Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 93

Virtual Agent Chatbots Average Handle Time Engineering 93

JustCall

APRIL 3, 2024

Features you should look for in modern auto dialers Here are four crucial features that modern auto dialers in 2024 should have to maximize the potential of your sales teams or agents: Predictive dialing: Basic auto dialers are better than manual dialing , but predictive dialing takes it further.

Sales 52

Sales CRM Scripts APIs 52

CSM Magazine

JANUARY 22, 2024

Siena AI, co-founded by Andrei Negrau and Lisa Popovici, is a company that developed an autonomous customer service platform designed for e-commerce. based multilingual customer support provider, raised $8 million in a Series A1 funding round led by Joint Effects, a Venture Capital firm based in Boston, MA. Company Website: siena.cx

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SaaS Customer Service Virtual Agent Chatbots 52

DMG Consulting

JUNE 1, 2022

The Report provides an in-depth analysis of the capabilities and versatility of AI-based intelligent virtual agents (IVAs) and virtual assistants (VAs) and their contributions to enterprises, agents and other employees, and to customers.

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Self service Consulting Consulting Enterprise 48

DMG Consulting

AUGUST 16, 2022

What’s more, consumers believe they have the right to interact with an organization in multiple channels and, when appropriate, to pivot between channels, such as when an intelligent virtual agent (IVA) needs to send information to a consumer’s cell phone via SMS during a phone conversation. Like what you’re reading?

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

3CLogic

FEBRUARY 7, 2024

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. Their research also states that 38% of leaders deploy these applications with the explicit goal of improving customer experience and retention.

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Contact Center Cloud contact CRM Self service 59

DMG Consulting

JUNE 30, 2021

Robotic process automation is one of many intelligent automation solutions that is helping contact centers become more agile and responsive to the customer experience and employee needs. DMG expects RPA revenue in the contact center and customer service sector to increase by 90% in 2021, 85% in 2022, 2023 and 2024, and 80% in 2025.

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Consulting Consulting Marketing Contact Center 59

DMG Consulting

AUGUST 3, 2020

For these reasons, DMG projects that the growth rate of IA, based on seats, will be 11% in 2020 and 2021 and 10% in each of the following 3 years, 2022 – 2024. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

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Consulting Consulting Analytics Marketing 62

DMG Consulting

APRIL 15, 2020

Due to the high demand for more intelligent (and, in the future, AI-enabled) contact center WFM solutions, and because of the currently limited interest in back-office and branch solutions, DMG estimates that revenue from the WFM market will increase by 10% in 2020, 11% in 2021 and 2022, and 12% in 2023 and 2024.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

APRIL 13, 2022

DMG expects the WFM market to grow by 11% in 2022 and 2023, 12% in 2024 and 2025, and 11% in 2026. DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of building, acquiring, operating, optimizing and investing in contact centers, to enhance their enabling technologies and the customer experience (CX).

Consulting 48

Consulting Consulting Enterprise Management 48

DMG Consulting

MARCH 11, 2021

CBCCI vendors are developing their own WFM capabilities to meet customers’ demands for a single administration environment for all of their core functionality. DMG expects the WFM market to grow by 10% in 2021, 11% in 2022 and 2023, and 12% in 2024 and 2025.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

OCTOBER 17, 2019

DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Consulting 48

Consulting Consulting Marketing Gamification 48

AWS Machine Learning

JUNE 18, 2024

In the rapidly evolving digital landscape, travel companies are exploring innovative approaches to enhance customer experiences. One promising solution is the integration of generative artificial intelligence (AI) to create virtual travel agents. Sensitive information filter (PII) – Price per 1,000 text units: $0.10

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Engineering Virtual Agent Finance Government 127