SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. Why is it So Hard to Implement and Maintain a Chatbot? The first day of deployment is the best day of the chatbot’s “life.”

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Chatbots Virtual Agent Interactive Voice Response Self service 52

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.

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Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. Blog #2 Microsoft Teams Drives Agent Productivity. This blog will focus on how it helps enhance agent productivity. Self-Service Helps Agents Too.

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Self service Contact Center CRM Quality management 52

SmartAction

FEBRUARY 27, 2023

So, What’s the best solution for the contact center? For even more information on the differences between IVA and IVR, check out this blog post! Get a Demo Related Content BLOG IVA is the new IVR Discover why people are choosing IVA over IVR and how it can take your business to the next level.

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Interactive Voice Response Contact Center Virtual Agent Self service 74

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”. Announcement Highlights.

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Contact Center contact center solutions Enterprise Cloud contact 78

SmartAction

APRIL 4, 2023

By examining the latest developments in artificial intelligence (AI), the Times correspondents show how virtual voice assistants such as Siri and Alexa squandered their early advantage and left room for the rise of chatbots that use Conversational AI technology. Chatbots are, indeed, a different kind of virtual assistant.

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Virtual Agent Chatbots Self service Banking 85

teleopti

AUGUST 13, 2019

Statistically, the majority of contact centers still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? It’s a real game-changer for contact centers everywhere. The latest Chatbots using Artificial Intelligence (AI), are reinventing WFM and intraday planning.

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Contact Center Chatbots Service level Time management 71

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. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time!

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Contact Center Gamification voip Chatbots 70

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones. AI is finding a comfortable home in the contact center.

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Contact Center Analytics voip Virtual Agent 71

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?

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Best practices Call Center Interactive Voice Response First call resolution 105

Interactions

MARCH 28, 2024

Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations. Leaders at GoDaddy have focused on creating a contact center that balances human interaction with AI.

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Surveys Customer centricity Contact Center Chatbots 62

Fonolo

SEPTEMBER 4, 2018

That now-famous demonstration where the Duplex bot called a hair salon to book an appointment was definitely eye-opening, but these kinds of SMB transactions are not handled by call centers. So, there is no direct impact – at least via this use case – on the call center world. Webinar: The Impact of AI in Customer Experience.

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Call Center Self service Contact Center Chatbots 209

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. Chatbot technology is growing at such a rapid pace.

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Chatbots Enterprise Customer Experience Contact Center 57

Hello Customer

MAY 19, 2021

We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center. Yet, these centers often don’t get the attention and recognition they deserve. Contact centers are often seen as a cost center, something you need to have as an organization.

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Customer Care Customer centricity Contact Center Chatbots 98

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Blog #1 Enhancing the Customer Experience. IVR / Mobile IVR / Chatbots / CRM integrations. ChatBots (a.k.a. Efficiently.

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Interactive Voice Response Self service Abandon rate Contact Center 52

Noble Systems

FEBRUARY 4, 2021

As we discussed in part 1 of this blog series, there is no denying that consumer decision journeys and buying behaviors have changed, many of them forever, due to the impacts of COVID-19. What does all this mean for contact centers? This blog looks at the results of a new industry survey conducted by Noble Systems.

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Contact Center Surveys Interactive Voice Response Chatbots 94

SmartAction

JUNE 30, 2023

Let us help take your contact center to the next level through AI voice, text, and chat. Find Out How Today Related Content WEBINAR Masterclass: Conversational AI for Contact centers Understand what the power of prediction means and how conversational AI experts tune the experience to your customer.

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Customer Experience Customer Service Virtual Agent Self service 83

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 often answer FAQs, and guide users through various processes.

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Virtual Agent Chatbots Self service Feedback 72

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

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Customer Care Contact center software call center software Benchmark 55

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.

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Virtual Agent Chatbots Enterprise Education 52

Avaya

SEPTEMBER 19, 2018

But what will AI mean to those who work in the contact center, and to others in government, education, healthcare and business that work to improve citizen, student, patient, or customer experiences? From a contact center perspective, companies can easily list their top priorities: Faster order processing-shorter time to money.

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Customer Care Government Contact Center Healthcare 94

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.

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Virtual Agent Chatbots Technology Personalization 52

Mindtouch

JUNE 4, 2020

The contact center will notice a change in call type. By the 180-day mark, the self-service offering should have extended from that origin point through to CRM, eCommerce, communities, chat, and chatbot and be a core driver in business analytics and cross-departmental reporting.

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Self service Contact Center Chatbots Analytics 62

teleopti

DECEMBER 16, 2019

The challenge for contact centers next year will be to harness the power of innovative technology that makes life better for employees and customers while removing operational complexity. Why not infuse AI into the employee experience by using chatbots that learn from existing WFM data to help people manage their work-life balance?

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Analytics First call resolution Contact Center Chatbots 73

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. We can’t mention recognitions without a special shout out to the Transport for NSW team and their chatbot RITA on having an exceptional year.

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Virtual Agent Transportation Chatbots Multichannel 40

Jon Arnold

JUNE 4, 2018

In terms of visibility, I also did a webinar and a Google Hangout in May, and highlights from the latter will be available soon.

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Contact Center Chatbots Technology Management 40

NICE inContact

MARCH 5, 2019

In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. Other “future” developments—chatbots and AI—are already here, right now. REGISTER NOW.

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Chatbots Benchmark Self service Customer Experience 67

SmartAction

MARCH 7, 2023

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. The benefits of Conversational AI are compelling, and companies are waking up to the value of deploying IVA in their business – both in 2023 and beyond.

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Multichannel Virtual Agent Self service Accountability 82

NICE inContact

JULY 31, 2019

In many ways, conversational AI is certainly poised to fill that need with advanced voice interfaces and chatbot technologies. Conversational AI: Solving problems for the contact center. Dig deeper into conversational AI in our upcoming webinar. Is conversational AI the next big thing in customer experience?

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Customer Experience Banking Interactive Voice Response Contact Center 56

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers.

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Customer Experience Analytics Technology Average Handle Time 114

bold360 Blog

JUNE 19, 2019

In recent years, AI-powered chatbots have become an essential part of many business’s customer service operations. Gartner predicts that chatbots will power 85% of all customer service interactions by the year 2020. The benefits of AI chatbots for post-sale support are awesome. appeared first on Bold360 Blog.

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Chatbots Metrics Advertising Sales 45

SmartAction

MARCH 18, 2019

The cost and effort to build automation that isn’t very good or might not even work (and isn’t omnichannel) is why most contact centers have an over-reliance on live agents, even for the most routine and repetitive call types. For more examples, watch our webinar: 4 Ways Virtual Agents Are Automating the Contact Center.

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Virtual Agent Interactive Voice Response APIs Contact Center 66

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. How Quality Management Processes Have Shifted It could be called the perfect storm for contact centers. One of the most impactful uses is how AI is transforming customer experience (CX).

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Quality management Contact Center Management Best practices 75

LiveChat

JANUARY 20, 2017

For comparison, the Internet went global in the early 90s and before the 20th century ended, high-tech companies like Microsoft and Oracle became major players within the industry, providing contact centers with everything from CRM software to cloud-based solutions. Sorry chatbots, you have a lot to learn! That’s about 10 years.

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Customer Service Customer Experience Chatbots Self service 62

NICE inContact

SEPTEMBER 27, 2019

Because there’s another reason we’re at a turning point in customer service and customer experience: AI and chatbots are doing more and more, yet most customers still prefer to do business with a human. The post How Powerful CRM Can Help You Delight Customers appeared first on NICE inContact Blog.

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CRM call center software Contact Center Chatbots 55

SmartAction

NOVEMBER 30, 2021

A lot of contact centers don’t have a good understanding of why their customers are calling and exactly what they are calling about. So, the intent recognition takes the utterance from the caller and parses it to determine exactly what the customer intention is. The virtual agent can then assist the customer with the utmost accuracy.

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Virtual Agent Interactive Voice Response Contact Center Customer Experience 80

Fonolo

SEPTEMBER 18, 2018

Chris popularized the term “conversational commerce” in a widely-read blog post a few years ago, so some say he “coined” the phrase. Webinar: The Impact of AI in Customer Experience. Who should attend: VPs & Directors of Contact Centers. Dan and Mitch are with Opus Research , which organized the conference.

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Contact Center Advertising Big data Call Center 65