Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. By Martin Cross , Chief Strategy Officer at Connect. Shifting the status quo.

Technology 92

Technology Average Handle Time Cloud contact First call resolution 92

3CLogic

FEBRUARY 7, 2024

As Kathy Ross, Sr Director Analyst, at Gartner explains , " When a service organization builds paths to resolution through digital channels that are independent of assisted-service channels, it may result in a disconnected, high-effort customer service experience ”.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Talkdesk

APRIL 14, 2020

It is crucial to ensure that agents can work from home and comply with increasing social distancing and self-isolation. A cloud native contact center infrastructure offers the most comprehensive and suitable solution, especially if it is mobile friendly. The chart below shows this behavior.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

Talkdesk

APRIL 23, 2020

Customers change their opinion about a brand based on a bad customer experience, which shows that all interactions count. The 21st-century customer is extremely demanding and seeks real-time, personalized, effective and immediate customer service to solve their problems.

Contact Center 52

Contact Center Virtual Agent Cloud contact Chatbots 52

NobelBiz

JANUARY 10, 2021

For some time now, Chatbots have become famous in contact centers. It is an artificial intelligence tool that can be described as a virtual agent. Indeed, it can interact with customers via instant messaging, and exchanges are based on predetermined scripts and scenarios. Rule N° 2: Data is Everything!

Chatbots 52

Chatbots Call Center Virtual Agent Scripts 52

3CLogic

MAY 26, 2022

The more information you have on each customer interaction, the more likely you are able to successfully manage and respond to customer needs. Why Customer Experience Management Is Important. According to Adobe’s study into digital trends, many organizations are feeling the effects of not prioritizing the customer experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Enghouse Interactive

JULY 5, 2019

Art Schoeller will also provide his expert insight as to where the cloud contact center industry is evolving and will discuss the latest advancements in Artificial Intelligence (AI); Robotic Process Automation (RPA); and Virtual Agents/Chat-bots.

Virtual Agent 45

Virtual Agent Contact Center Cloud contact Management 45

Cisco - Contact Center

FEBRUARY 5, 2020

There was a particular focus on the Go To Market aspects and the role of Cisco Contact Center partners. Innovation and trends in Contact Centers market. An open architecture for modern Contact Center. Two live demos of Google AI integration in Cisco Contact Centers. Agent Assistance services.

Contact Center 62

Contact Center contact center solutions Virtual Agent Interactive Voice Response 62

NobelBiz

JANUARY 10, 2021

What are its advantages for contact centers? A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. However, this virtual agent can execute some jobs better than other interfaces. What is a chatbot?

Chatbots 52

Chatbots Contact Center Virtual Agent Scripts 52

Dialer 360

SEPTEMBER 7, 2018

Eventually, this has been the trends in last few months. The industry is showing the promising trends concerning market enhance and abridged policies. Same time technological innovation as process automation or virtual computing. Industries are aware of poor customer service that can prove to detrimental.

outsourcing 20

outsourcing Call Center Contact Center Education 20