Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. Chatbots: Prosperous Future or Disaster? Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots. Some are offering as many as 12 or more, including messaging, video and social.

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Watch for our next blog in this series, coming October 21st: Constant Learning Improves AI Recommendations. Doing so, will transform your contact center from a cost-center into a revenue generator.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

JustCall

MARCH 7, 2023

The hybrid work model in contact centers is a mix of on-premises and remote work. The on-premise workers are located at the same facility as the contact center, while the remote workers are located outside the facility, usually at or other locations scattered throughout the globe. What Is Hybrid Work?

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Expivia

OCTOBER 4, 2021

This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. But, we’re getting ahead of ourselves… If you decide to outsource your contact center needs, you need to do it right. What Is Contact Center Outsourcing?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Avaya

NOVEMBER 23, 2016

So the announcement that WhatsApp Video is here has been met with mass excitement. But while the ability to have WhatsApp video conversations with family and friends is a huge benefit—there really is nothing like seeing your loved ones live—it’s not so clear what effect this is going to have on the business community.

Chatbots 78

Chatbots Enterprise CRM Contact Center 78

Fonolo

JANUARY 9, 2019

2018 was a big year for the contact center industry. Added to the mix were the frustrating dalliance with AI, the quasi-melding with CRM, the embrace of chatbots, and the rise of RPA. Did you miss our year-end video (“ Fonolo Reads Mean Tweets ”) and its light-hearted parody of The Grinch ? Last Thing.

Contact Center 70

Contact Center Gamification voip Chatbots 70

NobelBiz

MARCH 26, 2024

Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 52

NobelBiz

FEBRUARY 27, 2024

Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Chatbots : AI-powered chatbots handle routine queries, providing quick and accurate responses. Performance Metrics and KPIs: Monitoring call center performance is essential. RELATED ARTICLE What is IVR?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. Click here to read the original and click here to watch a video where I discuss the content of this article. I’ve heard this spoken of chatbots, in particular, this year. Slack has revolutionized contact center communication.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

Aspect

JUNE 22, 2017

Contact Prequalification and Authentication. Just like an IVR integrated with the contact center would in the world that I’m sure Apple would love to call the “old world”, Business Chat lets you signal the reason for contact (they call it “Intent”), and the skill group or queue needed to handle the inquiry (they call it “Group”).

Contact Center 66

Contact Center Chatbots Interactive Voice Response Marketing 66

Customer Service Life

FEBRUARY 10, 2020

– In this article on the Zendesk blog, read how CX experts define customer loyalty and how companies can gain it. In this article on the Navedas blog, I discussed the importance of using AI to help contact center agents more efficiently resolve customer issues rather than focusing solely on chatbots.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149

NICE inContact

AUGUST 1, 2019

The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time. Start with something small as your chatbot version 1.0 and then iterate for a version 2.0 Make it rich!

Chatbots 54

Chatbots Banking Personalization Best practices 54

Calltools

SEPTEMBER 6, 2023

According to Cisco, implementing AI chat resources has improved the customer experience for 53% of call centers. Some common self-service options include: A searchable knowledge-base An IVR system An AI chatbot A frequently asked questions (FAQ) page A community forum Let’s explore these options in detail.

Self service 52

Self service Interactive Voice Response Customer Experience Chatbots 52

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Self-service tools include FAQs, virtual assistants, and chatbots and video tutorials.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Creative Virtual

FEBRUARY 2, 2022

With the right integrations, conversational AI tools – like virtual agents and chatbots – can reach across silos and into back-end systems to pull together all the relevant information and customer data to deliver the right responses in a consistent tone. Reduce contact center traffic and alleviate pressure on busy live agents.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

AWS Machine Learning

AUGUST 30, 2023

Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. This includes automatically generating accurate answers from existing company documents and knowledge bases, and making their self-service chatbots more conversational. 001 (What is an Amazon Fire TV).

Self service 104

Self service APIs Transportation Contact Center 104

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience. This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. People love using chatbots for simple tasks. As every contact center expert knows, it takes more than one technology or one department to create an outstanding CX.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Facial recognition identifies and verifies an individual by comparing facial features from a digital image or video to a face database. Customer Identification.

Technology 122

Technology Customer Service Gamification Contact Center 122

VocalCom

MARCH 19, 2018

The rise of video on social channels. Social media users are watching more videos than ever. Facebook in particular is a popular platform for consuming video content, especially with the growing use of its live videos. According to the company, 100 million hours of video are viewed daily on the platform.

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Self-service tools include FAQs, virtual assistants, and chatbots and video tutorials.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 40

Contact Center Customer Experience Benchmark Surveys 40

NobelBiz

MARCH 12, 2024

Read Case Study Watch video Case Study: Leading Edge Connections: Empowering Growth with Enhanced Interactions and Analytics Industry : Business Process Outsourcing (BPOs) / Outsourcing Company : Leading Edge Connections Number of Employees : 500+ Product Used : NobelBiz Omni+ Background : Leading Edge Connections, LLC.,

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! We teamed up with our partner Spitch as co-sponsors of The European Chatbot & Conversational AI Summit , presenting a joint session at the virtual event on combining chatbots with speech recognition to create voicebot solutions.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Spearline

FEBRUARY 24, 2022

In addition to the traditional voice call, customers now have a range of ways to engage with contact centers. With video calls, we have facial expressions and gestures, and with audio calls, we have tone, intonation, rate, and pauses. These include email, instant messaging, apps, and social media.

Interactive Voice Response 98

Interactive Voice Response industry standards Contact Center Chatbots 98

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. The post Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds appeared first on NICE inContact Blog.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

UJET

NOVEMBER 18, 2019

Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience. Similarly, contact center directors want to easily channel steer queries based on urgency and complexity.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

NobelBiz

JANUARY 23, 2024

This article will delve into the world of Customer Support as a Service (CSaaS) , exploring the nature, types, and the profound impact it can have on your contact center. Join us as we guide you through optimizing your customer support and elevating the overall experience of your contact center.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

VocalCom

APRIL 29, 2019

Train your chatbots regularly. Yes, chatbots can grow smarter with use, but they need “training” just as your agents do. Lastly, analyzing your customers’ conversational patterns can allow chatbots to develop a tone with a similar speech pattern for more natural conversations. Use video tutorials. Keep agents on standby.

Self service 48

Self service Interactive Voice Response Contact center software Chatbots 48

Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. Click here to read the original post and be sure to watch the video that goes along with it. Looking back on quarter two, the nonstop movement in the contact center technology space continues. Freshworks.

Technology 74

Technology Chatbots Analytics Contact Center 74

Upstream Works

FEBRUARY 26, 2020

At face value, providing seamless customer service should be the goal of every contact center. However, this requires orchestration across your entire contact center operation. As a starting point for developing that holistic approach, the following are two forms of complexity that all contact centers must address.

Contact Center 78

Contact Center contact center solutions Chatbots Technology 78

Revation Systems

OCTOBER 2, 2019

From the ability to have video visits with a healthcare provider to treat common illnesses such as strep throat or the flu to using an app to order groceries for delivery to your doorstep, it is no secret just how much technology is powering today’s society. It has been reported that the use of AI chatbots will increase 136% by 2021.

Call center experience 48

Call center experience Call Center Chatbots Healthcare 48

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 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.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Serenova

AUGUST 11, 2020

In recent years, businesses have evolved the role of call center agents to help customers through a variety of mediums giving birth to the omnichannel contact center. This has further extended the role of the contact center agent and created new complexity for agents. Ability to Learn Fast.

Call Center 98

Call Center Contact Center Chatbots Quality management 98