SmartAction

FEBRUARY 16, 2021

The caveat though, is that delivering a stellar customer experience – especially in retail, hospitality, and healthcare sectors – can be prohibitively expensive to scale. Virtual agents can also handle spikes in call volume, making them a scalable solution to meet seasonal demands. Customer Wait Time.

Virtual Agent 82

Virtual Agent Agent burnout Wait times Chatbots 82

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Can be a frustrating customer experience. Limited capabilities.

Interactive Voice Response 76

Interactive Voice Response Contact Center Virtual Agent Self service 76

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

Customer Experience 85

Customer Experience Customer Service Virtual Agent Self service 85

Outsource Consultants

JULY 10, 2018

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. A long time ago, AI implementations were basically hyped-up versions of FAQ sections, but they’re now very powerful tools to improve the customer experience.

Virtual Agent 52

Virtual Agent Contact Center outsourcing Call Center 52

Upstream Works

JUNE 9, 2022

The contact center was even more complicated. There were too many different customer needs and too many inconsistencies. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. Now, we are enabling AI applications to help agents, too.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

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. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

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

DECEMBER 10, 2018

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

Virtual Agent 48

Virtual Agent Contact Center Accountability Technology 48

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. When it comes to the contact center specifically, companies are still focused on improving the CX while aiming to reduce costs. High customer expectations. Agent turnover.

Virtual Agent 45

Virtual Agent Contact Center Interactive Voice Response Call Center 45

JustCall

MARCH 7, 2023

The primary goal of contact center businesses revolves around improving customer experience. Empowering your contact center business with automated solutions can take your customer interactions to new heights of success. What is Contact Center Automation?

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Use Technology for Self Service.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

SmartAction

DECEMBER 15, 2021

How does conversational AI automation for the contact center fit into solving the issue of not having enough workers for all the demand? With easily scalable virtual agents, hold times are eliminated. Customers are greeted with “How can I help you today?” You’re living in the convergence of two macro trends.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

Cisco - Contact Center

FEBRUARY 5, 2020

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. I recently delivered a session at Cisco LIVE Barcelona end of January that offered a view of the new Cisco architecture underlying the integration of Contact Centers with artificial intelligence (AI).

Contact Center 66

Contact Center contact center solutions Virtual Agent Interactive Voice Response 66

SmartAction

DECEMBER 8, 2023

In the heart of the city stood a bustling contact center, a hub of endless calls and queries. This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. The once overburdened agents found themselves focusing on more complex, engaging tasks.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

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. These omnichannel solutions are known as AI-powered virtual agents. Claim Management.

Virtual Agent 68

Virtual Agent Interactive Voice Response APIs Contact Center 68

NobelBiz

APRIL 30, 2024

The integration of AI in call centers is transforming traditional approaches, allowing for more effective communication channels and operational efficiencies. In this day and age, the role of AI in enhancing customer service is crucial. This level of attentiveness can significantly improve the overall customer experience.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

The integration of AI in call centers is transforming traditional approaches, allowing for more effective communication channels and operational efficiencies. In this day and age, the role of AI in enhancing customer service is crucial. This level of attentiveness can significantly improve the overall customer experience.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Cisco - Contact Center

SEPTEMBER 9, 2019

” AI in the Contact Center. In a Customer Care (CC) environment, one of the primary objectives of any AI component is to support and assist agents in their work and potentially even replace some of them, so we should ask ourselves how far are we from such a goal today? CISCO and AI in Contact Centers.

Contact Center 91

Contact Center Customer Care Engineering Telemarketing 91

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

SmartAction

JANUARY 25, 2019

This is no less true in the pursuit of an improved CX, where advanced speech recognition capabilities have finally allowed contact centers to access the vast cognitive abilities that Artificial Intelligence (AI) self-service has to offer. Instructive Examples of AI Self-Service for Contact Center Leaders.

Virtual Agent 45

Virtual Agent Self service Healthcare Contact Center 45

SmartAction

SEPTEMBER 16, 2022

Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations. Conversational AI is making the contact center and customer service industries better than ever. Get a Demo.

Interactive Voice Response 92

Interactive Voice Response Virtual Agent Contact Center Engineering 92

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

Creative Virtual

OCTOBER 4, 2018

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. But many of those contact centers are missing an important team member. By Mandy Reed, Marketing Manager (Global).

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

Creative Virtual

FEBRUARY 2, 2022

In their whitepaper The Virtual Insurance Agent , ITL takes a detailed look at how conversational AI is allowing insurance companies to greatly improve their customer experiences while also reducing costs. They can: Create better customer experiences and meet expectations for digital support.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

Aspect

MAY 15, 2018

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. At Aspect, we call this new application of Artificial Intelligence “Workforce AI”, and it portends radical change in the way contact centers will operate.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

Creative Virtual

APRIL 21, 2022

When we do need or prefer to make a phone call to speak with someone, a bad experience is made worse by the knowledge that there are ways to make support calls less painful which many contact centers aren’t utilizing. Poor customer support experiences create unhappy customers, bad reviews, and lost revenue.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

NICE inContact

JANUARY 16, 2019

Another cost-effective alternative exists – and it simply involves supplementing existing IVRs with AI-powered virtual agents with natural language capabilities. Instead of relying on agents to make a few calls at a time, hundreds of thousands of calls can be placed in minutes.

Contact Center 48

Contact Center Virtual Agent Interactive Voice Response Call Center 48

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The impact of bilingual support on the customer experience cannot be understated. It’s our thing.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

SmartAction

NOVEMBER 30, 2021

Customer experience has been on a path of transformation since the days of "Press 1 for." pay my loan, check my balance, or transfer funds," which became the new way to start a customer service conversation through traditional speech IVRs around 2016. The virtual agent can then assist the customer with the utmost accuracy.

Virtual Agent 83

Virtual Agent Interactive Voice Response Contact Center Customer Experience 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. They are widely used in customer support, providing 24/7 assistance.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

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. 45% enhancements in customer ratings. 95% growth in the numbers of new customers.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. Because each one in its own way increases efficiency and decreases customer effort. But what about customer effort? Studies show that the majority of customers would rather have an effortless experience than a delightful one (CCIQ).

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40