Spearline

SEPTEMBER 10, 2019

With ever-larger amounts of data to cope with from surveys, social media, speech analytics, web analytics, etc. companies are in danger of being overwhelmed by the amount of data they have on their customers’ needs and behaviors. Chatbots and Self-Service.

Telecommunications 53

Telecommunications Contact Center Big data Analytics 53

CSM Magazine

AUGUST 5, 2020

and amazingly, it costs only 15p for web self-service. These statistics tell us that self-service really is the way to go, taking pressure off busy contact centres by deflecting the most common calls away from human agents. In 2019, the team at EBI.AI

Government 52

Government Automotive Chatbots Self service 52

Hodusoft

NOVEMBER 13, 2019

Artificial Intelligence climbs higher AI was there in 2018 and it is here in 2019. It gains more ground in 2010, especially in helping with big data analysis. With WebRTC and cloud-hosted contact center solutions, you can simply use your smartphones and you need not even have a regular office to start with.

Contact center software 40

Contact center software Contact Center contact center solutions call center software 40

DMG Consulting

APRIL 16, 2019

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. AI IS THE HEADLINER FOR 2019.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Infinity

MAY 25, 2019

Because of this, it was emphasised that CX needed to remain a priority in 2019. Turn big data into business insights. “ Whilst email and phone calls are still as important as ever, people are looking more into self-service. Yes, there are self-serve options but people still want that human touch.

Marketing 40

Marketing Gamification Surveys Big data 40

JivoChat

JULY 6, 2021

According to a Microsoft report, 56% of people say they’d prefer to message customer service than speak to someone on the phone. Gartner found that over 40% of live service interactions could be resolved using self-service channels—which includes chatbots, as well as knowledge base content and tutorials.

Chatbots 52

Chatbots Sales Big data Personalization 52

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Contact Center Trends 2019. Saving the day’ for contact center agents will be a predominant quest in 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

JivoChat

APRIL 25, 2021

Since then, we’ve seen mobile commerce take off, personalization go mainstream, and big data evolve from a “big idea” to a basic requirement. The key benefit is, subscription services allow brands to create recurring revenue streams, rather than relying on the ad-hoc model e-commerce brands traditionally use.

Chatbots 52

Chatbots B2B B2C Sales 52

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. There will be more big data security breaches,” she writes. Lots of ’em.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49