RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Donna Peeples , Customer Experience Strategist. of companies.

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Contact Center Technology Benchmark Chatbots 64

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

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Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

JANUARY 8, 2019

We have been fortunate over the years to win many awards, and it’s so delightful when our customers win awards too. Our customer, Transport for New South Wales, won an impressive three awards for their RITA chatbot during 2018! In 2017 we were honoured with The Queen’s Awards for Enterprise: Innovation.

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

SmartAction

JULY 10, 2024

Capacity empowers teams to do their best work and deliver valuable employee and customer experiences across channels. CereProc’s text-to-speech technology allows us to build on the industry-leading voice experiences we are already delivering to our customers.

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Contact Center Virtual Agent Self service Engineering 65

HGS

FEBRUARY 1, 2017

Melissa’s research coverage includes customer experience management services, exploring ties with marketing operations and developing thought leadership around intelligent automation for contact center and vertically-specific customer engagement business processes. Wed, 02/01/2017 - 16:34. Customer Service.

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Self service Contact Center Journey mapping Virtual Agent 100

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

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Virtual Agent Self service Banking Chatbots 59

DMG Consulting

MARCH 8, 2019

DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% at the end of 2016 (July 2017).

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Contact Center Marketing SaaS Virtual Agent 72

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

CSM Magazine

FEBRUARY 25, 2020

Artificial intelligence (AI) is proven to be a clear success factor when it comes to customer experience (CX) and is an important ingredient in the mix of contact channels. In the summer of 2017, If switched to a cloud contact center in the Nordics with the help of Puzzel. Virtual agents are quickly gaining in importance.

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Virtual Agent contact center solutions Contact Center Cloud contact 59

Creative Virtual

MAY 13, 2021

The same is true for customer service strategies. Those that achieve real success are part of a bigger customer experience (CX) approach that is designed to create an integrated, coordinated strategy. Every piece is important and must be linked together to create a cohesive, seamless experience.

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Virtual Agent Self service Telecommunications APIs 52

DMG Consulting

OCTOBER 4, 2017

Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. Executives care about the customer journey, but they are incented and compensated to keep costs down and profits high. Intelligent Virtual Agents (IVAs). By Donna Fluss.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

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Virtual Agent Chatbots Technology Personalization 52

SmartAction

FEBRUARY 21, 2019

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers. The post SmartAction Names Former Convergys CEO, David Dougherty, to Board of Directors appeared first on SmartAction.

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Virtual Agent Self service Contact Center Customer Care 43

Creative Virtual

DECEMBER 7, 2021

They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik.

Virtual Agent 52

Virtual Agent Chatbots Education Enterprise 52

DMG Consulting

AUGUST 1, 2017

Digital transformation is a “hot” topic today for enterprises that are striving to deliver an outstanding customer experience cost effectively. A growing number of enterprises have acknowledged the need to change the way they do business if they want to continue to be relevant to their customers. By Donna Fluss.

Virtual Agent 48

Virtual Agent Contact Center Enterprise Best practices 48

DMG Consulting

MAY 25, 2018

million in 2017. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. between 2016 and 2017, after having grown by 11.4% in the prior 12 months.

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contact center workforce Consulting Consulting Contact Center 48

Aspect

MAY 15, 2018

According to the European Union , the AI market is expected to grow from about $664 million in 2017 to $3.88 Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. billion in 2025.

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Contact Center contact center workforce Airlines Virtual Agent 68

Creative Virtual

DECEMBER 8, 2022

Being recognised as the best in conversational AI made our Founder & CEO, Chris Ezekiel, contemplate what makes a virtual agent or chatbot a true conversational AI solution and share his insights in a blog post. You can get your own copy of ‘The Virtual Insurance Agent’ whitepaper here.

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Virtual Agent Chatbots Government Banking 52

DMG Consulting

JUNE 12, 2019

compared to 2017. higher in 2018 than 2017, increasing by $200.1 While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers. million to $1,855.2

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

AUGUST 2, 2017

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.

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Interactive Voice Response Contact Center CRM Virtual Agent 96

SmartAction

OCTOBER 19, 2022

Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Check out this blog post to find out.

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Chatbots Virtual Agent Interactive Voice Response Self service 52

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. Omni-channels. Impact of Globalization.

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Customer Service Omni-channel support Virtual Agent Chatbots 52

Solvvy

JULY 5, 2018

In a single quarter in 2017, the company added more than 4,000 new customers. Most software companies would be lucky to add that many new customer in an entire year. Despite enormous growth, the company hired fewer than 100 new employees in all of 2017. Excelling At Customer Experience Automation.

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Self service Virtual Agent Sales Enterprise 48

DMG Consulting

DECEMBER 7, 2017

10/24/2017. Many of these solutions, including intelligent virtual agents (IVAs) and robotic process automation (RPA) applications, can deliver significant productivity and quality improvements, even though the underlying technology is not true AI but typically a basic form of machine learning. By Donna Fluss.

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Interactive Voice Response Virtual Agent Scripts Enterprise 48

Creative Virtual

JANUARY 7, 2020

I’ve built Creative Virtual based on long term relationships, and we see all of our customers and resellers as partners in our journey to deliver the best possible customer experience tools. There are new competitors – both large and small – springing up almost daily in our space.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. The number of CBCCI seats in the market grew by 20.1%

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

The growth rate of this market was 25.4%, surpassing DMG’s 2017 projection of 22%. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Contact Center Marketing 48

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. billion in 2017 to $10.4 RPA is a form of artificial intelligence. billion in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. billion in 2017 to $10.4 RPA is a form of artificial intelligence. billion in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Verint

NOVEMBER 16, 2017

One of the most valuable things we did over time was to create small, informal, cross-functional groups and set up one-hour brainstorming sessions on topics including customer experience, root cause analysis, quality management and cross-selling. Harnessing the power of customer engagement automation is here to stay.

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Wireless contact center workforce Enterprise Customer centricity 32

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). Data from large-scale, real-world enterprise IVA implementations revealed that people are increasingly relating to chatbots as they would human agents. ET on May 2. May 14-17; Dallas, Texas.

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Chatbots Interactive Voice Response Self service Best practices 22

ProProfs Blog

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. For this reason, customer experience has become the key to business success. Forrester. Forrester.

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Customer Service Self service Chatbots Virtual Agent 135

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. As little as a 5% lift in customer retention can produce 25% more profits. Source: Microsoft.

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Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. A Friction-less Experience Will Be Mandatory. Many businesses believe that the key to the customer experience lies in the quality of the agent experience.

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Customer Service Chatbots Journey mapping Multichannel 41