Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. Creating ‘ super agents. By Martin Cross , Chief Strategy Officer at Connect. Shifting the status quo.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. This is the first of four ways that virtual agents are automating the contact center. fewer calls being transferred to live agents.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

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

Talkdesk

APRIL 14, 2020

A cloud native contact center infrastructure offers the most comprehensive and suitable solution, especially if it is mobile friendly. A cloud contact center easily scales up and down to meet volatile demand while maintaining call quality and enabling analytics tools that provide insights in real-time.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

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.

Average Handle Time 72

Average Handle Time CRM Virtual Agent Metrics 72

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. The continuous cloud migration of contact centers distinguishes these years.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52