SmartAction

APRIL 1, 2020

SmartAction is responding to the current crisis with a Rapid Response Virtual Agent that intercepts callers with a seamless channel switching experience to answer commonly asked questions and even screen callers to create an escalation path (e.g. COVID-19 triage questions for healthcare providers). For a live demo, visit [link].

Virtual Agent 57

Virtual Agent Contact Center Healthcare Government 57

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Foundational component of next-gen, digitally transformed service organizations. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JULY 8, 2022

The Contact Center and Back-Office Automation Opportunity. DMG estimates that 50% of the activities performed by a customer service agent while handling a call can be automated. This is independent of the percentage of calls that can be displaced by an intelligent virtual agent (IVA).).

Contact Center 54

Contact Center Average Handle Time Virtual Agent Healthcare 54

TechSee

AUGUST 14, 2018

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments. Visual IDSS – Transforming Contact Centers of the Future.

Contact Center 95

Contact Center Average Handle Time Scripts First call resolution 95

3CLogic

DECEMBER 1, 2022

When it comes to complex issues, it’s easier to solve problems and communicate clearly over the phone – and this is true not only in the customer service industry but across professional spheres. On one side, their service management systems can store customer and employee information and digital communication data.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

CSM Magazine

MARCH 18, 2021

Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots).

Customer Service 75

Customer Service Chatbots Virtual Agent Contact Center 75

Playvox

SEPTEMBER 1, 2021

Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their questions, customer service agents are central to business growth and effective operations. The Future of Customer Service Channels is Now. Face-to-Face Video Communications.

Customer Service 68

Customer Service Virtual Agent Healthcare Education 68

Fonolo

JUNE 17, 2021

Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy.

Call Center 140

Call Center Morale Gamification Employee engagement 140

EPIC Connections

FEBRUARY 19, 2019

Delivering results within the corporate structure is primarily driven by meeting customers’ needs and reducing operating costs. This has kept the top three concerns of contact center executives fairly consistent over time. Dramatically reduce call handling times by resolving many issues prior to agent transfer.

Contact Center 54

Contact Center Call flow Interactive Voice Response Self service 54

SmartAction

APRIL 15, 2019

Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. Automate More with Virtual Agents.

Self service 59

Self service Virtual Agent Interactive Voice Response Best practices 59

DMG Consulting

SEPTEMBER 14, 2021

Companies are re-evaluating their salary structures as they struggle to hire people for traditionally low-level jobs, including: contact center/customer service representatives, bank tellers, retail clerks, servers, hospitality workers, flight attendants, healthcare aides, and more.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

SmartAction

MAY 6, 2019

Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents.

Self service 44

Self service Virtual Agent Best practices Contact Center 44

Interactions

MAY 14, 2020

We surveyed more than 1,000 people about their comfort levels towards automation in customer service, grocery stores, healthcare, privacy, and self-driving cars in comparison with before the novel coronavirus crisis. Contact Center Challenges. The pandemic has caused an interesting conflict within contact centers.

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

SmartAction

MAY 6, 2019

Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents.

Self service 40

Self service Virtual Agent Best practices Contact Center 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. That being said, there is a time and place for reactive, depending on your customer strategy. and develop a holistic strategy.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

SmartAction

JANUARY 16, 2020

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.” For example, scheduling appointments used to be a huge hang-up for Virtual Agents.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

SmartAction

SEPTEMBER 5, 2018

Everyone has their own story, no matter if it is in financial, healthcare, insurance, retail, utilities, or travel industries. Cloud-based AI automation that seamlessly integrates with your call center can provide a much more simplified, low-effort process for your customers when they call. Repetitive Inbound Conversations.

Call Center 40

Call Center Virtual Agent Automotive Entertainment 40

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Predict the buying behaviors and preferences of your customers. Detect customer sentiments and emotions to make efficient decisions and enhance experiences. Tips for getting new customers.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

Stafford Communications

SEPTEMBER 10, 2019

It’s likely that within a few years we will see AI enhance many of the current tasks being performed by live agents, helping to streamline processes and reduce costs. Here are some examples of how AI is helping in call centers: Virtual Agents.

Call Center 52

Call Center Interactive Voice Response outsourcing Virtual Agent 52

Stafford Communications

SEPTEMBER 10, 2019

It’s likely that within a few years we will see AI enhance many of the current tasks being performed by live agents, helping to streamline processes and reduce costs. Here are some examples of how AI is helping in call centers: Virtual Agents. Replacing Call Centers with AI is Not Likely. Healthcare.

Call Center 61

Call Center Interactive Voice Response outsourcing Virtual Agent 61

DMG Consulting

JANUARY 17, 2019

IVAs are catching on in a range of verticals, where they can serve as personal shoppers, ensure compliance with healthcare protocols, book reservations or schedule appointments, assist with financial decisions, or determine how to efficiently manage utility expenses. IVA Best Practices .

Self service 66

Self service Best practices Contact Center Healthcare 66

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

Global Response

FEBRUARY 13, 2022

Of course, an in-house call center model keeps your call center literally within your own team. But most businesses and brands are better served by an outsourced call center, where a dedicated team of customer service experts manages the hiring, training, services and data analytics of the call center.

Call Center 62

Call Center outsourcing virtual call center Bilingual agents 62

CSM Magazine

MARCH 15, 2024

From healthcare to financial services, gaming, retail, and insurance, we’ve seen firsthand how AXP empowers organisations to transform their customer experience (CX) operations. million policyholders to transition to Avaya’s cloud-based contact centre solutions. What about existing Avaya customers?

Customer Experience 52

Customer Experience Virtual Agent Healthcare Cloud contact 52

Serenova

OCTOBER 13, 2020

The contact center certainly isn’t spared, and no one has time to be concerned with buzzwords that don’t deliver on their promise, particularly in the midst of a continued global pandemic where customer service and demands have never been more spotlighted on center stage. Improving the Customer Experience.

Interactive Voice Response 66

Interactive Voice Response Customer Experience Virtual Agent Contact Center 66

Serenova

OCTOBER 13, 2020

The contact center certainly isn’t spared, and no one has time to be concerned with buzzwords that don’t deliver on their promise, particularly in the midst of a continued global pandemic where customer service and demands have never been more spotlighted on center stage. Improving the Customer Experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Virtual Agent Contact Center 52

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. Additional findings from Waterfield Tech’s research include: The Value of Investing in the Contact Center.

Customer Experience 52

Customer Experience Telecommunications Virtual Agent Contact Center 52

Global Response

MAY 1, 2023

That’s an inbound call center, and it’s one of the most common call center models. Inbound call centers manage incoming customer communications, either by phone or multiple channels. Multichannel call centers handle inbound customer communication on a variety of channels, not just phone calls.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

Uniphore

OCTOBER 21, 2021

Uniphore’s integrated Conversational Automation (CA) platform now combines Conversational AI, workflow automation, Robotic Process Automation (RPA), low-code/no-code capabilities and a business friendly UX to transform and democratize customer experiences. Conversational Automation really is the next frontier in digital transformation.

Interactive Voice Response 75

Interactive Voice Response Self service Call flow Virtual Agent 75