AWS Machine Learning

MARCH 31, 2023

The key to making this approach practical is to augment human agents with scalable, AI-powered virtual agents that can address callers’ needs for at least some of the incoming calls. Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01

Virtual Agent 101

Virtual Agent Self service Transportation Customer Experience 101

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Learn More.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

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.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Foundational component of next-gen, digitally transformed service organizations. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Why agents are embracing the change.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

SmartAction

APRIL 9, 2020

SmartAction lends it recently-released Rapid Response Virtual Agent to the toll-free coronavirus hotline launched by NFL QB Jameis Winston and Dr. Scott Kelley to help families get rapid responses to common questions, triage callers, and provide guidance for medical treatment and/or a coronavirus test. About SmartAction.

Virtual Agent 88

Virtual Agent Contact Center Technology Customer Service 88

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 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.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

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.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Self service 62

SmartAction

AUGUST 18, 2020

Los Angeles, CA – August 18, 2020 – SmartAction®, a leading provider of AI-powered virtual agents for contact centers, today announces its promotion of Gary Davis from President to Chief Executive Officer. 5) on Gartner Peer Insights as rated by customer reviews1. . About SmartAction . Related Links www.smartaction.ai

Virtual Agent 94

Virtual Agent Entertainment Contact Center Self service 94

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Smarter Agents. Super Agents. Collaboration Drives Career Development. Specialization.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

Xaqt

JUNE 1, 2020

With the rapid adoption of Contact Center-as-a-Service (CCaaS) platforms, it's now easier than ever for companies to launch their own contact center rather than outsource the function. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Creative Virtual

OCTOBER 13, 2020

This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience. At Creative Virtual, we recognised these global celebrations with a special series of blog posts written by members of our expert team and published throughout the week. Her conclusion?

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

Creative Virtual

OCTOBER 5, 2020

Happy Customer Service Week! Today we kick off the annual week-long international celebration of the importance of customer service, the people who deliver that service and the impact it has on successful business practices. By Mandy Reed, Global Head of Marketing.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

Creative Virtual

JULY 22, 2020

The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

REVE Chat Blog

NOVEMBER 6, 2019

Hence realigning the customer service experience has become a top priority for businesses. Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. virtual agents.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

SmartAction

APRIL 1, 2020

SmartAction is responding to the current crisis with a Rapid Response Virtual Agent that intercepts callers with a seamless channel switching experience to answer commonly asked questions and even screen callers to create an escalation path (e.g. How a Rapid Response Virtual Agent Works. For a live demo, visit [link].

Virtual Agent 57

Virtual Agent Contact Center Healthcare Government 57

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 Customer Quotes. SmartAction’s 2019 Momentum Highlights. About SmartAction.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

ConvergeOne

SEPTEMBER 20, 2022

The satisfying potential of contact center automation that solves your customers’ needs. As consumers, we are all familiar with the pain of calling customer service. You’ve purchased a really great product or service. You’re excited for it to arrive at your door, or for your newly purchased service to get set up.

Interactive Voice Response 74

Interactive Voice Response Virtual Agent Contact Center Surveys 74

Creative Virtual

OCTOBER 7, 2019

Happy Customer Service Week! Every year during the first full week of October we celebrate the importance of customer service and the people who serve and support customers around the globe. Virtual Moron-Idiot!”: Here are four tips to help you deliver a custom support experience for your customers.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

Creative Virtual

OCTOBER 6, 2020

A direct quote of the explanatory theme for this Customer Service Week says: “The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.” Cue the virtual agents, chatbots and virtual assistants.

Virtual Agent 52

Virtual Agent Wait times Chatbots Employee engagement 52

Creative Virtual

OCTOBER 8, 2020

It has certainly helped that we always considered our people our main asset and that everything we do focuses on people, be it our customers or the end-customer interacting with a virtual agent or chatbot. So, what are my thoughts for Customer Service Week?

Customer Service 52

Customer Service Virtual Agent Chatbots Technology 52

DMG Consulting

MAY 21, 2020

5 Customer Service Trends That Point to a Promising Future. Last year was a great year for service organizations and contact centers—even when it was clear that customers and clients were often displeased with levels of service (with a few notable exceptions). By Donna Fluss.

Big data 59

Big data Customer Service Contact Center Enterprise 59

Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Connect

DECEMBER 11, 2023

Expectations regarding human displacement by AI are not unfounded, with the World Economic Forum stating in its The Future of Jobs Report 2020 that AI will replace 85 million jobs worldwide by 2025. By Martin Cross , Chief Strategy Officer at Connect.

Technology 95

Technology Average Handle Time Cloud contact First call resolution 95

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Creative Virtual

JANUARY 9, 2020

Recently customer service and experience expert Shep Hyken tweeted his thoughts on customer service, pointing out the fact that “customers are getting smarter and expecting more”: Some people claim that customer service is getting worse. Customers are getting smarter and expecting more.

Virtual Agent 40

Virtual Agent Chatbots Self service Feedback 40

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 3 March 2020. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 5 to 20 year vision and projected actions to achieve the future state.

Consulting 62

Consulting Consulting Contact Center Gamification 62

DMG Consulting

MARCH 1, 2020

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Some might say adoption grew because live agent support wasn’t much better and that using an IVR didn’t require waiting on hold, so it became a convenient habit. By Donna Fluss. View this document on the publisher’s website. The Business Opportunity.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

Call Design

AUGUST 9, 2021

This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting. How Automation Of The Contact Centre Works: Automation within a contact centre can increase efficiency at the front-end and back-end, allowing managers and agents to make more informed decisions.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

Outsource Consultants

FEBRUARY 21, 2024

“AI will replace human contact center interactions,” according to some CX experts in 2020. Intelligent Virtual Agents (IVAs): These dynamic conversationalists guide customers through self-service options, making the process smoother and more intuitive.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

UJET

JUNE 25, 2021

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable. Your Customer Experience Should Be Visual and Contextual. For example, Wag! Mobile-first CX is Here to Stay.

Customer Experience 82

Customer Experience CRM Contact Center Wait times 82

Liveops

JANUARY 16, 2019

By 2020, an estimated more than 40 percent of the American workforce, or 60 million people, will be independent workers—freelancers, contractors, and temporary employees. That’s where companies such as Liveops come in, sourcing a vast network of independent contractor agents who are available to work in customer service and sales.

Enterprise 87

Enterprise Transportation Virtual Agent Sales 87

Creative Virtual

JULY 21, 2022

I started out by talking about conversational AI tools being thrust into the customer service spotlight in 2020 as businesses dealt with COVID-19 lockdowns, restrictions, and rapidly changing information. This created an increased adoption of, and preference for, digital self-service tools.

Virtual Agent 52

Virtual Agent Self service Chatbots Technology 52

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. 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% The result is higher sales rates, larger collections and greatly improved customer service.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72