UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

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

Creative Virtual

OCTOBER 4, 2018

By Mandy Reed, Marketing Manager (Global). 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. They are missing a chatbot.

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

JustCall

AUGUST 8, 2023

Contact centers are a great example of how technology can be used to make jobs more efficient. Previously, contact center agents had to physically dial multiple numbers every day. Machine learning (ML), natural language processing (NLP), and other forms of AI are bound to make lives easier for these agents.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

NobelBiz

APRIL 30, 2024

It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers. For every second that chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers. For every second that chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Fonolo

OCTOBER 5, 2023

2023 was all about chatbots. FREE WEBINAR: Is Your Chatbot Really Just an IVR? With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. If your chatbot seems like an IVR, are you doing something wrong? Join us Oct.

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

DMG Consulting

MAY 2, 2024

Intelligent virtual agents (IVAs)—a.k.a. chatbots, voicebots, or just plain bots—can automate many tasks and inquiries previously handled by live agents, reducing operating expenses. This reduces costs and enables customers to receive the same answer regardless of their interaction channel.

Self service 59

Self service Virtual Agent Contact Center CRM 59

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

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.”

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Revation Systems

OCTOBER 14, 2021

SAN FRANCISCO–( BUSINESS WIRE )–Revation Systems, a leader in cloud-based, compliant messaging and communications, today announced the company has been included in the list of 2021 ‘Hot Vendors in Artificial Intelligence (AI) for the Intelligent Contact Center’ by Aragon Research.

Contact Center 62

Contact Center Virtual Agent Chatbots Analytics 62

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. from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Creative Virtual

APRIL 21, 2022

By Mandy Reed, Global Head of Marketing. Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason. Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Creative Virtual

FEBRUARY 2, 2022

By Mandy Reed, Global Head of Marketing. From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. Improve agent experience and boost productivity.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

Talkdesk

APRIL 23, 2020

In a globalized market, there are plenty of options to choose from and competition is just a click away, so ensuring an excellent customer experience in all interactions is undoubtedly the real competitive advantage for companies today. However, many companies have not yet addressed the most basic weaknesses in their contact centers.

Contact Center 52

Contact Center Virtual Agent Cloud contact Chatbots 52

Fonolo

APRIL 6, 2020

Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI. You may think that call centers are for big companies but the truth is, they have a lot of value for small and medium-sized businesses as well. Bitrix24.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TechSee

OCTOBER 9, 2018

Use AI-based virtual assistants – Millennials are very open to communication with virtual entities – chatbots – including voice-based assistants and visual virtual technician. According to a Retale poll, 86% of Millennials said that brands should use chatbots to promote products and services.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The past year was excellent for the CBCCI market.

Consulting 48

Consulting Consulting Contact Center Marketing 48

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Yet, 95% are not successfully using AI, according to a CCW Digital Market Research study earlier this year. A Platform to Handle Complexity. Accurate NLP.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

Creative Virtual

MAY 4, 2021

By Mandy Reed, Global Head of Marketing. Forrester analyst, William McKeon-White writes about this as part of his research on help desk chatbots. If users don’t have a good experience with the chatbot, they won’t keep using it. It’s important to understand this as you build your business case for a conversational AI tool.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

Aspect

MAY 15, 2018

According to the European Union , the AI market is expected to grow from about $664 million in 2017 to $3.88 The AI market is somewhat unique, as far as new technologies go, because we have a clear standard for what the technology should be able to achieve: the same physical and intellectual capacity that we have as human beings.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

TechSee

APRIL 21, 2021

These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

Call Center 136

Call Center Contact Center Self service call center solutions 136

Xaqt

JUNE 3, 2020

While there is both hype and promise surrounding the potential of AI assisting humans in the Contact Center, I believe the inverse is actually the most effective starting point. Whereby humans assist and train AI Digital Agents to improve their interactions with, humans. These are data and skills that most organizations lack.

Contact Center 40

Contact Center Virtual Agent Interactive Voice Response Engineering 40

Creative Virtual

DECEMBER 7, 2021

By Mandy Reed, Global Head of Marketing. Welcome to Creative Virtual’s annual year in review blog post for 2021! Published in March, the report compared 19 vendors based on the depth of their service offerings and market presence.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Jon Arnold

MAY 6, 2021

Much like Zoom has been the right technology at the right time to enable work from home, Five9 provides a pretty complete CCaaS solution as contact centers rush to the cloud. As we heard, 85% of this market is still premises-based, and it’s hard to see why so many players are jumping in with all types of cloud offerings.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

Creative Virtual

AUGUST 11, 2021

By Mandy Reed, Global Head of Marketing. Deploying conversational AI solutions like chatbots and virtual agents can be risky but doesn’t have to be. These business objectives will directly inform how your chatbot or virtual agent is built and implemented.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Self service 52

CSM Magazine

MARCH 18, 2021

Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots). Chatbots rarely help. As customers, chatbots often make us feel blocked from getting the information we are looking for. We call the service center more annoyed.

Customer Service 75

Customer Service Chatbots Virtual Agent Contact Center 75

Creative Virtual

DECEMBER 10, 2020

By Mandy Reed, Global Head of Marketing. Around this time every December, I put cursor to page and fingers to keyboard to take a look back over the last 12 months and reflect on some of the highlights of the year for Creative Virtual. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

SmartAction

MARCH 7, 2023

After several years of steady growth, 2023 marks the year when the global conversational AI (CAI) market should really take off. What are the key drivers of this explosive growth in the CAI market? These market offerings blur the lines between what customers interpret as a computer conversation and a live human agent.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Self service Metrics Analytics 40

TechSee

MARCH 13, 2018

The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. The agent and machine collaborate together, with the agent’s performance enhanced by the computer’s ability to provide faster resolutions.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Xaqt

JANUARY 15, 2021

Paul Stockford of Saddletree Research, a leading analyst firm in the Contact Center industry, published today a Research Brief covering Xaqt's AI powered Vaccination Communication and Scheduling automation platform. Please contact Chris Crosby at chris@xaqt.com for questions or further commentary.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

Taylor Reach Group

JUNE 13, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Chatbots can leverage your FAQ’s to provide responses to consumers, but a good degree of configuration is often required.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

3CLogic

MAY 26, 2022

Dynamic Solutions: Customers crave multiple options to reach your contact center. Consistency: Customers expect every avenue of contact to provide the same experience. The Customer Experience (CX) Management market reached $2.9 The Customer Experience (CX) Management market reached $2.9

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52