DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top contact center priorities for 2021? What are your top technology priorities for 2021? Figure 1: Top 5 Contact Center Priorities for 2021.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Zappix

APRIL 22, 2021

The leading Visual IVR and mobile On-Demand Self-Service vendor has seen demand for its flagship solution continue to grow this year on the back of accelerated contact center Digital Transformation plans. Zappix launched over two dozen new customers.

Self service 40

Self service Interactive Voice Response Marketing Contact Center 40

Zappix

JULY 30, 2021

In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and utility leaders are trying new and innovative ideas. Digital self-service tools like RPA, Visual IVR, and. The pandemic changed how we all operate our daily lives.

Self service 52

Self service Interactive Voice Response Customer Service Technology 52

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Zappix

FEBRUARY 10, 2021

Zappix has launched multiple new implementations of its services already in 2021, with other customers signed on to launch in the next couple of months. The market demand for digital transformation has pushed Zappix solutions like Visual IVR into the forefront of.

Self service 40

Self service Interactive Voice Response Marketing 40

UJET

MARCH 22, 2021

The IVR isn’t a topic that gets enough coverage. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. And the IVR is at the heart of that journey. We have to expand on the traditional definition of what an IVR does and where it’s used. Modernizing Your IVR.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

Zappix

MARCH 3, 2021

The impressive market demand for self-service solutions illustrates an acceleration in digital transformation due to COVID-19 and reflects the record growth Zappix saw in 2020. The company notes four key trends that dominate customer service solutions this year.

Self service 40

Self service Interactive Voice Response Marketing Customer Service 40

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

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics 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 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

Outsource Consultants

NOVEMBER 1, 2021

Don’t Ignore Automation & Self Service. Consider adopting leading-edge automation and self-service features to let your agents perform at the highest level. Consider adopting leading-edge automation and self-service features to let your agents perform at the highest level. Don’t ignore ongoing learning.

Customer Experience 135

Customer Experience Interactive Voice Response outsourcing Self service 135

Quiq

OCTOBER 28, 2021

We’re thrilled to see so many Quiq clients on Newsweek’s list of Best Online Shops 2021 , which recognizes brands that offer first-rate customer experiences. . Quiq also ingested FAQs to help contain service-related questions when possible and did NLU training to interpret care issues that needed escalation. Bob’s Discount Furniture .

Chatbots 52

Chatbots Self service Interactive Voice Response Sales 52

TechSee

DECEMBER 16, 2021

In 2021, remote working has become a standard in customer service and will remain a mainstay in the future of call centers. The distributed workforce is not just a crisis response; the pandemic proved to many leaders that employees don’t need to be physically onsite to be productive.

Call Center 124

Call Center Self service Gamification Contact Center 124

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

pindrop

JANUARY 8, 2021

Pindrop was named a hot cybersecurity company in 2021 by cybercrime magazine. Protect analyzes thousands of indicators across the fraud event lifecycle – from account mining and reconnaissance in the IVR to social engineering attacks against agents. Passport Improves Customer Experience and Expands Self-Service Options.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Contact Center 40

Fonolo

MAY 25, 2021

5 Best Practices for Great Self-Service Customer Support. From an operational standpoint, there are several ways you can begin implementing call deflection into your contact center: Set up self-service. Recognize the value in Visual IVR systems. What’s a Visual IVR and How Does it Improve CX? Conclusion.

Contact Center 104

Contact Center Self service Interactive Voice Response Call Center 104

3CLogic

MAY 26, 2022

During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience. billion in 2021 and is expected to grow 15.3% Interactive Voice Response (IVR) — Customers still reach for the phone when an issue escalates in complexity or priority.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Noble Systems

JANUARY 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021. Truly understand, and even anticipate, how changing customer expectations and behaviors will impact contact centers in 2021 and beyond. The post Changing Customer Behaviors Will Impact Contact Centers in 2021 appeared first on Noble Systems.

Contact Center 68

Contact Center Surveys Analytics Feedback 68

TechSee

APRIL 26, 2021

On the one hand, every business needs to save money and customer service is generally the first on the chopping block. A January 2021 survey found that 65% of U.S. Stage 3: Visual Self-Service. On the other hand, call volumes are at peak levels. The customer is guided to capture images of the alarm’s control unit.

Contact Center 109

Contact Center Self service Upselling Call Center 109

Noble Systems

FEBRUARY 10, 2021

Self-serve is the new “preferred” service. Limited self-service options and the typical tiered approach to customer service are no longer hitting the mark. It also powers intelligent IVR , optimized and scalable workforce management , predictive analytics , self-service, and hyper automation.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Nicereply

JUNE 24, 2021

If it’s heavily weighted towards a 7, it’s too easy for your customers to contact you, and you should be encouraging them to self-serve. (If Self-service is anything that allows a customer to solve their problem or question. It might be an interactive guide to CES, a help desk article, or an in-product tutorial.

Customer effort 81

Customer effort Surveys Metrics Feedback 81

pindrop

JULY 6, 2021

Passive authentication methods also help increase self-service options in the IVR. It’s a simple process, and the APIs are leveraged across both the agent leg and the IVR leg of the call. The post The 2021 Caller Authentication Guide for Contact Centers appeared first on Pindrop.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

3CLogic

MARCH 25, 2022

These roles are only becoming more complex as customer expectations rise and call volumes continue to increase — Gartner reports that more than 40% of support leaders saw an increase in contact volume from 2020 to 2021. Voice-enabled self-service that allows customers to remedy an issue without ever speaking to an agent.

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

Fonolo

JANUARY 18, 2022

Resilience was hailed at the start of the pandemic as a new definition of success, but did that continue over 2021? But the truth is, customers were never exactly patient when it came to customer service. That’s why most people don’t like IVR systems, even if they’re advanced.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Inbenta

MAY 16, 2022

They operate using text-to-speech technology that can break down user responses, and respond appropriately. Before the rise of chatbots, IVRs were the go-to solution for automating customer inquiries. AI chatbots are better than IVRs. Unlike traditional IVRs, AI chatbots can carry out sentiment analysis. relevance 26.3%

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

Uniphore

JUNE 10, 2021

25% Lack of self-service options. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes. Use Self-Service to Handle High Call Volume.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Blueship Call Center

JUNE 30, 2021

Although this is a very good way to gauge the quality of a prospective vendor, the current situation (due to Covid-19 pandemic in 2021) demands you to analyze and scour the competency of call center outsourcing company with a fine-toothed comb. Building strong relationships is also considered to be part of good customer service.

outsourcing 40

outsourcing Call Center Multi-channel support Healthcare 40

pindrop

OCTOBER 21, 2021

Goal: Leverage business intelligence and real-time case management capabilities to enable faster response and increase customer satisfaction Customer Service – Omnichannel customer touchpoints (chatbots, email, video, voice, IVR, SMS), self-service, alerts that form the core of customer interactions.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

pindrop

MARCH 10, 2021

An Excerpt from section 5 of The 2021 Voice Intelligence and Security Report. Whether the consequence of self-service is data leakage or the consequence of loan application ‘scaling’ is fraud abuse, it also can mean that heavy fraudster IVR usage allows AI to predict fraud more accurately.

Interactive Voice Response 57

Interactive Voice Response Self service Accountability 57

3CLogic

NOVEMBER 10, 2021

The Work Insitute’s 2021 Retention Report reveals that lack of career development opportunities is actually the number one reason why employees decide to quit their jobs. Use interactive voice response (IVR) to match customers with the most appropriate agent for the issue at hand.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

SharpenCX

MAY 27, 2021

Now, customer service research shows more than 82% of customers feel comfortable using digital channels, chatbots, and self-service options. Technology in the service experience is more than just the IVR you punch through at the start of a phone call. Trend #2: Automation is Becoming Mainstream.

Contact Center 67

Contact Center Customer Service Interactive Voice Response Coaching 67

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. 1) 2021 Accenture Interactive, [link]. Get it here now. (1)

Contact Center 97

Contact Center Self service Chatbots CRM 97

pindrop

OCTOBER 22, 2021

Let’s take a look into some voice channel value drivers: Brand & Reputation When customers call into the call center, it may be the first point of contact with your company, and a good first impression may lead to lasting loyalty whereas a bad customer experience may turn them off entirely. The cost savings that follow are eye-catching.

Average Handle Time 62

Average Handle Time Interactive Voice Response Call Center Banking 62

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. Cons : Its customer support service can be better. RingCentral. HoduCC – Contact Center Software.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Noble Systems

FEBRUARY 4, 2021

IVR self service has increased by 29%. Voice continues to accelerate with gains of 43%. Check out these related resources: Webinar on Demand: Expert Panel Q&A: How Changing Customer Behavior Will Impact Contact Centers in 2021. Blog: Changing Customer Behaviors Will Impact Contact Centers in 2021.

Contact Center 94

Contact Center Surveys Interactive Voice Response Chatbots 94

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. AI will become more prevalent in 2021. planned, 46.5%

Contact Center 68

Contact Center Self service Chatbots Average Handle Time 68

Interactions

JUNE 24, 2021

I’m pretty sure that we would be astounded at the lack of channels, integration, and overall speed, personalization, and convenience of service that we had back then. Jumping back to 2021, we recently conducted a survey that found that only 7% of consumers rate today’s customer experience as excellent. Agent optimization.

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71