Zappix

JANUARY 21, 2025

Burlington, MA January 21, 2025 ( EIN Presswire ) Zappix , a leader in AI-Powered Digital Engagement Platforms, announced a significant 250% increase in Digital Self-Service usage among its retail clients during the holiday season. To learn more about Zappix, go to [link] Contact Zappix, Inc.

Self service 52

Self service Average Handle Time Interactive Voice Response Contact Center 52

ShepHyken

APRIL 22, 2024

4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel (CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance.

Customer Service 213

Customer Service B2B B2C Advertising 213

3CLogic

MARCH 27, 2025

1 Key challenges impacting citizen experience State and local agencies face a number of key hurdles in delivering seamless and efficient customer experiences: Legacy systems and siloed data Many agencies rely on outdated technology and fragmented systems that hinder smooth information sharing and slow down service delivery. The result?

Government 96

Government Self service contact center solutions Contact Center 96

ShepHyken

SEPTEMBER 15, 2024

I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. Self-service solutions for customer service and support have been around for years from website pages featuring frequently asked questions to the latest AI-fueled chatbots.

Customer Service 213

Customer Service Airlines Self service CRM 213

Interactions

OCTOBER 23, 2024

NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper from July 2024 looked at 20 common use cases. There’s much common ground—especially around use cases in the contact center.

Contact Center 62

Contact Center Surveys Self service Analytics 62

DMG Consulting

JANUARY 29, 2025

DMG Consulting is a trusted advisor and vendor-agnostic partner for those who want to successfully navigate the dynamic contact center and back-office markets in an AI-driven digital age.

Consulting 59

Consulting Consulting Enterprise Management 59

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?

Contact Center 87

Contact Center Call Center Self service Customer Care 87

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. Here’s how to turn that around.

Self service 124

Self service Consulting Consulting Contact Center 124

ShepHyken

NOVEMBER 6, 2023

When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. These situations are relatively easy to defuse with a caring and competent human connection, but they require more patience and emotional intelligence from contact centre agents than ever before.

Customer Service 178

Customer Service Self service Surveys Contact Center 178

Cyara

JANUARY 4, 2024

Contact center technologies continue to evolve and enhance customer experience. As a result, contact center testing is growing in importance. In 2024, successful businesses will need to continue to keep their focus fixed on the customer journey.

Contact Center 76

Contact Center Technology Customer Experience Management 76

Momentum Telecom

JANUARY 14, 2025

Take one look at what happened to the industry in 2024 its not hard to see why. A quick recap of telecom in 2024: Market Growth The global telecom market grew to $2.32 trillion in 2024. Future Growth The industry is expected to grow at a CAGR of 6.15% from 2024 to 2034. trillion in 2024.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. Here’s how to turn that around.

Self service 109

Self service Consulting Consulting Contact Center 109

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. These are some of the reasons that WFM was selected by 40.8%

Employee engagement 48

Employee engagement Enterprise Contact Center Self service 48

Balto

NOVEMBER 18, 2022

Contact centers are no different. Whether executives view their contact center as a profit center or a cost sink ultimately determines how much investment, or divestment, happens there. A few interesting observations stand out: Three out of four respondents currently use AI in their contact centers.

Contact Center 98

Contact Center Self service Metrics Surveys 98

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? So, why are some contact centers still hesitant to implement AI? Virtual agents handle after-hours inquiries, provide self-service options, and streamline interactions.

Contact Center 84

Contact Center Virtual Agent Agent burnout Self service 84

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.

Contact center software 98

Contact center software Contact Center contact center solutions Interactive Voice Response 98

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Consulting 59

Consulting Consulting Contact Center Marketing 59

DMG Consulting

MARCH 5, 2025

This year, we also asked participants about their expectations regarding the potential and benefits of artificial intelligence (AI), as this is currently the hottest topic in the service industry. The study shows a clear pattern of AI-enabled transformation that was set in motion in 2024 and is going strong in 2025. during that period.

Contact Center 62

Contact Center Self service Surveys Consulting 62

CSM Magazine

NOVEMBER 17, 2024

consumers, plummeted in 2024 for an unprecedented third consecutive year, according to Forrester , to its lowest point since the firm launched its CX index in 2007. An intelligent contact center. No part of your business is as integral to the customer experience as the contact center. Get it right.

Enterprise 59

Enterprise Contact Center Chatbots First call resolution 59

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations.

Contact Center 48

Contact Center Self service Virtual Agent Scripts 48

TechSee

NOVEMBER 11, 2019

billion market by 2024. That’s why many vendors are turning to self-service options for effective Smart Home support. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery.

Technology 138

Technology Self service Wireless Contact Center 138

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

3CLogic

JANUARY 9, 2024

For example, migrating from an on-premise contact center solution to a cloud offering is NOT in itself digitally transformative, unless it is part of a larger strategy that also explores how it will enhance existing processes and customer experiences for the better. So, how can your organization stay competitive in 2024?

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. What goals can AI help them achieve: Enhancing self-service?

Contact Center 48

Contact Center Virtual Agent Self service Benchmark 48

TechSee

DECEMBER 31, 2019

Customer Service will become increasingly AI-driven. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Explosion of virtual contact centers. billion by 2024, up from $220 million in 2019. Voice will be king.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

Calltools

APRIL 3, 2024

Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. They can also help your contact center process more calls.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Enghouse Interactive

JANUARY 26, 2024

As we move into 2024, momentum around deploying contact center AI is accelerating. Gartner predicts that by 2025, 80% of customer service.

Contact Center 52

Contact Center Customer Service Self service Interactive Voice Response 52

TechSee

NOVEMBER 26, 2019

Consumers’ growing demand for visual self-service. Visual self-service – the process that enables customers to visually onboard smart home products without requiring the help of a technician or a contact center agent – is emerging as the preferred method of device setup, installation and activation.

Surveys 104

Surveys Self service Entertainment Contact Center 104

Zappix

OCTOBER 8, 2024

Burlington, MA — October 9, 2024 — (EINPresswire) Zappix, a leader in AI-Powered Digital Engagement Platforms, is proud to announce the successful expansion of its services to a healthcare services provider. This agreement underscores Zappix’s commitment to delivering innovative automated digital customer service solutions.

Self service 59

Self service Healthcare Customer Experience Interactive Voice Response 59

SmartAction

JULY 10, 2024

LOUIS, MO, July 10, 2024 Capacity , an AI-powered support automation platform relentlessly focused on improving the customer journey, has acquired CereProc and SmartAction, significantly expanding its voice and Contact Center offerings. The terms of the transactions are confidential.

Contact Center 65

Contact Center Virtual Agent Self service Engineering 65

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Workforce management (WFM) came in second place, identified by 40.8% of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

DMG Consulting

SEPTEMBER 6, 2024

Conversational AI solutions are more than just enhanced self-service; they include capabilities that elevate the customer and employee experience (CX/EX), increase productivity, and deliver the intelligence to support a continuous improvement process.

Consulting 48

Consulting Consulting Enterprise Self service 48

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. These solutions make this information available to their human managers, who decide whether to add the recommendations to the self-service application.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

Calabrio

FEBRUARY 25, 2025

Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. And theres no doubt that the platform offers a wide array of solutions for contact center teams.

Management 52

Management contact center workforce Schedule adherence Contact Center 52