Remove 2020 Remove Chatbots Remove Interactive Voice Response
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Guest Post: How COVID-19 Has Impacted the Progression of Contact Centres

ShepHyken

H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. In 2020, that customer-centric approach is more vital than ever.

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Guest Blog: Customer Support Chatbots ? Striking The Right Balance

ShepHyken

If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. Another study by UK-based Juniper Research estimates that chatbots will help businesses save more than $8 billion per year by 2022. These numbers are staggering.

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4 AI Trends that will Transform the Telecom Industry in 2019

TechSee

This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020. Dutch telecom KPN analyzes the notes generated by its call center agents, and uses the insights generated to make changes to the interactive voice response (IVR) system.

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Comparing Live Chat and Chatbots

Quiq

Brand interactions now happen online more often than they do in-person. Salesforce projected that in 2022, 61% of company interactions would be online, and only 39% would be in person. That number has been steadily increasing since 2020. So, where do chatbots come into play? And your website is a good place to start.

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Infographic: For horror, press 1: The IVR that ate CX

Vonage

But once the phone rings, in far too many cases, they’re plunged into a real nightmare: seemingly infinite IVR prompts, endless hold times, and - just as they’re at their wits end - a connection to a live agent who’s not equipped or incentivized to help them. Do you know how to end IVR horrors? If you’re like most, not well.

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20/20 Vision: The Best Advice for Contact Centers in 2020 – The Experts Weigh In

Fonolo

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Chatbots, IVRs, crowd-sourcing and more are the first gauntlets that customers have to pass. That won’t go away in 2020, and it will probably still be a requirement in 2050! This is a trend that is not going away.

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Top 9 Contact Center Trends to Watch Out in 2020

REVE Chat Blog

The top contact center trends to watch out in 2020. You can respond to your customers faster with AI enabled chatbots. You can use chatbots as the first point of contact for 24×7 customer engagement and filtering the complex conversations. AI enabled IVR and voice bots. 34% of U.S.