ProProfs Blog

JUNE 5, 2020

Charles Darwin’s famous quote on species evolution stands true for today’s volatile business world- “ It is not the strongest or the most intelligent who will survive but those who can best manage change. ” . You and your team must bring so much empathy even better compassion in every conversation. Business adaptation is the key.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer churn is the opposite of retention.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Metrics 56

Cisco - Contact Center

AUGUST 3, 2020

It uses artificial intelligence and data insights to power contact center performance, and empower agents with greater knowledge and context, enabling them to deliver enriched and more meaningful engagements with their customers. We were able to provide scale above and beyond what we could have established with an on-premises solution.”.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Most call center software solutions fall under one of these common types.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

AWS Machine Learning

NOVEMBER 26, 2024

By harnessing the power of threat intelligence, machine learning (ML), and artificial intelligence (AI), Sophos delivers a comprehensive range of advanced products and services. The Sophos Artificial Intelligence (AI) group (SophosAI) oversees the development and maintenance of Sophos’s major ML security technology.

APIs 101

APIs Metrics SaaS Engineering 101

Cisco - Contact Center

AUGUST 18, 2020

Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. Webex Contact Center Analyzer enhanced search.

Contact Center 90

Contact Center contact center solutions Analytics Entertainment 90

AWS Machine Learning

SEPTEMBER 20, 2024

Amazon Q Business is a fully managed, generative artificial intelligence (AI) powered assistant that can address the challenges mentioned above by providing 24/7 support tailored to individual needs. Additionally, Amazon Q Business also supports plugins to enable users to take action from within the conversation.

Wireless 103

Wireless Enterprise APIs Chatbots 103

AWS Machine Learning

JANUARY 28, 2025

In production generative AI applications, responsiveness is just as important as the intelligence behind the model. In interactive AI applications, delayed responses can break the natural flow of conversation, diminish user engagement, and ultimately affect the adoption of AI-powered solutions.

Benchmark 75

Benchmark APIs Engineering Metrics 75

AWS Machine Learning

MAY 30, 2024

In this blog, we walkthrough the architectural components, evaluation criteria for the components selected by Vitech and the process flow of user interaction within VitechIQ. The following is an example of a prompt used in VitechIQ: """You are Jarvis, a chatbot designed to assist and engage in conversations with humans.

Chatbots 129

Chatbots Engineering APIs Technology 129

AWS Machine Learning

JULY 29, 2022

Customer satisfaction is a potent metric that directly influences the profitability of an organization. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR). Deploying the solution. Testing the solution.

Contact Center 131

Contact Center Interactive Voice Response Self service Accountability 131

Infinity

MAY 25, 2022

Even better, what if you could understand the precise moment, word, or tactic that secured the deal… and you could roll that tactic out across your call centre to optimise performance and drive conversions every single time? That’s where call centre tracking and metrics come in. How do call centres track performance?

Metrics 52

Metrics Average Handle Time Upselling Abandon rate 52

pindrop

AUGUST 22, 2021

The qualitative aspect of the caller-agent connection goes well beyond any statistics and metrics that contact centers use to measure and improve on their work performance. Read the Blog. Learn about one of the most important technology trends in banking and financial institutions today, Artificial Intelligence (AI).

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

AWS Machine Learning

AUGUST 2, 2024

This blog is part of the series, Generative AI and AI/ML in Capital Markets and Financial Services. Investors and analysts closely watch key metrics like revenue growth, earnings per share, margins, cash flow, and projections to assess performance against peers and industry trends.

Engineering 130

Engineering Scripts Metrics APIs 130

AWS Machine Learning

FEBRUARY 5, 2025

In this blog post, we explore a real-world scenario where a fictional retail store, AnyCompany Pet Supplies, leverages LLMs to enhance their customer experience. Integrating with Amazon SageMaker JumpStart to utilize the latest large language models with managed solutions. Specifically, this post will cover: What NeMo Guardrails is.

Chatbots 110

Chatbots Construction Best practices APIs 110

TechSee

AUGUST 26, 2024

In this blog post, we will explore these pain points, discuss best practices, and describe how AI and automation can not only improve call center customer service – they can revolutionize it. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

AWS Machine Learning

MAY 29, 2024

For those seeking flexible and economical solutions, the ability to use and customize these powerful models holds immense potential. In this blog post, we demonstrate how to fine-tune and deploy the LLaVA model on Amazon SageMaker. She is passionate about researching methodological approaches for machine and human intelligence.

Scripts 132

Scripts Healthcare Metrics Finance 132

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. We’ve launched Webex Contact Center in multiple geographies, and recently introduced Webex Contact Center Enterprise , a robust, scalable, cloud contact center solution that meets the unique and sophisticated needs of very large enterprises.

Contact Center 95

Contact Center Enterprise contact center solutions Cloud contact 95

Cisco - Contact Center

FEBRUARY 18, 2020

Many of our customers across the globe and from many industries have shared with us their struggle to balance the need for innovation with cloud-based capabilities powered by artificial intelligence (AI) to stay competitive while maximizing their valuable on-premises contact center investments in people, process, and technology.

Contact Center 94

Contact Center Enterprise Self service contact center solutions 94

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. What are the Benefits of using a WFO Solution? What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. What is Conversational AI?

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

ProProfs Blog

DECEMBER 14, 2018

Things like previous conversations, and data from third-party integrations, are really important if you want to provide excellent customer service. Gives the company – insights into performance and quality assurance metrics. Businesses can learn where customers face difficulties through accurate reporting and metrics.

Surveys 142

Surveys Customer Support Metrics call center software 142

Outsource Consultants

JANUARY 31, 2025

This blog post will explore effective strategies for leveraging these services, from developing targeted call lists to implementing cutting-edge technology. Maximizing Lead Generation Call Effectiveness Precision Targeting for Higher Conversion A refined call list is crucial. Sales growth is the lifeblood of any business.

Call Center 67

Call Center Sales outsourcing CRM 67

bold360 Blog

OCTOBER 28, 2019

It’ll take acknowledging the problem and bringing light to solutions. Chatbots are just screaming for the ability for conversational interfaces to engage in a more culturally relevant way. Chatbots are just screaming for the ability for conversational interfaces to engage in a more culturally relevant way. Davar Ardalan.

Chatbots 63

Chatbots Metrics Personalization Technology 63

ProProfs Blog

DECEMBER 21, 2020

But the worst part is that companies end up either giving incomplete solutions to the customer during the support process or the customers are forced to explain themselves to multiple support operators. Calculating the metrics is simple. That’s not a statement, but a fact. To put it bluntly, you can’t improve what you don’t measure.

Surveys 148

Surveys Benchmark Feedback Sales 148

REVE Chat Blog

NOVEMBER 6, 2019

Digital transformation and artificial intelligence (AI) have evolved customer expectations. Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

AWS Machine Learning

SEPTEMBER 30, 2024

Common generative AI use cases, including but not limited to chatbots, virtual assistants, conversational search, and agent assistants, use FMs to provide responses. To leverage this feature you can run the import process (covered later in the blog) with your model weights being in Amazon Simple Storage Service (Amazon S3).

APIs 93

APIs Real estate Accountability Metrics 93

REVE Chat Blog

APRIL 8, 2020

You can use satisfaction metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score) or CES (Customer Effort Score) to know about how your customers feel. Knowing your customer’s preferences, interests helps you to connect through personalized conversations that strengthen your relationship.

Omni-channel support 98

Omni-channel support Self service Chatbots Feedback 98

Nicereply

NOVEMBER 5, 2019

There are two main ways that customer support teams can do this: First of all, start by focusing on customer engagement metrics, not queue-crushing metrics. They can effectively make suggestions, offer value and provide customers with help that’s an “add-on” to the experience, rather than a necessary conversation.

Customer Service 96

Customer Service Chatbots Customer Support Enterprise 96

CustomerSuccessBox

APRIL 19, 2022

The widespread adoption of business analytics has led to myriad analytics tools and solutions. Most of which can be overwhelming for organizations trying to determine what type of analytics solution they need for their particular use case. Metrics at different stages of the customer journey that require analytics.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. But, though the positives may be clear in theory, what is the concrete impact on business?

voip 104

voip Accountability Customer retention Technology 104

Lumoa

JANUARY 15, 2024

One effective solution lies in conversational commerce. This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? Let’s explore what forms that technology can take.

Customer Experience 78

Customer Experience Chatbots Best practices Metrics 78

ProProfs Blog

MAY 24, 2019

Customer Lifetime Value (CLV) is a metric that helps to quantify the net profit acquired by a company through the lifetime relationship of one customer towards its brand. That’s because the live chat tool allows operators to track a visitor in real-time and initiate a conversation in strategic time.

Customer retention 151

Customer retention Surveys Telecommunications Feedback 151

AWS Machine Learning

JANUARY 29, 2025

Intelligent document processing , translation and summarization, flexible and insightful responses for customer support agents, personalized marketing content, and image and code generation are a few use cases using generative AI that organizations are rolling out in production. These safeguards are FM agnostic.

Enterprise 97

Enterprise Government Accountability Finance 97

Nicereply

MARCH 2, 2022

Our ancestors only had conversations face-to-face, Nintendo famously had a phone-line to help out their gamers in the 1990s and now we are witness to bots automatically answering questions. You are creating customer intelligence and market intelligence. These work well when the solution set is relatively simple.

Management 97

Management Chatbots Metrics Technology 97