Expivia

JULY 11, 2023

The Future of Contact Centers: The Role of AI and Evolutionary Technologies The advent of AI and associated technologies has opened up a whole new horizon of possibilities for the contact center industry. One such interesting evolution is agent assist technology.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

USAN

AUGUST 27, 2021

High-performing contact centers appreciate the art of listening. The very best also practice the science of listening, and AI-enhanced speech analytics solutions can help. Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data.

Best practices 52

Best practices Analytics Scripts Contact Center 52

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Call Center Workforce Statistics.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. .

Coaching 88

Coaching Contact Center Morale Analytics 88

Monet Software

MAY 27, 2020

Take advantage of this content and take away some tips and innovations from your peers and Verint experts that you can apply immediately in your organization’s contact center, customer experience, back-office and compliance areas. Hear how Verint can assist in building out a practical road map to harnessing the power of AI.

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Noble Systems

MAY 11, 2021

Speech Technologies encompass a broad scope of tools. Conversation Analytics is just one piece of the puzzle. Speech recognition – the ability for a computer to recognize spoken words – is another piece, and it has become pervasive in everyday life, both at home and at work. Background on Speech Recognition.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

JustCall

AUGUST 8, 2023

Running a small business can be tough–but is not impossible–with AI at your fingertips. They may write blogs during their downtime (if they’re lucky). With the advent of AI automation, this reality is changing. But First, Why Use AI Tools for Small Businesses? Why should I jump on the AI bandwagon?”

Sales 52

Sales Marketing Call Center Accountability 52

SmartAction

SEPTEMBER 2, 2021

While artificial intelligence isn’t human, its unique DNA sequentially makes up a superb customer experience in a contact center solution. Conversational AI begins like any human-to-human conversation. In AI, we refer to the two functions as recognition and cognition. Automatic Speech Recognition. Team of Experts.

Virtual Agent 90

Virtual Agent Engineering contact center solutions Analytics 90

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Spearline

OCTOBER 13, 2021

AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction. Contact center teams are enthusiastically rolling out virtual agents. Contact us to learn more. billion in 2021. In the U.S.

Virtual Agent 98

Virtual Agent Contact Center Chatbots Consulting 98

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Interaction analytics and CJA address all of these needs. . Using IA and CJA to Improve CX. However, companies need to go much deeper.

Enterprise 96

Enterprise Analytics Consulting Consulting 96

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. AI to enhance human relationships. In parallel, automation and AI are transforming the processes of contact centers themselves.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Speech Analytics. AppConnect.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers.

Technology 122

Technology Customer Service Gamification Contact Center 122

ConvergeOne

JUNE 21, 2022

What factors determine whether a contact center interaction produces a positive outcome? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach. Adopting a disciplined approach to WEM activities is key to the growth of any contact center.

Management 66

Management Contact Center Coaching Analytics 66

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. IT and business leaders rate Artificial Intelligence (AI) as the No. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. AI Hype Isn’t All Hype. 39% growth in digital sales.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

SmartAction

MARCH 7, 2023

After several years of steady growth, 2023 marks the year when the global conversational AI (CAI) market should really take off. rate of AI-automated interactions. Many consumers are already familiar with products that provide text-to-speech and human voice. What are the key drivers of this explosive growth in the CAI market?

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. 73% want the ability to solve product/service issues on their own.

Interactive Voice Response 81

Interactive Voice Response Call Center Contact Center Self service 81

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. How can you distinguish between a product that offers a few basic speech analytics capabilities and a robust AI-powered interaction analytics solution?

Analytics 40

Analytics Telecommunications Contact Center Healthcare 40

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

NICE inContact

NOVEMBER 20, 2017

Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. The advantages of IVRs for call centers are well known. But AI is starting to play a role in shaping the customer experience, too.

Interactive Voice Response 96

Interactive Voice Response Self service contact center solutions Contact Center 96

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Cisco - Contact Center

JANUARY 27, 2020

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Integration of new cognitive capabilities powered by Voicea and Google Cloud’s Contact Center AI that turn your agents into “super agents”.

Contact Center 77

Contact Center contact center solutions Enterprise Cloud contact 77

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. What Is Contact Center Outsourcing? How Does Contact Center Outsourcing Work.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Expivia

MAY 4, 2021

Sci-fi films and dystopian novels always say that AI will overtake humans in the future. While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence?

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Expivia

MAY 2, 2021

Sci-fi films and dystopian novels always say that AI will overtake humans in the future. While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence?

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. More than 44% of organizations are making use of AI. More Blogs Menu. Rapid Adoption of AI.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

VocalCom

AUGUST 26, 2019

Speech and text analytics. Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. Web analytics. Web analytics can be used to understand customer behavior on numerous channels. Contact center metrics.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? There’s one thing all these investments have in common: artificial intelligence (AI).

Contact Center 63

Contact Center Self service Banking Analytics 63

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

Stratifyd

MAY 30, 2019

Even if consumers have bad experiences with contact centers, most still prefer to speak with a human representative – 70%, to be exact – according to a study conducted by the Sitel Group. With that being said, contact centers play an influential role in customer retention strategies. Sentiment With Speech and Text.

Analytics 40

Analytics Telemarketing Contact Center Metrics 40

Avaya

JULY 15, 2019

According to Deloitte, only 9% of large contact centers effectively use desktop analytics and 61% struggle with integrating systems. According to Regalix, 67% of agents use 3-5 different applications during one customer interaction (something that can cost a typical contact center up to $1.57 In fact, the No.

Contact Center 62

Contact Center Personalization Interactive Voice Response Analytics 62

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. Looking back on quarter two, the nonstop movement in the contact center technology space continues. Analytics around customer service conversations and specifically around quality and customer sentiment continues to be an important space. Freshworks.

Technology 74

Technology Chatbots Analytics Contact Center 74

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59