Liveops

FEBRUARY 28, 2019

What did Liveops win at the 2019 Stevie Awards? Our agent certification eLearning program won GOLD for Customer Service Training Product of the Yea r. agents, no matter where they live, to handle its customers’ calls. The post Results are in: Liveops wins big at the 2019 Stevie Awards appeared first on Liveops, Inc.

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Gamification Contact Center Call Center Virtual Agent 18

Creative Virtual

JULY 10, 2020

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change.

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Virtual Agent Banking Self service Government 52

SmartAction

MARCH 15, 2019

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.

Virtual Agent 8

Virtual Agent Enterprise Self service Contact Center 8

Interactions

DECEMBER 18, 2019

Which takes us to 2019, which was a big step forward from what we saw in 2010. To reflect on this past year and change our focus to the next 10, we gathered Interactions experts to give their take on what the biggest trends of 2019 were: Voice is Back Baby . AI and Agents: Better Together. Lisa Michaud, Senior Product Manager.

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Customer Experience Chatbots Contact Center Virtual Agent 62

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product Report. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019. DMG expects revenue in the call tracking market to grow by 10% – 15% in each of the next 3 years, 2019 – 2021. Improved marketing effectiveness for the digital era.

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Consulting Consulting Interactive Voice Response Virtual Agent 48

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 – 2019 Speech Analytics Product and Market Report.

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Consulting Consulting Analytics Marketing 48

Creative Virtual

FEBRUARY 7, 2019

That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives. Creative Virtual Founder & CEO, Chris Ezekiel, was one of the expert speakers and shared insights and live demonstrations of conversational AI solutions for employee engagement.

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Virtual Agent Employee engagement Chatbots Government 40

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. When: Today, 5 June 2019. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. compared to 2017.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 11/12/2019. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. When: Today, 12 November 2019. improvement.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. OnviSource is covered at a high level.

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Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. When: Today, 28 August 2019.

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Consulting Consulting Contact Center Analytics 48

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award !

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Avaya

JUNE 24, 2019

Most recently, we announced the general availability of Avaya integration with Google Cloud to provide organizations with the level of flexibility, efficiency and scalability they need to deploy powerful, simplified, AI-enhanced communication and collaboration solutions that transform the customer and agent experience. It should be.

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Contact Center contact center solutions Virtual Agent Contact center software 104

DMG Consulting

JANUARY 3, 2020

11/26/2019. It’s 2030, and one of your agents is making mistakes. Intelligent virtual agents (IVAs) and attended robot process automation (RPA, also known as robots) are being used to enhance productivity and service quality. The Hybrid Contact Center Workforce of 2030. By Donna Fluss.

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contact center workforce Contact Center Virtual Agent Interactive Voice Response 96

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Differentiated and compelling capabilities driving growth.

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Consulting Consulting Contact Center Marketing 48

bold360 Blog

JANUARY 2, 2020

So for my last episode in 2019, I wanted to look back at what I’d learned from those conversations. Chatbots and virtual agents used to be kind of a standalone discussion. A virtual agent could sit in a contact center, for example. Subscribe via iTunes , Spotify and more. I did 50 podcasts this year.

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Virtual Agent Real estate Chatbots Technology 45

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. Strong momentum driving market growth and investment.

Consulting 48

Consulting Consulting Marketing Management 48

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b SmartAction’s 2019 Momentum Highlights. Achieved profitability in Q4 2019. About SmartAction.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

DMG Consulting

JUNE 11, 2019

Unfortunately, as is often the case with a new IT segment, there is a great deal of confusion regarding what RPA is, how it should be used, where it should be applied, and how it differs from other IT segments, such as intelligent virtual agents (IVAs).

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Marketing Virtual Agent Consulting Consulting 80

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

SmartAction

MAY 17, 2019

May 17, 2019, Pasadena, U.S. – SmartAction today announced that it had been chosen as a winner of Red Herring Top 100 North America 2019, which recognizes the continent’s most exciting and innovative private technology companies. 2019’s crop of Top 100 winners has been among our most intriguing yet,” said Vieux.

Virtual Agent 40

Virtual Agent Call Center Self service Marketing 40

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Click here to get your detailed guide to getting started with a virtual agent model.

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Contact Center Customer Service Call Center Virtual Agent 81

Creative Virtual

DECEMBER 19, 2018

Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement. Our thanks to the AI & Robotics Directors’ Forum organisers for inviting Creative Virtual to take part in your last event of the year!

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Employee engagement Virtual Agent Chatbots Best practices 40

CSM Magazine

FEBRUARY 28, 2020

The integration of Spitch’s voice technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents brings an industry-leading voicebot offering to the market. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report. About Spitch.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

Fonolo

FEBRUARY 6, 2019

Here’s the relevant paragraph: “Today ‘virtual agents’ — using conversational interfaces powered by artificial intelligence — can increasingly understand your intent … [so] machines can answer many more questions than non-machines, also known as “humans.” ” The Top Contact Center Trends to Watch in 2019.

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Virtual Agent Chatbots Gamification Contact Center 62

DMG Consulting

OCTOBER 13, 2020

Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. IVAs Role in Delivering a Great Service Experience. Today, companies are trying to put these solutions in production as quickly as they can.

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Self service Virtual Agent Consulting Consulting 87

CSM Magazine

FEBRUARY 28, 2020

The integration of Spitch’s voice technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents brings an industry-leading voicebot offering to the market. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report. About Spitch.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Customers show a preference for self-service, and AI-enabled intelligent virtual agents (IVAs) are playing a vital role in addressing the self-service challenge. DMG expects the market to grow at a minimum of 22.5% Adoption Rate for the CBCCI Segment.

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Contact Center Marketing SaaS Virtual Agent 72

SmartAction

JANUARY 16, 2020

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.” For example, scheduling appointments used to be a huge hang-up for Virtual Agents. Conversational UX.

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Virtual Agent Self service Government Healthcare 54

CSM Magazine

JUNE 12, 2020

While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. References: Bryan, Jordan, Contributor (2019). CMA Review, Part 1 (2019). Impact of Globalization.

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Customer Service Omni-channel support Virtual Agent Chatbots 52

Stafford Communications

SEPTEMBER 10, 2019

It’s likely that within a few years we will see AI enhance many of the current tasks being performed by live agents, helping to streamline processes and reduce costs. Here are some examples of how AI is helping in call centers: Virtual Agents.

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Call Center Interactive Voice Response outsourcing Virtual Agent 61

NICE inContact

MARCH 28, 2019

And if your bot is built correctly, you create a seamless transition to an agent with full visibility into information collected, at which time the bot itself converts from virtual agent to agent assistant.

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Chatbots Virtual Agent Self service Benchmark 59

CSM Magazine

FEBRUARY 25, 2020

Virtual agents are quickly gaining in importance. Within about four weeks, a contact center can train its company-specific virtual agents so that they can answer the most frequent questions and explain even more complex things. When you are interested in a service or product, you do not want to wait. ” About Puzzel.

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Virtual Agent contact center solutions Contact Center Cloud contact 59