARCH 29, 2023

Conversation Augmentation As the company’s representative explains the issue to the human agent on the phone, an AI-enabled virtual agent is simultaneously listening to the call and pulling out key terms with Natural Language Processing (NLP) to quickly identify the possible causes of downtime and even propose solutions.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Netomi

AUGUST 31, 2022

Track where your customers are reaching out from in order to optimize staffing and prioritize channels that would benefit most from technologies like automation. If your company uses autoresponders, you may need to define a new KPI that measures “first impactful response time.” The average is 12h 10 min. Top Topics.

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

OctopusTech

JUNE 8, 2022

Technology is growing rapidly year by year and huge progress could be seen in machine learning , AI , automation of work, and customer service. Due to this, a lot of regular tasks and activities are handled by automation software and not by call center representatives so that they could focus only on complicated and challenging issues.

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. Integration with CRM and other applications provide a complete customer context in terms of profile, interaction and transaction data that helps agents solve customer issues right, the first time.

Metrics 48

Metrics Customer Experience Average Handle Time Self service 48