Inbenta

NOVEMBER 13, 2017

The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords. Google added “personalized recognition” to Voice Search on its Android phones in 2010 as well as its Chrome browser in 2011.

Engineering 109

Engineering Chatbots Self service Virtual Agent 109

Interactions

DECEMBER 18, 2019

10 years ago… While there was certainly a greater shift to a more customer-centric focus than in the early 2000s, the technology in 2010 was not on par with what it is today. Which takes us to 2019, which was a big step forward from what we saw in 2010. AI and Agents: Better Together. Lisa Michaud, Senior Product Manager.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Some have turned to AI to power virtual agents, chatbots and other self-service channels. Decreased average handle time by 10 percent.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

DMG Consulting

DECEMBER 7, 2020

Quality management (QM) and analytics-enabled quality management (AQM) can identify training and coaching opportunities, and mobile-enabled workforce management (WFM) solutions help keep track of employees and allow agents to adjust their working hours, regardless of where they are located.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Comm100

AUGUST 17, 2022

So, I see companies have been investing, I’m going to say around 2010, which is just a little over 10 years ago, there are all kinds of reports that came out that said, by 2020 customer experience would be not only one of the most important differentiators, but this is where companies would spend a lot of their money.

Airlines 72

Airlines Virtual Agent Technology Customer Experience 72

EPIC Connections

OCTOBER 20, 2017

A Strategic inContact Partner since 2010 and a Certified Implementation Partner, EPIC is privileged to work with inContact and its network of remarkable partners and people who are working together to build omnichannel solutions and drive positive business outcomes.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

DMG Consulting

MARCH 9, 2020

The market began the 2010’s with contact center WFO revenues of $1,012.1 “The next stage in the process of understanding customer needs is customer journey analytics, which will utilize automation to analyze the massive amounts of customer data in contact centers in order to identify any impediments to an optimized customer experience.” .

Consulting 48

Consulting Consulting Marketing Contact Center 48