Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot

Fonolo

Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? Anyway, conversational commerce uses technologies consumers enjoy using (chat, messaging, etc.) with artificial intelligence, so that people can interact with brands or services through bots. Brand Agent. Virtual Agent. Virtual Assistant.

Applications that Improve the Customer Journey

DMG Consulting

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.” Technology.

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What is a virtual agent and how does it work?

Talkdesk

More customers opt to solve issues on their own through knowledge bases, web, chat, voice, or a combination of channels. What is a virtual agent? A virtual agent is a customer assistant that can autonomously solve customer issues through a conversational experience.

AI: On the Right Path but Not Yet Real

DMG Consulting

The potential is great, but the current generation of technology and applications are far from fully AI-enabled. Imagine a voice self-service solution, also known as an interactive voice response system (IVR) that self-corrects when it realizes customers are dropping out at a certain point in the script (application). Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below.

Cloud IVR Technologies Offer Contact Centers a Cost-Effective Solution to Improve Customer Service

Noble Systems

With a cloud based IVR solution, companies can benefit from the use of modern, efficient cloud-based technologies. Callers input their response using their telephone keypad (touch-tone) or voice commands. What is Cloud IVR? .

The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

If a solution or investment also contributes to agent engagement and retention, it’s even better. There are three emerging contact center technologies that can deliver all of these benefits. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). Voice Biometrics.

Unleash Your Customer Service Team’s Full Potential with Virtual Agents

UJET

And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. The UJET Virtual Agents.

Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service

SmartAction

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. Brands from around the world competed in the “Big Kahuna” category, recognizing companies for excellence in self-service, including Virtual Assistants, web self-service, interactive voice response, and integrated customer collaboration and support capabilities. .

The Top 5 Benefits of an IVR

Noble Systems

This common acronym stands for Interactive Voice Response. Callers can input their response via their telephone keypad (touch-tone) or using voice commands. When linked to your CRM, IVR technology can intelligently route calls based on the caller’s telephone number.

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Intelligent Virtual Agent Product and Market Report. Botanic Technologies and Capito.ai

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Intelligent Virtual Agent Product and Market Report.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Intelligent Virtual Agent Product and Market Report.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

IVA Is the Future of Voice Self-Service

DMG Consulting

IVA Is the Future of Voice Self-Service. Intelligent virtual assistants (IVAs) are systems that use artificial intelligence (AI), machine learning, natural language processing (NLP) and natural language understanding (NLU) to automate the handling of customers’ and employees’ requests and tasks that can be addressed and resolved without requiring the cognitive capabilities of human beings. This is often the reason why customers request a live agent.)

IVAs Can Remake the Self-Service Landscape

DMG Consulting

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. They haven’t changed their minds about the hundreds of poorly designed interactive voice response (IVR) systems—far from it. They will allow customers to ask questions in their own words and personalize interactions. IVAs Can Remake the Self-Service Landscape. 2/9/2018. By Donna Fluss.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. who interact with them. Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide.

The Omni-Channel Agent Experience

DMG Consulting

The Omni-Channel Agent Experience. In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. Customer and agents must be able to transition easily between channels.

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

DMG Consulting

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. F or decades, interactive voice response (IVR) systems, including those that were speech-enabled, were greatly disliked by users, even as adoption continued to grow.

The Transformational Value of Interaction Analytics

DMG Consulting

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. IA PROVIDES INSIGHTS INTO THE VOICE OF THE CUSTOMER. July 7, 2021 Donna Fluss. View this article on the publisher’s website.

Interaction Analytics: What’s Driving Adoption

DMG Consulting

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. IA Provides Insights Into The Voice Of The Customer. Voice-of-the-customer applications, also known as surveying solutions, ask customers how they feel about specific situations, but they can be used on only a limited basis, provided people respond at all. By Donna Fluss.

The Needs to Know About Contact Centre Automation

Call Design

Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes in place to see how these can be improved. Attempts to automate phone-based customer interactions have been around for decades.

Give Customers What They Want: Great Self-Service

DMG Consulting

Customers are demonstrating a desire to help themselves, regardless of the channel in which they interact with any organization, whether it is a company or government agency. As self-service solutions can deflect a large percentage of inquiries and interactions from live service and sales resources, they provide an ideal method for improving the CX while reducing operating costs. IVAs are intended to support omnichannel interactions (voice, chat, messaging (e.g.,

Would You Rather Call Customer Support or Clean a Toilet?

Creative Virtual

Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason. Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

2022: The Year Dedicated to Improving the Customer Experience

DMG Consulting

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year.

Can Artificial Intelligence Replace Contact Center Agents?

UJET

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.

Can Artificial Intelligence Replace Contact Center Agents?

UJET

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not.

Customer Service and the Voice of Your Customers and Team

Creative Virtual

They are increasingly using voice for entries rather than typing. Just consider voice as part of your strategy when you want to offer self-service, whether if it is for your clients or your team. If you want to learn more about our voice solutions, just schedule a live demo with us.

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

DMG Consulting

Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise.

Lifesize CxEngage + Omilia: Evolving the Customer Experience Through Impactful AI

Serenova

No matter your industry segment or organization’s size, there’s a high likelihood that “artificial intelligence” has entered into your lexicon as the mother of all technology buzzwords. That’s where Omilia comes in with its AI-powered virtual assistant.

Choosing an omni-channel cloud-based contact center infrastructure solution

DMG Consulting

Factors that influence optimum structure of the business case are specific to the technology in question and/or the unique characteristics of the operating environment. These solutions can include: automatic call distributor (ACD), universal queue (UQ), interactive voice response (IVR), intelligent virtual agent (IVA), computer telephony integration (CTI), outbound/campaign management, recording, reporting/dashboards, and much more.

To Bot or Not to Bot? Key Areas for Your Business to Implement Voice Self-Service

3CLogic

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. Voice self-service takes it a step further.

DMG Consulting Releases 2019 Call Tracking Product Report

DMG Consulting

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. DMG Consulting Releases 2019 Call Tracking Product Report. 7/17/2019.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG Consulting

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. The vendors are adding advanced AI-enabled technologies, including supervised, semi-supervised and unsupervised machine learning, as well as predictive analytics, to their solutions. DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report.

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/2/2020.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

DMG Consulting

The Report complements DMG’s annual Contact Center Workforce Optimization Market Share Report , which looks at WFO market performance and activity for the full year, and DMG’s Contact Center Workforce Optimization Product and Market Report , which reviews vendors, technology, trends and challenges, pricing, and more. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report

DMG Consulting

Part of any digital transformation is to migrate voice-based transactions to digital channels, which facilitates automation of many aspects of the customer service process. DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. 9/30/2020.

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.

How AI Solutions Are Improving Call Centers: How They Work for You?

Calltools

When AI solutions improve call centers, owners and managers are eager to invest in the technology. If you’re unsure whether AI is the right option for you, take a few minutes to learn about the features and benefits the technology can give you.

4 Ways Companies Benefit from Using IVR Services

Outsource Consultants

In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. With these challenges in mind, Faris suggests that the future of IVR lies within a hybrid of AI bot technology and live, human agents. Both of these tools will serve as virtual agents for human call center agents to help make them more efficient and improve their service capabilities.

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. The Report focuses on contact center and service-related uses of interaction (speech and text) analytics.