TeleDirect

OCTOBER 25, 2023

At TeleDirect, we consider our agents the backbone of our company. AI call center technology, however, has made significant inroads into the industry. While, in our opinion, it can never replace live agents, call center AI offers remarkable advancements that can transform the experience for customers and business owners.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

Creative Virtual

JANUARY 8, 2019

People come and go within organisations of course, and that’s healthy for both the company and the people. However, there becomes a core backbone of people that make up the fabric – the culture – of what Creative Virtual stands for: passion, innovation and quirkiness are at the heart of everything we do.

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

SmartAction

NOVEMBER 1, 2023

Any technology implementation has to align with your overall business goals. The experience for customers and agents is seamless, and the solution can integrate with your current contact center platform, telephony setup, and data systems. Our virtual agents can solve 80% to 90% of customer problems. The question is “how.”

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. Unlike legacy technologies that are fully-formed when deployed, AI-based applications are iterative – they get better the more you use them. Virtual Agent. In 2023, it will become table stakes.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Creative Virtual

SEPTEMBER 22, 2022

Having worked in the virtual agent and chatbot field since 2000, I’ve experienced first-hand how these solutions and technologies have changed. The virtual agents of today are certainly not the same as those I was working on 20 years ago. It is more specifically describing the technology behind them.

Chatbots 52

Chatbots Virtual Agent Engineering Technology 52

Creative Virtual

MAY 4, 2021

Over the course of history, humans have always looked for ways to improve efficiency and productivity. Advances in artificial intelligence (AI) and machine learning have meant more potential use cases for automation technologies. The post Stop Trying to Improve Efficiency at the Expense of CX appeared first on Creative Virtual.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

NobelBiz

JANUARY 10, 2021

It is an artificial intelligence tool that can be described as a virtual agent. This is why it offers concrete answers to real problems for both agents and customers. And what are the rules for implementing such technology? Nevertheless implementing such a technology is not without risks.

Chatbots 52

Chatbots Call Center Virtual Agent Scripts 52

Creative Virtual

OCTOBER 4, 2021

Of course, technology plays a big part in this today, especially when you need to scale-up the customer service to thousands, or even millions, of customers. From simple ‘out-of-office’ automation to fully fledged virtual agents that can hold consistent, personalised conversations with millions of customers at the same time.

Virtual Agent 59

Virtual Agent Customer Service Sales Personalization 59

Creative Virtual

JUNE 17, 2021

Screenshots of the new Windows 11 have been leaked online ahead of that virtual event – you can check them out here. Whether you’re a Windows user or not, this type of announcement can highlight the need for wider discussions about the technology and systems being used internally at your organisation.

Virtual Agent 52

Virtual Agent Chatbots Technology Marketing 52

Creative Virtual

AUGUST 5, 2021

In the technology industry there tends to be a focus on being innovative, cutting-edge, and ground-breaking. Industry awards, conferences, and articles frequently showcase and reward vendors for technological innovations. Conversational AI is one technology that is regularly described with words like ‘innovative’ and ‘cutting-edge’.

Virtual Agent 52

Virtual Agent Chatbots Technology Employee engagement 52

Creative Virtual

OCTOBER 6, 2020

As the CEO of Creative Virtual, I’ve been on two sides on this equation during these tough times: supporting our customers and being a customer myself. Creative Virtual is fortunate to have many long-term customers: one of our first customers has been with us since the formation of the company (nearly 17 years ago!).

Customer Experience 59

Customer Experience Virtual Agent Chatbots Banking 59

SharpenCX

OCTOBER 15, 2023

AI-powered technologies—once only practical and feasible for large enterprises with big budgets and sophisticated expertise—are now accessible to everyone and used for both business and personal use cases. I often question and weigh new technologies as a “tool” or “toy” when it comes to contact center. But our ordering is by design.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

Contact Center Pipeline

AUGUST 12, 2020

The obvious heroes of the current crisis are, of course, the health care workers and first responders who are on the front lines caring for the sick and maintaining a brave demeanor in […]. In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception.

Virtual Agent 248

Virtual Agent Chatbots Technology Contact Center 248

Fonolo

OCTOBER 5, 2023

Of course, this conversation is evolving quickly as technology changes. They should get better with every conversation and of course, many of them actually speak – though they can use a typed-interface, too. But we’ll look at some of the things that makes each technology distinct. So, let’s dive in!

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

Lumoa

NOVEMBER 30, 2022

Now, technologies such as AI and machine learning are driving highly personalized customer experiences. Another great idea to explore is offering a digital sales agent that is voice-enabled. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. Drawbacks of conversational AI.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Creative Virtual

OCTOBER 8, 2020

Tools to bridge the gap are very important of course, but they are just tools, which must be used to connect people. It has certainly helped that we always considered our people our main asset and that everything we do focuses on people, be it our customers or the end-customer interacting with a virtual agent or chatbot.

Customer Service 52

Customer Service Virtual Agent Chatbots Technology 52

TechSee

AUGUST 14, 2018

They offer insights and proposed courses of action to decision-makers based on problem diagnosis, previous actions taken, the outcomes of those actions and other relevant contextual info. For IDSS to provide additional value, new technologies must be exploited to support customers on a higher level.

Contact Center 95

Contact Center Average Handle Time Scripts First call resolution 95

BlueOcean

OCTOBER 4, 2023

So, of course, we’re biased. We believe that your French-Canadian consumers deserve support from agents who understand not only your brand, but also understand the consumer landscape and consumer support expectations in Canada. There are, of course, pros and cons to this option. It’s our thing.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Creative Virtual

OCTOBER 4, 2021

As a member of the Creative Virtual team for over 13 years now, I find compiling this roundup makes me contemplate how much has changed in the world of customer service over that time – evolving customer expectations, new contact channels, technological advancements. But it also reminds me that some things haven’t changed.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 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. I’m not going to write up a full research note now, but will share a few takeaways and screenshots here while it’s still fresh.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Decreased average handle time by 10 percent.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

AWS Machine Learning

AUGUST 30, 2023

Add curated Q&As and text passages to the knowledge base QnABot can, of course, continue to answer questions based on curated Q&As. Clean up You can, of course, leave QnABot running to experiment with it and show it to your colleagues! But it does incur some cost—see Plan your deployment – Cost for more details.

Self service 97

Self service APIs Transportation Contact Center 97

DMG Consulting

AUGUST 31, 2018

These and many other technological and social innovations have been enabled by mega trends that include big data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart-device” generation), the gig economy, and of course, the cloud.

Contact Center 91

Contact Center Virtual Agent Healthcare Analytics 91

Playvox

SEPTEMBER 1, 2021

So it is important to understand customer needs and adopt technologies to handle their requests through the channels they want to use. They can use technology to make a difference, save lives, and have a positive effect on the planet. Eye contact is powerful and customers generally prefer live agent support.

Customer Service 68

Customer Service Virtual Agent Healthcare Education 68

Xaqt

JUNE 3, 2020

Whereby humans assist and train AI Digital Agents to improve their interactions with, humans. Despite what several vendors tout, Virtual Agents have not yet reached the point where you can just turn one on and expect it to work effectively. Unsupervised Conversational AI and Virtual Agents are like Unsupervised Live Agents.

Contact Center 40

Contact Center Virtual Agent Interactive Voice Response Engineering 40

Creative Virtual

MAY 27, 2021

Every month Creative Virtual’s Founder & CEO writes his Virtual Viewpoint column for Wharf Life , a local newspaper available in the area around the company’s headquarters in London. In his latest Virtual Viewpoint column , Chris shares his recent experience attending a string quartet recital.

Chatbots 59

Chatbots Virtual Agent Self service Technology 59

VocalCom

JULY 2, 2020

The merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic. In other words, technology can make us more “human”. However, this does not mean that agents will totally disappear from contact centers.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Global Response

APRIL 17, 2023

At Global Response, our agents are the best of the best, whether you decide to onshore, offshore or nearshore your call center. Of course, that’s how we’re able to deepen brand loyalty, improve brand reputation and strengthen customer relationships for our clients. How much focus do they place on agent training and experience?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Complex calls take longer, of course. Total Cost Per Contact.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

SmartAction

MAY 23, 2019

While conversational AI technology is amazing and transformative for the contact center, it is only a toolset. Conversational AI self-service technology requires a CX team across seven functional disciplines. Step 5 discusses the kind of CX team needed to execute the vision. What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

Creative Virtual

JANUARY 7, 2020

Being recognised for our innovation and thought leadership in the extremely fast-paced chatbot, virtual agent and live chat market is also important for the company. This validates the market of course, but also creates a lot of confusion and makes it more difficult to cut through all the noise.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

Liveops

FEBRUARY 27, 2020

Agents who are not showing up to work are likely disengaged – and possibly looking for new jobs. Of course, the agents who do come to work will feel the strains of that pressure, and they might not stick around for much longer, either. What to do: Consider augmenting your call center with a virtual model.

Call Center 62

Call Center Morale Virtual Agent Time management 62

Liveops

FEBRUARY 27, 2020

Agents who are not showing up to work are likely disengaged – and possibly looking for new jobs. Of course, the agents who do come to work will feel the strains of that pressure, and they might not stick around for much longer, either. What to do: Consider augmenting your call center with a virtual model.

Call Center 62

Call Center Morale Virtual Agent Time management 62

Inbenta

OCTOBER 23, 2017

The million dollar question for a market which will be worth billions within a few years is – can my virtual agent answer my customers’ questions? Assuming your chatbot has robust natural language processing ( NLP technology ), the most effective way to do this is through decision trees. What is a decision tree exactly?

Chatbots 75

Chatbots Virtual Agent Self service Accountability 75

CSR Inc.

JULY 3, 2016

In a similar vein, CSR went virtual before virtual was cool – and it wasn’t nearly as seamless from a technology standpoint as remote agent systems are today. Remote Agents: Tech-Enabled Distance Employees. is technology. Here’s some advice for call centers working with virtual agents: Manage Diligently.

Call Center 48

Call Center Management Calibration Virtual Agent 48

DMG Consulting

DECEMBER 7, 2017

This, of course, means that most of these solutions do not offer AI, and what we’re reading in their marketing materials and websites is merely aspirational messaging. The potential is great, but the current generation of technology and applications are far from fully AI-enabled. Final Thoughts.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48