Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Lumoa

JANUARY 15, 2024

One effective solution lies in conversational commerce. This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. One effective solution lies in conversational commerce. In This Article: What is Conversational Commerce? What’s the warranty?

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Christian Montes, Executive Vice President of Client Operations @NobelBiz Step 1: Selecting the Ideal Business Phone Plan Choosing the right business phone plan is crucial.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

AWS Machine Learning

OCTOBER 25, 2022

This post walks you through a few new features that make it simple to design a conversational flow entirely within Amazon Lex that adheres to best practices for IVR design related to retry prompting. We also cover how to configure a DTMF-only prompt as well as other attributes like timeouts and barge-in. Solution overview.

Interactive Voice Response 71

Interactive Voice Response Best practices Contact Center Accountability 71

Creative Virtual

FEBRUARY 7, 2023

By Mandy Reed, Global Head of Marketing The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I think we have learned to take these predictions with a grain of salt, considering them as we plan for the future but not necessarily fully embracing all of them. Absolutely!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

JivoChat

APRIL 16, 2023

But how do you compete (or even work) with the likes of the mentioned ecommerce companies above? But how do you compete (or even work) with the likes of the mentioned ecommerce companies above? How can you make sure your ecommerce venture succeeds? You don’t just jump in the boxing ring without any training and know-how, right?

Analytics 82

Analytics Engineering Advertising Sales 82

AWS Machine Learning

DECEMBER 23, 2022

As organizations incorporate machine learning (ML) and analytics into their applications, using this data can provide insights on how to create more seamless customer experiences. In this blog post, we will review a solution to automatically redact PII data from a customer service conversation transcript. Solution overview.

APIs 83

APIs Engineering Analytics Call Center 83

Quality Contact Solutions

AUGUST 17, 2022

Telemarketers are here to help you reach your goals and know how crucial research is to generate results. Telemarketing is often viewed as a “numbers game,” but an effective strategy focuses time and effort on making the most of each conversation. When people think of telemarketing, some misconceptions might come to mind.

Telemarketing 98

Telemarketing B2C B2B outsourcing 98

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. We first delve into the vulnerabilities, threats, and risks that arise from the implementation, deployment, and use of LLM solutions, and provide guidance on how to start innovating with security in mind.

Best practices 124

Best practices Government Engineering Accountability 124

CSM Magazine

SEPTEMBER 17, 2020

With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications. Yet, 95% are not successfully using AI, according to a CCW Digital Market Research study earlier this year. A Platform to Handle Complexity.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

Creative Virtual

JUNE 30, 2022

While there has been buzz for years about digital transformation, the shift to digital has now become an imperative for many businesses to stay competitive. According to Forrester , 72% of APAC decision makers report an accelerated shift to digital business as a high or critical priority over the next 12 months.

Virtual Agent 52

Virtual Agent Chatbots Technology Surveys 52

Creative Virtual

DECEMBER 8, 2022

Every year we take this opportunity to reflect on the hard work of our team, our contributions to the conversational AI industry, and a few of our company’s biggest highlights from the past 12 months. Creative Virtual is the clear Innovation Excellence Leader in a crowded and competitive conversational AI industry.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

DMG Consulting

JUNE 8, 2021

Interaction analytics removes the mystery from customer conversations. These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

Fonolo

JUNE 13, 2023

If you’re considering a call-back solution for your contact center, here are some things you’ll be glad to know before you decide which product is right for you. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. What can a call center manager do?

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Interactions

DECEMBER 10, 2020

We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Technology decisions now drive business strategies as companies shift to the digital world. The global pandemic driven digital adoption rates have covered decades of growth in days.

Technology 77

Technology Multichannel B2C Customer Care 77

JustCall

AUGUST 8, 2023

The real estate industry is massive, fragmented, and quite often digitally immature. However, given how Artificial Intelligence (AI) has made a disruptive and groundbreaking entry, it is hard to deny how it can change the face of real estate as we know it. Here is a detailed report on using AI in real estate.

Real estate 52

Real estate Chatbots Marketing Sales 52

Creative Virtual

OCTOBER 6, 2022

Luckily for businesses, new technologies are making it easier for them to offer multilingual customer service on digital channels than it was in 2014. Luckily for businesses, new technologies are making it easier for them to offer multilingual customer service on digital channels than it was in 2014.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

JustCall

OCTOBER 17, 2023

As we shift to a more digital and fast-paced business environment, customer expectations from businesses are also shifting rapidly. However, there is a gap between how support teams and managers see their performance as against the customer. However, most brands fail to gauge customer sentiments until it’s too late.

Surveys 52

Surveys Feedback Metrics Construction 52

Creative Virtual

JUNE 7, 2022

Now in 2022, virtual agents and live chat are seen as complementary tools instead of rival solutions. In fact, it’s become best practice to integrate the two in order to improve digital customer support. Both of these companies were very forward-thinking in their approach to combining these technologies.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

Creative Virtual

MARCH 31, 2022

Do you make decisions about how and where you deliver support based on the generations of your target customers? Digital literacy has also improved greatly in the past few years, partly due to necessity as public health concerns have reduced in-person activities during the pandemic. By Mandy Reed, Global Head of Marketing.

Self service 105

Self service Surveys Customer Support Customer Service 105

AWS Machine Learning

MAY 16, 2023

GPT-NeoXT-Chat-Base-20B is an open-source model to build conversational bots. JumpStart is the machine learning (ML) hub of Amazon SageMaker that provides access to foundation models in addition to built-in algorithms and end-to-end solution templates to help you quickly get started with ML.

Chatbots 85

Chatbots Scripts APIs Feedback 85

AWS Machine Learning

JANUARY 12, 2023

Service Cloud by Salesforce is one of the world’s most popular and highly rated customer service software solutions. In this post, we demonstrate how to link Salesforce and AWS in real time and use Amazon Translate from within Service Cloud. Solution overview. The following diagram shows the solution architecture.

Customer Support 78

Customer Support APIs Scripts Enterprise 78

Creative Virtual

SEPTEMBER 7, 2022

Conversational AI is a very hot and in-demand technology right now. This is not surprising given the pressures on organisations to improve digital experience and provide smarter automation. While having options can be nice, evaluating so many choices makes it more time consuming and difficult to select the best vendor for you.

Virtual Agent 52

Virtual Agent Chatbots Benchmark Best practices 52

JustCall

AUGUST 8, 2023

Among the transformative technologies making waves in the industry, Conversational AI has emerged as a game-changer. By leveraging Natural Language Processing (NLP), machine learning, and chatbots/virtual assistants, Conversational AI offers a new-age solution that enhances customer interactions and drives tangible business outcomes.

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

CSM Magazine

NOVEMBER 22, 2023

One innovative solution that has gained significant traction is Paysafe cards. These versatile prepaid cards have emerged as a game-changer, bridging the gap between traditional payment methods and the digital era. This shift is multifaceted and encompasses several key developments: 1.

Banking 52

Banking Accountability Technology Personalization 52

NobelBiz

MARCH 19, 2024

These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time. With leading solutions, users can define alerts based on queue dynamics, user performance, conversation patterns, and agent presence. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

TechSee

MARCH 1, 2021

The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level.

Sales 124

Sales Technology Customer Service Chatbots 124

Creative Virtual

MARCH 11, 2021

It’s been a tough year for every organisation and one that created a renewed, and often urgent, push for digital transformation projects. In their new ISG Provider Lens Intelligent Automation – Solutions and Services study, the experts at ISG found that the market for conversational AI has shown a steady growth over that time.

Virtual Agent 52

Virtual Agent Enterprise Chatbots Consulting 52

AWS Machine Learning

FEBRUARY 29, 2024

In this post, we demonstrate how to build a RAG workflow using Knowledge Bases for Amazon Bedrock for a drug discovery use case. Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models.

APIs 115

APIs Healthcare Scripts Enterprise 115

Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. The key to a smooth omnichannel journey is to adopt the right strategy and the latest technologies — those designed with digital business in mind both for your customers and for your employees.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

Creative Virtual

OCTOBER 3, 2022

It’s always a challenge to decide which posts to include, but my goal is to select ones on a variety of customer service topics that deliver expert insights, actionable tips, and/or thought-provoking questions. Customers are more comfortable with and increasingly seeking out digital self-service options.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

Playvox

SEPTEMBER 14, 2022

The rise in conversational commerce — chat interactions on a variety of platforms with customers before, during, and after a sale — is creating even more data to analyze and track. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service. What Is Customer Sentiment Analysis?

Feedback 79

Feedback Surveys Contact Center Engineering 79

JustCall

MARCH 7, 2023

Telephonic conversations can be integrated into contact centers; however, these departments are majorly responsible for managing digital communications. Contact centers enable your business to be agile and leverage all possible digital touchpoints to reach the target audience. How Does a Contact Center Work?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Comm100

SEPTEMBER 23, 2021

Most hunt for a one-size-fits-all approach to a successful digital customer experience. Given these mixed factors, this article aims to explore how your business can help customers through digital transformation. Helping Your Customers Embrace Digital Transformation in 5 Easy Steps.

Customer Service 83

Customer Service Chatbots APIs Benchmark 83

Quiq

NOVEMBER 11, 2021

The company wanted an interactive and engaging way to recommend gift ideas for Valentine’s Day, as part of its overall digital campaign. The iconic jewelry retailer learned how it could strengthen its brand through a groundbreaking, conversational marketing solution.

Chatbots 52

Chatbots Sales Marketing Surveys 52

Creative Virtual

JANUARY 27, 2022

A conversational AI solution is one of those projects that your organisation should be careful not to underfund. A conversational AI solution is one of those projects that your organisation should be careful not to underfund. Without a working conversational AI technology, you have no working chatbot!

Chatbots 52

Chatbots Virtual Agent CRM Technology 52

CSM Magazine

SEPTEMBER 22, 2022

The new digitally-native payment product, powered by open banking technology, offers consumers the choice to instantly Pay By Bank, authorising payments via their mobile banking app or online banking portal. Pay by Bank from PCI Pal allows merchants to achieve the true benefits of open banking technology within their contact centre.

Banking 52

Banking SaaS Technology Customer Service 52