Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Most AI-based platforms or processes leverage a finite and discrete data set from which to extrapolate ‘understanding’.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Zappix

MAY 1, 2024

Artificial intelligence (AI) has become a central component in the digital landscape, transforming how businesses and consumers interact. From personalized recommendations to automated customer service, AI is reshaping digital engagement in innovative and transformative ways.

Chatbots 52

Chatbots Advertising Wait times Analytics 52

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

Select VoiceCom Blog

JUNE 16, 2022

Customer support is a vital aspect of any business. It includes training, installation, troubleshooting, maintenance and disposal work—all of which are essential for a customer’s proper usage of a product or service. About 96% of consumers say that customer support is important to their choice of loyalty to a brand.

Customer Support 52

Customer Support Chatbots Telemarketing outsourcing 52

Nicereply

MAY 28, 2020

The way to understand how AI automation (i.e. bot, virtual assistant) works in customer support is to look at how humans are responding to and supporting customers. It starts with the customer query. You sit down and grab the next customer query in your Inbox. This is crucial.

Customer Support 92

Customer Support APIs Big data Personalization 92

AWS Machine Learning

JANUARY 12, 2023

Enterprises that operate globally are experiencing challenges sourcing customer support professionals with multi-lingual experience. This process can be cost-prohibitive and difficult to scale, leading many enterprises to only support English for chats. Under Open the Service Setup Assistant , choose Go to Assistant.

Customer Support 75

Customer Support APIs Scripts Enterprise 75

Comm100

MAY 23, 2023

While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. This blog will help you on your way, providing the top automated customer service examples that can be used across industries. What is customer service automation?

Customer Service 76

Customer Service Chatbots Technology Customer Support 76

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

Nicereply

APRIL 13, 2022

AI became the go-to word in meeting rooms when teams spoke about innovation since 2020. Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Some people think AI may harm industries since it could take over human tasks.

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement.

Feedback 83

Feedback Banking Chatbots Automotive 83

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

OctopusTech

MARCH 22, 2024

Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. Artificial intelligence (AI) Chatbots have rapidly gained popularity in recent years, revolutionizing how companies interact with customers. But how do AI Chatbots work?

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

SmartAction

NOVEMBER 15, 2023

Let’s explore the evolution of customer self-service, key trends for 2023, the benefits it offers, the challenges businesses face, and a glimpse into the future of this essential component of modern business operations. Key Trends in Customer Self-Service 1. This level of personalization enhances customer engagement and drives sales.

Self service 99

Self service Virtual Agent Chatbots Analytics 99

SmartAction

DECEMBER 8, 2023

However, the center faced challenges that seemed insurmountable – until Alex discovered the magic of conversational AI. The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. It was a game-changer.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Comm100

OCTOBER 17, 2023

Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. The primary aim of the software is to increase efficiency, improve customer satisfaction, reduce operational costs, and help businesses to scale.

Customer Service 78

Customer Service Interactive Voice Response Multi-channel support Multichannel 78

Creative Virtual

FEBRUARY 7, 2023

I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. engagement with the customer. This can be applied to marketing, sales, and customer support.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. A surge in call volume is always good news for your business.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation.

Customer Service 79

Customer Service Chatbots Customer centricity Feedback 79

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 Why should you consider using AI in your contact center?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Comm100

MAY 11, 2020

Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’! Customers hate repeating themselves.

Customer Support 59

Customer Support Chatbots Surveys Wait times 59

OctopusTech

JANUARY 20, 2024

With their ability to mimic human speech, these sophisticated virtual assistants offer a smooth and effective engagement experience. We will explore the introduction, capabilities, and wide range of uses of chatbots in this blog, as well as the important topic that frequently comes to mind: their development costs. What are Chatbots?

Chatbots 62

Chatbots Healthcare Finance APIs 62

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

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

Comm100

MAY 11, 2020

Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’! Customers hate repeating themselves .

Customer Support 52

Customer Support Chatbots Surveys Wait times 52

JustCall

MARCH 29, 2022

The customer support function is in for a major metamorphosis- one where businesses are recognizing its full potential as not just an additive function, but as a multiplier. Traditionally, support reps focused only on ticket resolution and management. The Evolution of the Support Function. Meet the ‘Super Rep’.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

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. Automated customer support: Utilizing automation to handle routine customer inquiries and issue resolutions, freeing up human agents for more complex tasks.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

JustCall

JANUARY 29, 2024

Guessing you have skimmed over quite a few (read many) blogs pitching JustCall against Convoso, let’s put a full stop to your search with this ultimate JustCall vs Convoso comparison right here. AI Support: Convoso’s voso.ai might be powerful but is no match for JustCall’s AI Copilot. What is JustCall Sales Dialer?

Sales 52

Sales Abandon rate APIs CRM 52

Fonolo

MAY 23, 2023

Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it. This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. Personalized Content: Hyper-personalization involves content, too.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Fonolo

MARCH 7, 2023

If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. Self-service lets users resolve problems without waiting for an agent’s response and lightens the load on your customer support team.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

bold360 Blog

SEPTEMBER 15, 2020

Live chat is a customer engagement channel that enables human agents and customers to interact in real-time conversations through a live chat window on a website or mobile app. Whether customer interaction happens via live chat or chatbot, the user experience is much the same. 5 Ways Live Chat Helps Your Business.

Chatbots 90

Chatbots Virtual Agent Customer centricity Customer Support 90

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation?

Customer Service 59

Customer Service B2B Service level Personalization 59

AWS Machine Learning

SEPTEMBER 14, 2023

This post takes you through the most common challenges that customers face when searching internal documents, and gives you concrete guidance on how AWS services can be used to create a generative AI conversational bot that makes internal information more useful.

APIs 88

APIs Healthcare Scripts Engineering 88