DMG Consulting

AUGUST 17, 2017

Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. Cloud-based contact center infrastructure (ACDs and dialers).

Contact Center 69

Contact Center Technology Big data Gamification 69

DMG Consulting

MAY 21, 2020

Leaders now realize that what is best for customers is what is best for their c ompanies , as long as they have the tools and operational framework and knowledge to deliver it. Last year was the year of artificial intelligence (AI) and robotics, a trend that will persist as the tools continue to improve.

Big data 59

Big data Customer Service Contact Center Enterprise 59

SmartAction

NOVEMBER 4, 2020

Companies of all kinds are automating more conversations than ever before while maintaining…and often improving…the customer experience with AI-powered virtual agents for voice that can also be used in digital channels like chat and text. It’s a solution that requires ongoing care and feeding.

Big data 54

Big data Interactive Voice Response Virtual Agent Scripts 54

Balto

MARCH 29, 2023

Here’s what a contact center AI tool can do: Anticipate Customer Needs Figuring out what your customer needs and identifying intent before they even interact with your contact center is one of the areas where you can improve customer experience with AI. What Can Contact Center AI Do?

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

VocalCom

JULY 2, 2020

The merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic. The rise of the ‘Super-Agent’. In other words, technology can make us more “human”. They will seek to work differently and add more value.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Inbenta

JUNE 2, 2021

Many HR teams have challenges to overcome, such as reduced HR budgets or staffing that require them to do more with an HR automation tool that can automate manual tasks, simplify documentation procedures, relieve the burden of HR staff, and ensure compliance. Organizations tend to have numerous software tools that every employee must use.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

Balto

JUNE 20, 2023

Conversational AI tools are pre-trained with large volumes of data (thus the “artificial intelligence”) that qualify them to provide support for customers looking for assistance. By breaking down the user’s request, the virtual agent can better understand what the user needs. What is Conversational AI ?

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

The Northridge Group

SEPTEMBER 27, 2017

If that interaction does require routing to a live agent for further processing, the system should transfer all of that relevant information and guide the agent to create a seamless, personalized, and genuine interaction that enables a more efficient, and higher-valued experience. Where can AI help?

Contact Center 124

Contact Center Calibration Analytics Chatbots 124

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Calabrio

JANUARY 6, 2016

A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. While it’s hard to find the time when you’re putting out fires left and right, it’s essential to make an effort to research new tools and technology. Channel readiness? Second, do your homework.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Comm100

FEBRUARY 16, 2018

And WhatsApp, one of the world’s most popular messaging apps, is currently exploring ways to help companies and customers connect by testing new business tools that will fulfill the needs of small businesses and enterprises. There will be more big data security breaches,” she writes. Lots of ’em.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40