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

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

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

Natalie Petouhof

AUGUST 15, 2022

Imagine that a customer signs into a website, unsuccessfully searches for something and then engages the chatbot. This could mean eliminating pain points in the customer journey, developing new products and services, or developing self-service tools and technologies that increase convenience.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

VocalCom

NOVEMBER 26, 2018

Big data is another important resource for designing proactive customer experiences. Empower customers through self-service. IVR menus should be designed to reflect current company issues and events and always route customers to the most appropriate agents. Give your customers the support they need proactively.

Customer effort 48

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

Fonolo

OCTOBER 31, 2018

Think “P2P”, “big data”, “IoT”, or “blockchain”. Here’s a great example: Alight’s “Lisa” Empowers Self-Service Customer Decisions for HR Benefits Enrollment. They claim their new chatbot reduced live chat engagements by 67%. It’s part of a continuum of web sites, smart speakers, mobile apps and IVR.

Call Center 105

Call Center Self service Technology industry standards 105

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