Tue.Sep 10, 2024

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The evolving role of GenAI in enhancing chatbot automation

Connect

by Craig Smith, CX Automation Manager and Damian Copeland, COO While artificial intelligence (AI) has been around for nearly 50 years, adoption rates are accelerating across every business sector as the hype around generative AI (GenAI) spurs investment. In the contact centre space, many operators have already implemented AI technology in some guise to support better engagement and enhance customer experience (CX).

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The Secret to Outperforming the Competition: It’s Not Just About Customers

ShepHyken

In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence.

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Beyond the Initial Sale: The key to 'Land and Expand' Success

Kapta Customer Success

Discover how integrating a dedicated account management strategy enhances the 'land and expand' approach, transforming initial wins into lasting partnerships and sustained growth.

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AI vs real answering services solutions: which is best for your business?

AnswerConnect

Explore AI vs. real answering services to find the best solution for your business. Compare costs, scalability, and customer satisfaction. The post AI vs real answering services solutions: which is best for your business? appeared first on AnswerConnect Blog.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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52 Contact Center RFP Questions to Ask Vendors

BlueOcean

Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.

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Improving Operational Efficiencies and Providing Tighter Integrations with Cisco Security Products

Cisco - Contact Center

Secure Network Analytics 7.5.1 is now available. This release provides features including expanded firewall log ingestion, custom dashboards, better ISE integration, and much more.

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Discover How TMP Leads the Way in E-Commerce & Retail Management

TMP Direct

Enhancing Customer Experience (CX) and Inventory Management in E-Commerce & Retail: The TMP Way In the current dynamic retail and e-commerce environment, customer demands are changing at an exceptionally rapid pace. Businesses need to keep up with, if not outpace, the rapid advancement of digital transformation in order to be competitive. Businesses must use data-driven insights and creative approaches to meet and surpass these expectations.

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Three years of progress on the pathway to net zero

Cisco - Contact Center

As we celebrate our three-year anniversary of our net zero goal, we want to highlight some of the progress we’ve made so far.

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Genomics England uses Amazon SageMaker to predict cancer subtypes and patient survival from multi-modal data

AWS Machine Learning

This post is co-written with Francisco Azuaje from Genomics England. Genomics England analyzes sequenced genomes for The National Health Service (NHS) in the United Kingdom, and then equips researchers to use data to advance biological research. As part of its goal to help people live longer, healthier lives, Genomics England is interested in facilitating more accurate identification of cancer subtypes and severity, using machine learning (ML).

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Secure Network Analytics 7.5.1 Launch

Cisco - Contact Center

Secure Network Analytics 7.5.1 is now available. This release provides features including expanded firewall log ingestion, custom dashboards, better ISE integration, and much more.

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A Guide to Omnichannel Contact Center Solutions + Best Options

NobelBiz

Omnichannel contact center solutions provide the means to meet such demand by uniting customer interactions and driving a more connected, consistent, and satisfying experience. In this article, we are going to discuss what omnichannel contact center solutions are, how they are different from traditional multichannel approaches, why they are important for businesses in modern times, features to look for in a tool, and some of the best options available in the market today.