DMG Consulting

JULY 19, 2017

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

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Talkdesk

MAY 29, 2020

In 2017, as Hurricane Irma approached the Florida coastline, it was the strongest storm ever recorded in the Atlantic and projected to pass right through Orlando. Hostetter and Barbarich share how they reacted to rapidly changing conditions and leveraged Talkdesk to keep service operations up and stay connected with their customers.

Interactive Voice Response 71

Interactive Voice Response Call flow Self service Contact Center 71

Balto

SEPTEMBER 6, 2022

We found: Voice assistance and live chat with a human remained in the top three most used channels both today and ten years from now. The channels with the most fluctuation in the next ten years were social media, online chat bots, and IVR — but not in the directions you would expect. Self-service knowledge base.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Self service 52

USAN

OCTOBER 22, 2017

Visual IVR for Amazon Connect extends omnichannel IVR to Amazon Connect service. October 23, 2017 – USAN, a provider of cloud-based omnichannel customer engagement solutions, today announced the availability of Visual IVR for Amazon Connect on AWS Marketplace. Often, that means using self-service options.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Enterprise 40

DMG Consulting

AUGUST 2, 2017

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. By Donna Fluss.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Solvvy

SEPTEMBER 20, 2022

Chatbots give customers a self-service option that is easy to use and provides accurate information. This reduces the number of tickets customer service teams need to address. Customer service agents working to assist people as quickly as possible may not have the time to capture the details of interactions.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

VocalCom

MARCH 26, 2018

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

SmartAction

JULY 10, 2024

About Capacity Founded in 2017, Capacity is a support automation platform that uses practical and generative AI to deflect tickets, emails, and phone calls—so your team can do their best work. Capacity offers solutions for self-service, agent assist, and campaigns & workflows to over 2,000 companies to help automate their support.

Contact Center 65

Contact Center Virtual Agent Self service Engineering 65

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. What goes into good self-service? Seven Help Centers we love.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

SmartAction

OCTOBER 19, 2022

Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. Call centers must adapt to changing client demands for self-service by giving their chatbots new features and capabilities. Conversational chatbots are one of the top market disruptors in call center automation.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

DMG Consulting

DECEMBER 7, 2017

10/24/2017. The driver behind the AI revolution is the need for productivity and quality improvements, which are important for all enterprise applications and essential for people-intensive front- and back-office service organizations. I would like to receive the monthly DMG Newsletter. AI: On the Right Path but Not Yet Real.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48

CSM Magazine

FEBRUARY 1, 2022

Telefonica is now looking to deliver wider-scale digital services transformation for customers and employees, even higher productivity and further service innovations. Customers can also experience transformed services by self-serving through any digital channel – via dynamic digital interfaces with simple robot-guided interactions.

Technology 52

Technology Interactive Voice Response Self service Upselling 52

CSM Magazine

FEBRUARY 1, 2022

Telefonica is now looking to deliver wider-scale digital services transformation for customers and employees, even higher productivity and further service innovations. Customers can also experience transformed services by self-serving through any digital channel – via dynamic digital interfaces with simple robot-guided interactions.

Technology 52

Technology Interactive Voice Response Self service Upselling 52

HGS

FEBRUARY 1, 2017

Melissa: Today’s customer service trends are being driven by customer expectations for really simple and straightforward communication. In many cases, this means self-service tools, although customers also sometimes need to pick up the phone and speak with a person. Wed, 02/01/2017 - 16:34. Customer Service.

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

Fonolo

JANUARY 31, 2018

Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. This is listed by 34% of U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

24-7 InTouch

OCTOBER 21, 2021

In comparison, a similar survey in 2017 indicated the same percentage were implementing digital strategies solely for the associated cost savings. . According to McKinsey & Company, more than 50% of brands are investing in digital strategies today for a competitive advantage or to refocus their entire business around digital technology.

call center association 52

call center association Call Center Interactive Voice Response Customer Care 52

Aspect

FEBRUARY 13, 2018

It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. our design-once-deploy-anywhere framework that allows taking one bot and deploying it on channels like FB Messenger, SMS, Amazon Echo, IVR, etc. our “cloud clout” and the resulting time-to-market.

Chatbots 102

Chatbots Interactive Voice Response Self service Contact Center 102

VHT

OCTOBER 11, 2018

And it’s very common for people to jump from self-service to the contact center. In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. So they’ll expect immediate gratification any time they contact you.

Best practices 48

Best practices Contact Center Self service Entertainment 48

JustCall

NOVEMBER 24, 2022

So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. Interaction analytics means that 100% of QA calls can be monitored, ensuring agents follow all business rules and regulations.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Callminer

DECEMBER 17, 2019

“When asked what the most frustrating aspect of a customer service experience is, over a third of U.S. respondents (34%) chose ‘Automated Telephone System (IVR)/inability to reach a live person for customer support.’” Self-service may prove a powerful new option for customer service savings in years to come.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ShepHyken

DECEMBER 8, 2017

Use Technology for Self Service. For instance, IVRs and artificial intelligence enabled Chatbots can make the customer service easier and efficient. Based on that, if need be, customers can be contacted individually to increase customer engagement and create positive CX memories. Acknowledge the Mobile Social Customer.

Contact Center 113

Contact Center Customer Service Virtual Agent Chatbots 113

Aspect

FEBRUARY 7, 2018

And according to a new research from Adobe Digital Insights (ADI), voice-assistant sales grew 103% year over year in the fourth quarter of 2017. Adobe also found that 22% of voice assistant owners said that they shop using voice commands. And people say voice in customer service is on the decline?

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

Aspect

JUNE 4, 2018

We prefer to solve our own customer service issues. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. They should know not just who we are, but also what we were most recently doing, aka “Context Continuity.”.

Interactive Voice Response 51

Interactive Voice Response Banking Accountability Personalization 51

CSM Magazine

JULY 14, 2017

This means that high quality service leads to increased loyalty from customers. Develop a self-service strategy. Most consumers, across all demographics, prefer self-service for simple transactions and interactions. If so, it might be time for an overhaul. It is time for a change.

Self service 49

Self service Transportation Customer effort Scripts 49

NobelBiz

FEBRUARY 21, 2023

Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option. billion in 2017 to $10.4 It means giving them more power so they can provide even better service. billion in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option. billion in 2017 to $10.4 It means giving them more power so they can provide even better service. billion in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Eptica

MAY 31, 2017

Date: Wednesday, May 31, 2017 Artificial intelligence and the rise of augmented agents in customer experience. Published on: May 31, 2017. According to Gartner, the percentage of interactions on the telephone (including through IVR), will drop from 69% in 2017 to 22% in 202 2.

Customer Experience 52

Customer Experience Chatbots Interactive Voice Response Technology 52

VHT

SEPTEMBER 24, 2018

With the interaction history at hand, agents pick up exactly where the conversation left off. Or if a customer uses self-service applications , callbacks will recover unsuccessful attempts. Sometimes, companies anticipate consumers’ needs by sending a FAQ or self-service link.

Contact Center 48

Contact Center Technology Chatbots Wait times 48

Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the Voice over the Net Conference when voice over the internet was in its infancy. Chatbots enable a customer to answer questions via text. They ask, “How can I help you?”

Chatbots 62

Chatbots Contact Center Interactive Voice Response Self service 62

DMG Consulting

APRIL 10, 2017

When it comes to enterprise servicing strategies, a new contender seems poised to challenge an old but dependable stalwart. This includes branch/storefront, back office, in-person sales, website, social media, and contact center activities (including interactive voice response, web self-service, live agent, text, and chat).

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

Verint

MAY 1, 2018

Ian Beaver and Cynthia Freeman, product experts from Next IT-Verint, will present “From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans” at 4:50 p.m. A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). ET on May 2.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

Pointillist

NOVEMBER 11, 2019

Measure First Call/Contact Resolution with Journey Analytics As customers increasingly interact with businesses across multiple channels, organizations are shifting to measuring First Contact Resolution instead of First Call Resolution. A retail bank uses Pointillist to track contact resolution across service channels.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

DMG Consulting

OCTOBER 4, 2017

IVAs are known by many names, including interactive virtual agents, virtual agents, virtual reps, v-reps, bots, chatbots, chatterbots, and more.) IVAs present companies with a great opportunity to enhance their voice and web self-service environments by making them easier to use, enhancing the options, and increasing customer adoption.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

aircall

JANUARY 27, 2021

According to a Gartner report , over one-third of customer service representatives will be working at home by the year 2023. That’s a huge increase if you consider that only 5% of customer service employees were working at home in 2017. You should also ensure basic features exist, such as call recordings, call queueing and IVR.

virtual call center 62

virtual call center Call Center call center software voip 62

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42