SmartAction

APRIL 15, 2019

Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. Any self-service implementation project starts by leveraging this data.

Self service 57

Self service Virtual Agent Interactive Voice Response Best practices 57

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Redefining Contact Center Agents’ Careers. Specialization. Machine Supervisors.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Why agents are embracing the change. Why Computer Vision AI is central to call center automation.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas.

Best practices 52

Best practices Customer Service Management Contact Center 52

TechSee

SEPTEMBER 21, 2023

Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. Sophie’s Hub and Spoke Design The Sophie AI Brain Sophie AI is a centralized, multisensory brain that powers multiple service applications across the enterprise.

Engineering 109

Engineering Enterprise Chatbots Self service 109

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 44

Self service Virtual Agent Best practices Contact Center 44

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). Self-service. August 2017.

Contact Center 69

Contact Center Technology Big data Gamification 69

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Balto

JUNE 20, 2023

And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. Modern contact centers can use conversational AI to meet customer demands. What is Conversational AI ?

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

Creative Virtual

APRIL 7, 2020

In Part 1 of this series , I talked about the immense pressure organisations are under to deliver quality service and support over digital channels during this period of coronavirus-related quarantines, lockdowns and stay-at-home orders. Agents have access to a virtual agent that understands questions asked in natural language.

Self service 52

Self service Virtual Agent Chatbots Government 52

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

DMG Consulting

JANUARY 4, 2019

IVA Is the Future of Voice Self-Service. For customers and, increasingly, employees, IVAs can automate routine tasks and can process and personalize the handling of interactions in most self-service channels. By Donna Fluss. View this document on the publisher’s website. Revolutionizing IVRs. Email Address *.

Self service 69

Self service Interactive Voice Response Best practices Consulting 69

Creative Virtual

OCTOBER 4, 2018

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. But many of those contact centers are missing an important team member. By Mandy Reed, Marketing Manager (Global).

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. Driving a new era in the servicing sector. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. MEDIA ALERT. When: Today, 9 February 2022.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

SmartAction

JUNE 9, 2023

Let’s explore this growing technology by understanding what it truly is, reviewing some examples of its applications, diving into its inner workings, and highlighting the associated benefits and challenges businesses and contact centers should consider. Chatbots and virtual agents may provide irrelevant or inaccurate responses.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

DMG Consulting

NOVEMBER 14, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Interactions

MAY 14, 2020

So not only are consumers more willing to have interactions with self-service automation powered by AI, but they actually want it if it means they are able to get their queries answered more efficiently. . Contact Center Challenges. The pandemic has caused an interesting conflict within contact centers.

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

DMG Consulting

JANUARY 17, 2019

Recent advancements in artificial intelligence, coupled with consumer partiality for digital channels, are driving interest in and adoption of intelligent virtual assistants (IVAs) and a related technology, robotic process automation (RPA), or “bots.” IVA Best Practices . Email Address *. Final Thoughts on IVAs.

Self service 66

Self service Best practices Contact Center Healthcare 66

Creative Virtual

SEPTEMBER 11, 2018

In this webinar, part of CRMXchange’s Technology Innovation Showcase series, Creative Virtual’s Founder & CEO, Chris Ezekiel shares an inside look at bringing together AI and human input to provide quality self-service options, improve live chat and contact center performance, and increase customer satisfaction scores.

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

DMG Consulting

MARCH 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.

Consulting 48

Consulting Consulting Marketing Management 48

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

Virtual Agent 46

Virtual Agent Self service Best practices Chatbots 46

EPIC Connections

OCTOBER 20, 2017

EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions. EPIC Connections is a global customer engagement and contact center consulting company.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). Data from large-scale, real-world enterprise IVA implementations revealed that people are increasingly relating to chatbots as they would human agents. Discover best practices for sustaining compliance.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

3CLogic

FEBRUARY 7, 2024

Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. If your contact center isn’t embedded within your CRM or service management platform — such as ServiceNow or SAP — it’s time to raise an eyebrow.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. 14% of callers request a live agent transfer.

Virtual Agent 47

Virtual Agent Average Handle Time Contact Center outsourcing 47

SmartAction

MAY 9, 2019

This is the fourth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 , Part 2 , and Part 3 first!

Self service 43

Self service Virtual Agent Contact Center Best practices 43

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy?

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

REVE Chat Blog

NOVEMBER 6, 2019

Hence realigning the customer service experience has become a top priority for businesses. Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. 34% of U.S.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

SmartAction

SEPTEMBER 16, 2020

Our virtual agents consistently outperform live agents on CSAT scores simply because they just need to be trained once to deliver a perfectly trained agent experience. What are the types of applications/calls that make the best use of AI self-service? This is paramount. Data is fuel for AI.

Virtual Agent 84

Virtual Agent Self service outsourcing Call flow 84

DMG Consulting

NOVEMBER 1, 2022

Knowledge management (KM) is an essential enabler for contact center (and enterprise) employees, whether they work virtually or in the office. The pandemic proved that agents and other contact center resources can successfully and productively work remotely when they are equipped with the right tools.

Management 48

Management Self service Enterprise Virtual Agent 48

DMG Consulting

MARCH 11, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report.

Consulting 59

Consulting Consulting Marketing Management 59