Cisco - Contact Center

SEPTEMBER 9, 2019

” AI in the Contact Center. In a Customer Care (CC) environment, one of the primary objectives of any AI component is to support and assist agents in their work and potentially even replace some of them, so we should ask ourselves how far are we from such a goal today? CISCO and AI in Contact Centers.

Contact Center 85

Contact Center Customer Care Engineering Telemarketing 85

Fonolo

APRIL 6, 2020

Not only does it save you money on hardware costs and expensive storefront commercial spots, but many software programs, or app, work on mobile devices; they can monitor agent results, and, analyze call data for as little as $20 a month. The Best Apps for Virtual Contact Center Teams. Using Virtual Contact Center Apps .

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

Contact Center 95

Contact Center Scripts Average Handle Time First call resolution 95

Uniphore

AUGUST 12, 2021

The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Offering variety can help create more successful outcomes for customers with a lower AHT for agents — a win on both sides of the phone line. View Webinar.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

Avaya

APRIL 10, 2019

25% reduction in agent turnover. Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

DMG Consulting

JUNE 11, 2019

Three Pillars of AI for Contact Centers. View this document on the publisher’s website. This means that the solution must utilize at least one of three pillars of AI for the contact center: natural language understanding/generation/processing (NLU/NLG/NLP), machine learning and real-time analytics.

Contact Center 67

Contact Center Analytics Virtual Agent contact center solutions 67

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. View this document on the publisher’s website. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. August 2017. By Donna Fluss. Self-service.

Contact Center 69

Contact Center Technology Big data Gamification 69

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. QnABot can retrieve relevant passages from an Amazon Kendra index (containing AWS documentation).

Self service 103

Self service APIs Transportation Contact Center 103

DMG Consulting

OCTOBER 4, 2017

The 3 Contact Center Applications That Pay for Themselves. View this document on the publisher’s website. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. Intelligent Virtual Agents (IVAs).

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

DMG Consulting

AUGUST 31, 2021

Answer: Digital transformation, spurred on by the pandemic, has resulted in enterprises finally giving customers what they’ve wanted for the past five years – the ability to interact in their channels of choice, whether voice or digital, assisted by intelligent virtual agents (for self-service), as well as live agents, when needed.

Virtual Agent 78

Virtual Agent Self service Enterprise Contact Center 78

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

DMG Consulting

AUGUST 2, 2017

The Omni-Channel Agent Experience. View this document on the publisher’s website. Contact center agents, and other company employees, must be able to deliver a consistent, personalized customer experience across all channels, and provide timely resolution, ideally in the first contact. By Donna Fluss.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. View this document on the publisher’s website. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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

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

JustCall

APRIL 3, 2024

Talkdesk is a contact center platform with customizable auto dialing modes (preview, power, predictive). Nice CXone is an enterprise contact center suite with robust auto dialer and campaign management tools. Features like Virtual Agent, Voice Biometrics, and Agent Assist increase call efficiency.

Sales 52

Sales CRM Scripts APIs 52

SmartAction

MAY 23, 2019

Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. While conversational AI technology is amazing and transformative for the contact center, it is only a toolset. This is why data and documentation in your contact center are so important.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

DMG Consulting

MARCH 1, 2020

View this document on the publisher’s website. Some might say adoption grew because live agent support wasn’t much better and that using an IVR didn’t require waiting on hold, so it became a convenient habit. Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. By Donna Fluss. The Business Opportunity.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

DMG Consulting

MARCH 1, 2019

View this document on the publisher’s website. One of our client’s employees fax documents back and forth even though they’re sitting 30 feet from each other. paying contact center workers a fair wage, equivalent to what other employees are paid. Customer Service Is Everyone’s Responsibility. By Donna Fluss.

Customer Service 72

Customer Service Average Handle Time Virtual Agent Contact Center 72

DMG Consulting

AUGUST 1, 2017

View this document on the publisher’s website. Contact centers are ahead of the game when it comes to digital transformation. Contact centers have been talking about omni-channel environments for more than 5 years (and multi-channel environments for the previous 15 years). By Donna Fluss.

Virtual Agent 48

Virtual Agent Contact Center Enterprise Best practices 48

DMG Consulting

JANUARY 3, 2020

View this document on the publisher’s website. Attended: RPA can “sit side-by-side” with an agent or employee at their desktop application and assist them with their tasks. RPA, robots, bots, intelligent virtual agents, and similar solutions intended to improve productivity and quality are here to stay. 10/31/2019.

Best practices 59

Best practices Virtual Agent Morale Contact Center 59

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. Develop sophisticated performance analytics that evaluates contact center metrics. Understand top tier contact center operations and benefits. More Blogs Menu.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

DMG Consulting

FEBRUARY 15, 2018

View this document on the publisher’s website. Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. IVAs Can Remake the Self-Service Landscape. By Donna Fluss.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

MAY 21, 2020

View this document on the publisher’s website. Last year was a great year for service organizations and contact centers—even when it was clear that customers and clients were often displeased with levels of service (with a few notable exceptions). 5 Customer Service Trends That Point to a Promising Future. By Donna Fluss.

Big data 59

Big data Customer Service Contact Center Enterprise 59

DMG Consulting

DECEMBER 7, 2017

View this document on the publisher’s website. The benefits for the contact center technology market are going to be tremendous, even though it will take a few more years before AI is ready for prime time. I would like to receive the monthly DMG Newsletter. AI: On the Right Path but Not Yet Real. 10/24/2017.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. Semantic analytics can be used to examine documents with a higher level of intelligence than a pure keyword search.

Best practices 52

Best practices Customer Service Management Contact Center 52

DMG Consulting

MAY 21, 2020

View this document on the publisher’s website. DMG’s crystal ball shows an amazing outlook for the world of service and contact centers. Displaced contact center employees can move into new functions, such as administering robotics and AI initiatives.). VISION 2020. By Donna Fluss.

Contact Center 48

Contact Center Transportation Enterprise Self service 48

DMG Consulting

FEBRUARY 25, 2019

View this document on the publisher’s website. Enterprises are starting to leverage sophisticated AI-enabled technologies—intelligent virtual agents (IVAs), robotic process automation (RPA), predictive modeling, and speech analytics—to thrive in the era of the personalized customer journey. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

TechSee

FEBRUARY 12, 2018

There are VCAs that can follow simple instructions with no ability to make decisions, VCAs that process natural language to understand the intent of a customer, and VCAs that are able to utilize advanced computer vision to identify the needs of the customer – from analyzing a document to identifying a device in need of support.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

There are VCAs that can follow simple instructions with no ability to make decisions, VCAs that process natural language to understand the intent of a customer, and VCAs that are able to utilize advanced computer vision to identify the needs of the customer – from analyzing a document to identifying a device in need of support.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

DMG Consulting

JANUARY 17, 2019

View this document on the publisher’s website. Recent advancements in artificial intelligence, coupled with consumer partiality for digital channels, are driving interest in and adoption of intelligent virtual assistants (IVAs) and a related technology, robotic process automation (RPA), or “bots.” By Donna Fluss.

Self service 66

Self service Best practices Contact Center Healthcare 66

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. For more information about Archy’s OAuth requirements, refer to Prerequisites in the Archy installation documentation.

Virtual Agent 70

Virtual Agent Call flow Interactive Voice Response Contact Center 70

3CLogic

SEPTEMBER 28, 2022

The ServiceNow Healthcare platform gives control to the patients and improves their experience by offering digital self-service options for common requests and virtual agent experiences that further enhance the self-service options available to patients. Improved Patient Care Experiences. Streamlined Operations.

contact center solutions 52

contact center solutions Healthcare Cloud contact Contact Center 52

DMG Consulting

JANUARY 4, 2019

View this document on the publisher’s website. IVA Is the Future of Voice Self-Service. By Donna Fluss.

Self service 69

Self service Interactive Voice Response Best practices Consulting 69

DMG Consulting

MAY 3, 2019

Question: We’re considering the addition of intelligent virtual agent capabilities to provide 24/7 customer service. How can we confirm they will provide the same information as our contact center agents? and from external sources (the web, customers, etc.).

Contact Center 59

Contact Center Virtual Agent Enterprise CRM 59

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64