Tue.Jun 18, 2024

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Voice Biometrics for the Contact Center: Part 1

The Northridge Group

Part One: Voice Biometrics for Contact Centers – A Long History of Security Throughout history, humans have relied on physical characteristics for identification. Fingerprints, for instance, were utilized in ancient Babylon for business transactions. Today, biometrics encompasses a broader range of unique traits, including fingerprints scans, facial recognition, iris scans, and voice patterns.

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Streamline financial workflows with generative AI for email automation

AWS Machine Learning

Many companies across all industries still rely on laborious, error-prone, manual procedures to handle documents, especially those that are sent to them by email. Despite the availability of technology that can digitize and automate document workflows through intelligent automation, businesses still mostly rely on labor-intensive manual document processing.

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Deeper Service-centric Visibility Drives New Revenue and Simplifies Operations

Cisco - Contact Center

The addition of service-centric assurance brings a deeper, more precise, and real-time view of network and service performance for service providers and enterprises that run complex critical… Read more on Cisco Blogs

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How AI Can Help Health & Life Insurance Contact Centers Streamline Data Capture & Entry Workflows

MiaRec

Are your agents struggling to correctly and quickly capture all the information required? You are constantly trying to find ways to lessen the burden on your agents while empowering them to provide better service quality while increasing contact center efficiency? Here at MiaRec, we have helped hunters of contact centers, including medium-size and large health and life insurance companies, streamline and accelerate their contact center workflows.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Campaign Spotlight: Driving Demand with Marketing Velocity Central and User Protection Campaign

Cisco - Contact Center

User Protection challenges security buyers; they add vendors for new threats, increasing IT complexity. Cisco and partners aim to simplify with a holistic user protection strategy.

More Trending

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How to Monitor Network Traffic: Findings from the Cisco Cyber Threat Trends Report

Cisco - Contact Center

The Cisco Cyber Threat Trends report examines malicious domains for trends and patterns. See what the data tells us about the threat landscape.

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An AI Solution Guide for Enterprise CX Automation

ConvergeOne

When ChatGPT launched in late November 2022 and five days later became the fastest consumer platform in history to reach 1 million users , it heralded the start of a new epoch in the long history of technology disruption. AI is changing everything about how we as humans interact with our machines.

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The State of Cloud Security Platforms and DevSecOps

Cisco - Contact Center

A new survey by Cisco and Enterprise Strategy Group reveals the true contours of cloud native application development and security

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15 Proven Ways to Reduce Your Call Center Cost

OctopusTech

Call centers are a major expense for many businesses. When managing a call center, you will have to deal with numerous expenses. Cost of staff, technology, and other overhead expenses are to name a few. However, there are many effective strategies companies can use to lower their call center costs without sacrificing customer experience. Here are 15 proven methods that you can follow to ensure call center cost savings. 1.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Embracing Authenticity Beyond June: A Decade of Pride and Progress at Cisco

Cisco - Contact Center

See the growth Global Financial Operations Leader Brielle has experienced since coming out at work last year and how she's inspiring inclusivity at Cisco and beyond.

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Apply the REACH Framework to drive expansion in customer success

ChurnZero

Does your customer success team own and drive expansion revenue? You should, because upsell and cross-sell are key drivers of the sustainable growth your company needs, and yet only 43% of CS teams do. What’s holding customer success back on driving expansion? After all, CS has the customer relationships and insights to drive expansion thoughtfully, the health scores and product usage data to spot opportunities, the best understanding of customer needs, and the customer trust earned thro

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NobelBiz Wins 2024 CUSTOMER Contact Center Technology Award for NobelBiz OMNI+

NobelBiz

We are thrilled to announce that NobelBiz has been honored with the prestigious 2024 CUSTOMER Contact Center Technology Award for our innovative product, NobelBiz OMNI+. This award, presented by TMC’s premier publication, CUSTOMER magazine, recognizes the best in customer service-enhancing technology solutions. Recognition of Excellence in Contact Center Technology The 2024 Contact Center Technology Award celebrates companies whose products or services significantly improve the processes of ent

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Forrester Report Highlights Decline in Customer Service

CSM Magazine

A recent report released by Forrester has revealed that the quality of customer experience in the United States has experienced a significant drop, marking the third consecutive year of decline. This alarming trend was established based on a comprehensive survey that involved over 98,000 US customers across a variety of industries. A staggering 39% of brands, as the report reveals, have suffered a noticeable deterioration in their customer experience.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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10 Essential Steps to Scaling Retail Customer Service [Checklist Included]

Working Solutions

Delivering outstanding customer service is a recipe for success in the retail industry. As retail businesses grow and evolve, so does the demand for exceptional customer experiences. This essential checklist is designed to be your trusted companion for effectively scaling your retail customer service operations.

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SVC’s 15th Year Milestone: Committing 150,000 Hours to Serve 15 Communities Over 15 Months

Select VoiceCom Blog

Since 2007, Select VoiceCom has been on a mission to empower people and businesses to succeed. For the past 15 years, we have been building meaningful partnerships and providing our clients with effective outsourcing solutions they need to thrive in their industries. Looking back, it was like a dream too high to reach. But right now, we can say we’re living our vision—to become a trusted partner for small and large organizations across the globe.

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How Baby Stores Can Transform Customer Service

CSM Magazine

Running a baby store can be incredibly rewarding, but it’s not without its challenges. Amidst the joy of helping new parents find the perfect stroller or the cutest onesie, there’s the critical task of providing top-notch customer service. In an industry where trust and personal connection are paramount, getting customer service right can set your store apart.

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What is a Survey? (+ Examples & Tips)

Nicereply

Surveys are an indispensable tool for gathering insights and information. They provide organizations with direct access to clients, allowing them to collect vital feedback to improve their offers and services. Understanding the function of surveys in this process is critical for businesses dedicated to providing an excellent customer experience. In this article, we’ll delve into the importance of surveys and how you can harness them to elevate customer satisfaction and loyalty.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Making Your Website Popular and Keeping Customers Happy

CSM Magazine

Having a website is great, but no one will see it if they can’t find it online. That’s where SEO comes in. SEO means making your site easy for search engines like Google to find and understand. The goal is to get your site to the top of those search results when people look for things related to your business. Here are some SEO tips: Use Words People Actually Search For Imagine you run a bike store.

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Automated Lead Generation Drives Global Expansion

Concentrix

Automated Lead Generation Drives Global Expansion The foundation of this project was built upon a thorough understanding of our main client’s key priorities: efficient data utilization, cost efficiency, seamless integration and scalability.

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Improving air quality with generative AI

AWS Machine Learning

As of this writing, Ghana ranks as the 27th most polluted country in the world , facing significant challenges due to air pollution. Recognizing the crucial role of air quality monitoring, many African countries, including Ghana, are adopting low-cost air quality sensors. The Sensor Evaluation and Training Centre for West Africa (Afri-SET) , aims to use technology to address these challenges.

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From Buzz to Boom: Unleashing the Potential of Gen AI and Machine Learning

Concentrix

Discover how to unlock the potential of your business with advanced machine learning projects to enhance efficiency, reduce costs, and improve decisions.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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Use zero-shot large language models on Amazon Bedrock for custom named entity recognition

AWS Machine Learning

Name entity recognition (NER) is the process of extracting information of interest, called entities , from structured or unstructured text. Manually identifying all mentions of specific types of information in documents is extremely time-consuming and labor-intensive. Some examples include extracting players and positions in an NFL game summary, products mentioned in an AWS keynote transcript, or key names from an article on a favorite tech company.

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No Haggle Car Buying: Great CX Is Make or Break for Automotive Dealers

Concentrix

Discover how no haggle car buying is revolutionizing the automotive industry, emphasizing transparency and superior customer experience.

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ServiceNow Edition: The impact of integrated contact center SMS messaging for convenient engagements

3CLogic

While the majority of customers prefer handling their service issues over the phone , not every interaction needs to be a call. It’s all about delivering the right message, to the right customer or employee, at the right time, through the right channel — one of which is SMS. Compared to the average email open rate of 20%, 98% of SMS messages are opened and 95% read within 3 minutes, which makes it a convenient communication channel customers or employees are more likely to engage with.

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Digital Insurance: Why Insurtech Is the Future of the Industry

Concentrix

Dive into our in-depth look at how digital insurance and insurtech innovations like AI, blockchain, and IoT are redefining the industry.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Safeguard a generative AI travel agent with prompt engineering and Guardrails for Amazon Bedrock

AWS Machine Learning

In the rapidly evolving digital landscape, travel companies are exploring innovative approaches to enhance customer experiences. One promising solution is the integration of generative artificial intelligence (AI) to create virtual travel agents. These AI-powered assistants use large language models (LLMs) to engage in natural language conversations, providing personalized recommendations, answering queries, and guiding customers through the booking process.

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AI Readiness: Boost CX Amid Rapid Change

Concentrix

Discover the road to AI success with the foundational elements needed to assess your company’s AI readiness.