AWS Machine Learning

JANUARY 5, 2024

This post was written in collaboration with Bhajandeep Singh and Ajay Vishwakarma from Wipro’s AWS AI/ML Practice. This increases the cost of infrastructure maintenance and hampers productivity. Its AI/ML solutions drive enhanced operational efficiency, productivity, and customer experience for many of their enterprise clients.

Management 110

Management APIs Engineering Government 110

Expivia

FEBRUARY 25, 2024

But with Auto QA fueled by AI and cutting-edge prompting techniques, we’re witnessing a revolution in real-time evaluation. In this blog, we embark on a journey through practical QA scenarios, illuminating how Auto QA, enhanced with advanced prompting , is reshaping the assessment landscape.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Depending on the organization impacted, this can include (for instance) some of the following items: Fixes to the existing product (e.g. With AI, you can get answers to most of your “why” questions.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

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

AWS Machine Learning

OCTOBER 5, 2023

Artificial intelligence (AI) and machine learning (ML) have seen widespread adoption across enterprise and government organizations. Processing unstructured data has become easier with the advancements in natural language processing (NLP) and user-friendly AI/ML services like Amazon Textract , Amazon Transcribe , and Amazon Comprehend.

Benchmark 96

Benchmark Best practices Metrics Government 96

Comm100

MAY 25, 2022

Furthermore, contact center automation enables agents to learn new skills and shifts the strategy from answering as many calls, chats, and texts, as possible. Typically, contact centers experience demand spikes because of holidays, seasonal changes, service issues, and product recalls. Enhancing Contact Centers.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Beyond Philosophy

MARCH 19, 2020

The next progression is to prove that they should keep them based on their production. We have a program called Emotional Signature® research , which helps organizations tell the difference between what customers say is important and what is. AI Seems to Be the Least of Your Worries. To be honest, I am shocked.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

Beyond Philosophy

MARCH 16, 2023

One year I called out the team’s habit of ignoring the report. So, rather than relying on human decision-makers, they will use AI and technology to make these decisions. Moreover, Morgeson says that from a strategic customer satisfaction perspective, you don’t want to have perfect satisfaction scores.

Technology 221

Technology Marketing Self service Customer Experience 221

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. AI tools can help automate and analyze customer feedback with much precision and uniformity while saving time and resources for companies.

Feedback 83

Feedback Chatbots Analytics Metrics 83

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? Similarly, AI-powered chatbots mean businesses can offer 24/7 support. They should be able to answer simple questions and guide customers to products. What’s the warranty?

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

SmartAction

DECEMBER 8, 2023

In the heart of the city stood a bustling contact center, a hub of endless calls and queries. However, the center faced challenges that seemed insurmountable – until Alex discovered the magic of conversational AI. This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

NobelBiz

MAY 14, 2024

But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? This field integrates advanced technologies such as artificial intelligence (AI) and natural language processing (NLP) to parse and analyze communication data. What Is Conversational Analytics?

Analytics 59

Analytics Call Center Contact Center Sales 59

Tethr

AUGUST 27, 2020

AI gives your voice of the customer programs the edge they need to make measurable change. As businesses continue to attempt to close the gap on a customer’s expectations for a product or service and what they actually experience, an accurate overview of the customer’s opinions, critiques and desires is essential.

Enterprise 118

Enterprise Customer effort Upselling Call Center 118

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? The same is true for first call resolution and average handle times. And how do offshore solutions, interpreters, and texting play a role? But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Comm100

FEBRUARY 10, 2022

For example, after a customer buys a product, one of Glossier’s representatives reaches out to them via automated email responder. This is a great way to uncover product issues before your customers get seriously frustrated. Capture insights about your customers’ demographics, product knowledge, preferences, and buying capacity.

Personalization 52

Personalization Customer Service Chatbots Self service 52

SmartAction

APRIL 11, 2024

Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Use your CRM.

Virtual Agent 68

Virtual Agent Interactive Voice Response Call flow Contact Center 68

JustCall

MARCH 29, 2022

In this blog, we explore the emergence of such ‘Super Reps’ and what they mean for customer experience. Meanwhile support agents attended to customers- answering calls, responding to queries, and attempting to reduce customer churn. The agent-AI pairing is one of the key elements driving the CS 2.0 Meet the ‘Super Rep’.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Hodusoft

SEPTEMBER 6, 2023

What’s the Role of Lead Generation in an Outbound Call Center? Outbound call centers come in many shapes and sizes. It’s not uncommon to find different types of outbound call centers performing different activities. In the outbound call center context, there are five types of leads: 1. You would call them warm leads.

Call Center 96

Call Center call center software Scripts Best practices 96

SmartAction

FEBRUARY 27, 2023

Customers can receive assistance tailored to their specific needs and inquiries because the IVA recognizes who the customer is and understands the intent for the call. Conversation AI and NLU is configured based on business requirements to handle a wider range of inquiries and provide more detailed answers. Higher containment.

Interactive Voice Response 76

Interactive Voice Response Contact Center Virtual Agent Self service 76

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software.

Feedback 83

Feedback Banking Chatbots Automotive 83

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. What Is an NPS Software?

Surveys 103

Surveys Analytics Feedback Benchmark 103

JustCall

JANUARY 29, 2024

If you’re eyeing JustCall and Convoso, chances are you’re on the hunt for a robust and user-friendly cloud-based call center solution. 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.

Sales 52

Sales Abandon rate APIs CRM 52

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. 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. So, how do you manage call surges during unanticipated high-traffic periods?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Fonolo

MARCH 21, 2024

It underpins some of the most useful tools agents have to handle large and changing call volumes. Without it, mayhem would quickly ensue when calls come rushing into your contact center without any way to prioritize them or create order. When your number is up, you’ll get a sandwich – or a call-back!

Contact Center 75

Contact Center Abandon rate Multichannel Wait times 75

Expivia

FEBRUARY 14, 2024

Guide to Preparing Your Contact Center for AI Integration The integration of Artificial Intelligence (AI) in call centers represents a monumental shift in how customer experiences are delivered. companies tell you, to do AI properly, you need to put in the work to do it right. AI is not plug-and-play.

Contact Center 52

Contact Center Call Center Metrics Scripts 52

Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Still, maybe Duplex was not the right product to illustrate the point.

Call Center 209

Call Center Self service Contact Center Chatbots 209

SmartAction

NOVEMBER 8, 2023

Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Use your CRM.

Virtual Agent 88

Virtual Agent Interactive Voice Response Call flow Contact Center 88

JivoChat

AUGUST 10, 2023

Affiliate marketing is a strategy where businesses partner with professional affiliates in order to promote and sell their products. These products are known as “affiliate products” because affiliates gain commissions anytime someone buys them using their affiliate link. Here are six examples to help inspire you: 1.

Sales 75

Sales Marketing SaaS Construction 75

SmartAction

APRIL 11, 2024

Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Use your CRM.

Virtual Agent 52

Virtual Agent Interactive Voice Response Call flow Contact Center 52

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. Both are vital to measurement. They weren’t.

Metrics 312

Metrics Finance Surveys Consulting 312

3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Cisco - Contact Center

JUNE 18, 2020

We acquired Voicea, and quickly integrated new AI-powered agent call transcription capabilities that improve productivity and call wrap-up efficiency through best in class word error rate and transcription accuracy performance. Focus on AI. Flexible Cloud, Premises, and Hybrid Deployment Options.

Contact Center 128

Contact Center Enterprise contact center solutions Cloud contact 128

JustCall

AUGUST 8, 2023

Among the transformative technologies making waves in the industry, Conversational AI has emerged as a game-changer. By leveraging Natural Language Processing (NLP), machine learning, and chatbots/virtual assistants, Conversational AI offers a new-age solution that enhances customer interactions and drives tangible business outcomes.

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

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 125

Contact Center Enterprise Self service contact center solutions 125

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. What Conversational AI Offers Sales in 2022 increased by 67% when using conversational AI.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65