Expivia

FEBRUARY 15, 2024

Key Features: Advanced data analysis for real-time insights Predictive modeling to anticipate customer needs Customizable dashboards for a holistic view of service performance Autopilot: The Next-Gen Virtual Agent Autopilot introduces a level of automation and learning capability that redefines the role of virtual agents in customer service.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

SmartAction

MAY 23, 2023

FORT WORTH, Texas, May 23, 2023 /PRNewswire/ — SmartAction , a top-tier AI platform provider specializing in advanced Intelligent Virtual Agents (IVA) and conversational AI solutions, is proud to announce the successful closing of a new round of funding.

Real estate 82

Real estate Virtual Agent B2B Contact Center 82

SharpenCX

SEPTEMBER 24, 2020

Have your typical 1:1 conversation, reviewing performance metrics and action items, first. Ask your agents questions about their careers, their life, their aspirations and how they’re really feeling. Use CS week and the start of Q4 to set goals, policies and metrics that help your agents do better work.

Virtual Agent 52

Virtual Agent Customer Service Scripts Coaching 52

SmartAction

APRIL 20, 2022

There’s no need for human agents to perform mundane, repetitive tasks that can be easily automated through a virtual agent. Rethink Call Center Metrics. Some CX experts believe average handle time is the worst metric for service , calling it “a relic of the old service world” and “a culture killer.”

Call Center 92

Call Center Virtual Agent Average Handle Time First call resolution 92

DMG Consulting

JANUARY 10, 2022

Answer: Intelligent virtual agents (IVAs), which provide increasingly sophisticated customer-facing self-service capabilities, deliver quantitative and qualitative benefits to organizations, both of which have a business value. Question: What should we include in a business case to obtain an IVA solution?

Average Handle Time 77

Average Handle Time Virtual Agent Self service Consulting 77

BlueOcean

OCTOBER 4, 2023

Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. The value of that improved metric plays a big role in the client’s bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Interactions

APRIL 14, 2021

The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess. Simplicity : Sometimes a virtual agent is the fastest and most accurate solution to resolve the customer’s problems.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

Fonolo

FEBRUARY 6, 2019

Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go. So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week!

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Creative Virtual

APRIL 7, 2020

We took a look at some of the benefits of using AI-enhanced chatbots and virtual agents to offer customer self-service. In Part 2, let’s explore how this technology can be deployed as an Agent Assist tool to support your contact centre agents. Reducing AHT but not solving those customers’ issues benefits no one.

Self service 52

Self service Virtual Agent Chatbots Government 52

SmartAction

MAY 6, 2019

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Artificial Intelligence thrives on data, and virtual agents powered by Conversational AI are no different. Best Practice #3: AI Without Data is Like a Race Car Without Fuel.

Self service 44

Self service Virtual Agent Best practices Contact Center 44

JustCall

AUGUST 8, 2023

This ensures that customers are directed to the most suitable agent or department. Virtual Agents AI chatbots can understand and respond to customer queries in real time. These metrics will help assess how the customer may feel about the brand or certain new features.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

SmartAction

MAY 6, 2019

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Artificial Intelligence thrives on data, and virtual agents powered by Conversational AI are no different. Best Practice #3: AI Without Data is Like a Race Car Without Fuel.

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Interactions

APRIL 14, 2021

The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess. Simplicity : Sometimes a virtual agent is the fastest and most accurate solution to resolve the customer’s problems.

Virtual Agent 62

Virtual Agent Call flow Call Center Finance 62

Jon Arnold

MAY 6, 2021

Lots of strong growth metrics, but their upmarket success with large enterprise customers catches my eye the most, with 45% YoY revenue growth. The CCaaS market sure is messy right now - as is the broader customer service/CX space - and for that tangent, I’ll steer you to my latest No Jitter post which came out earlier this week.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

Liveops

NOVEMBER 16, 2018

With virtual agents, call centers have access to a larger pool of talent, as workers aren’t limited to a certain geographical region. Because they work on their own schedules, virtual agents can be available at any time and for short shifts to help with bursts in capacity. Another key difference is flexibility.

Virtual Agent 81

Virtual Agent virtual call center Call Center Coaching 81

TechSee

MARCH 7, 2022

Traditional performance metrics are not relevant for self-service. Monitoring and analyzing usage of alternative service channels with virtual assistance is more complex. Measuring Self-Service KPIs. Self-service KPIs have to be measured across multiple channels to calculate costs, effectiveness, and customer service success.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Global Response

AUGUST 7, 2023

Track and reward the right metrics. Part of giving your employees what they need to succeed is focusing on, and rewarding, the metrics that really matter. Instead, look at a broad spectrum of metrics that highlights a variety of agent skills and gives a fuller picture of success.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Talkdesk

OCTOBER 8, 2020

Artificial intelligence (AI) and machine learning infused in your client facing tools such as chatbots and virtual agents can deliver human-like experiences to quickly solve simple client issues without the need for live-agent intervention. Invest in artificial intelligence.

Banking 119

Banking Chatbots Virtual Agent Contact Center 119

NICE inContact

SEPTEMBER 11, 2018

Agents were empowered to provide more engaging personalized experiences with additional brand-relationship context. This was critical to delivering immersive customer experiences, which increase loyalty and improve metrics such as Net Promoter Score® (NPS®) and customer satisfaction (CSAT). Decreased average handle time by 10 percent.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Call Design

AUGUST 9, 2021

This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting. How Automation Of The Contact Centre Works: Automation within a contact centre can increase efficiency at the front-end and back-end, allowing managers and agents to make more informed decisions.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

SharpenCX

OCTOBER 15, 2023

Sharpen is investing in contact center AI where it makes the most impact on the metrics that matter—customer wait time, handle time, response time, agent productivity, and of course, agent satisfaction and performance. With usable AI, we should leave the fruit behind altogether and take it a step further.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

Avaya

APRIL 10, 2019

Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 25% reduction in agent turnover. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

SharpenCX

JUNE 20, 2022

Waiting on hold for an agent to help with something simple, like a password reset or common question, can be very frustrating. Automating menial and repetitive tasks has huge impacts on both your agent’s workload and your customer’s satisfaction. You have loads of contact center data – are you taking action on it?

Contact Center 67

Contact Center Virtual Agent APIs Cloud contact 67

Hodusoft

OCTOBER 19, 2023

A constant monitoring of call queues, agent availability, and quality of service, helps in efficient allocation and utilization of resources based on current conditions. Performance Metrics: Implementing key performance indicators (KPIs) can also help in efficient workforce management.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. By tracking too many performance metrics, you run the risk of missing the forest for the trees. Don’t neglect your remote agents , if they exist. CRM solution.

Call Center 97

Call Center Virtual Agent virtual call center CRM 97

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. Let’s take a look at the top 10 inbound call center software that can help your business get all its metrics in the right place.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

3CLogic

OCTOBER 9, 2018

Analytics Today Innovative solutions that deeply integrate voice (AKA contact center telephony) into service management platforms, like 3CLogic and ServiceNow’s combined offering , allow enterprises to gain unparalleled visibility into customer-agent (or virtual agent) engagements, extracting valuable data and putting it to work.

Analytics 51

Analytics Virtual Agent Wait times Contact Center 51

aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. By tracking too many performance metrics, you run the risk of missing the forest for the trees. Don’t neglect your remote agents , if they exist. CRM solution.

Call Center 88

Call Center Virtual Agent virtual call center CRM 88

CSM Magazine

FEBRUARY 25, 2021

Organisations have had to pivot, adopting their strategies in order to reach their Customer Lifetime Value (CLV) metrics which rely on empathy and support. As a result, the relationship between gig customer experience (GigCX) and CLV has become intertwined, as companies strive to achieve that ‘human’ touch in a virtual world.

Chatbots 64

Chatbots Virtual Agent CRM Customer retention 64

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Develop sophisticated performance analytics that evaluates contact center metrics. Predict the buying behaviors and preferences of your customers. More Blogs Menu.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

Netomi

AUGUST 31, 2022

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business. So what customer service KPI metrics are worth obsessing over?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

Playvox

JANUARY 13, 2022

Cloud-based solutions make it easier for supervisors to manage a dispersed agent team. Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. Improving the supervisor experience is also important.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

CSR Inc.

AUGUST 7, 2017

CSR’s Visionary Virtual Agents – Before They Were Cool Long before it became a normal way of doing business, CSR’s staff was virtual, working at home. Among key performance metrics at the time, we typically measured what the agent said (a check list) versus how they performed, and evaluated the customer’s reaction.

Call Center 48

Call Center Telecommunications Virtual Agent Metrics 48

Pointillist

SEPTEMBER 28, 2021

To inform your contact center optimization strategies and tactics, it’s crucial to know the goal each customer is seeking to achieve and the impact of their unique journey on CX metrics and business objectives. Most every contact center leader uses dashboards to track performance, metrics like first contact resolution , AHR, CSAT and more.

Contact Center 40

Contact Center Self service Metrics Analytics 40