TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.

Self service 95

Self service Enterprise Multichannel Customer effort 95

AWS Machine Learning

NOVEMBER 15, 2024

With the QnABot on AWS (QnABot), integrated with Microsoft Azure Entra ID access controls, Principal launched an intelligent self-service solution rooted in generative AI. The chatbot improved access to enterprise data and increased productivity across the organization.

Chatbots 115

Chatbots Engineering Enterprise Government 115

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Deal with Data Analytics. Succeed with Self-service.

Self service 207

Self service Analytics Transportation Healthcare 207

ShepHyken

SEPTEMBER 1, 2017

Self-service support is becoming more and more widely accepted. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. When I Say Instant, I Mean Instant. There Are Better Ways.

Self service 213

Self service B2B SaaS Enterprise 213

3CLogic

JANUARY 28, 2025

These overlaps have resulted in multiple user experiences, redundant processes, duplicated capabilities, and increasing costs, challenging modern enterprises to optimize CX. 73% of customers expect better personalization and 81% faster service than ever before. Long-term growth opportunities Need WhatsApp? No problem!

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

TechSee

JUNE 23, 2020

AI technologies can be used both to deliver effective self-service and to enhance the abilities of contact center agents to handle customers’ issues. The human element remains a key part of the customer service ecosystem, and efficient AI-based agent interfaces need to be closely aligned with an enterprise’s MX infrastructure.

Self service 207

Self service Chatbots Enterprise Customer centricity 207

ShepHyken

MAY 5, 2017

I think a great self-service option is key for everyone. adults surveyed expect to get an answer via self-service. Whether filling out an application for a loan or troubleshooting a technical problem, self-service functionality gives users more control and faster results. Shep Hyken. Three-quarters of U.S.

Self service 204

Self service APIs Surveys Analytics 204

AWS Machine Learning

NOVEMBER 22, 2024

It enables different business units within an organization to create, share, and govern their own data assets, promoting self-service analytics and reducing the time required to convert data experiments into production-ready applications. In his spare time, he rides motorcycle and walks with his sheep-a-doodle!

Government 96

Government Banking Accountability Engineering 96

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

AWS Machine Learning

JULY 1, 2024

QnAIntent provides an interface to use enterprise data and FMs on Amazon Bedrock to generate relevant, accurate, and contextual responses. Solution overview The solution uses Amazon Lex, Amazon Simple Storage Service (Amazon S3), and Amazon Bedrock in the following steps: Users interact with the chatbot through a prebuilt Amazon Lex web UI.

Self service 125

Self service Chatbots Accountability Finance 125

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 120

Analytics Interactive Voice Response Average Handle Time Contact Center 120

Inbenta

APRIL 22, 2021

In a world driven by the culture of immediacy and self-service, the provision of fast, high-quality responses to every request from customers and interested parties, all while reducing direct service contact, has become critical. AI Chatbots – Service Quality on Another Level. Analytics and Continuous Learning.

Chatbots 98

Chatbots Enterprise Technology Self service 98

TechSee

NOVEMBER 20, 2018

There are two complementary trends in the market today that, together, have the power to significantly reduce truck rolls across a wide range of industries, such as telecom, utilities, consumer electronics, and more. Predictive support through data analytics. Remote visual resolution through live streaming video and augmented reality.

Technology 153

Technology Analytics Enterprise Call Center 153

CSM Magazine

MARCH 28, 2025

Offer advanced reporting and analytics for insight into your service teams performance. Automate repetitive customer service tasks, improving efficiency and response times. Support self-service capabilities, like knowledge bases, to empower customers. Provide real-time communication via live chat, phone, or email.

Customer Service 52

Customer Service B2B Chatbots B2C 52

Enghouse Interactive

SEPTEMBER 1, 2020

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

Self service 83

Self service Contact Center Chatbots First call resolution 83

TechSee

OCTOBER 2, 2018

Here are some sample use cases: Predictive analytics and maintenance. The pairing of the virtual and physical worlds allows field service organizations or enterprise support centers to understand not only how products are performing, but they can use advanced analysis to predict how the products will likely perform in the future.

Technology 176

Technology Customer Support Technical Support Self service 176

CSM Magazine

JANUARY 8, 2025

This platform is designed to offer personalized, effective, and scalable customer service solutions, ensuring your customers feel valued every step of the way. HubSpot equips your team with tools to manage customer conversations, track tickets, offer self-service solutions, and even gather customer feedbackall on a single platform.

Customer Service 52

Customer Service Self service Enterprise Wait times 52

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

TechSee

SEPTEMBER 24, 2019

With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers. Inconsistent experiences do serious damage.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

TechSee

APRIL 21, 2021

Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. AI-Based Prediction of Customer Behavior via Speech Analytics.

Call Center 136

Call Center Contact Center Self service call center solutions 136

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. This gives us the best of both worlds, enabling WaFd to serve its clients in the best way possible.”

Cloud contact 84

Cloud contact Self service Contact Center Virtual Agent 84

CSM Magazine

NOVEMBER 17, 2024

A fresh wave of enterprise-grade tools are helping businesses keep customers happy. Scott Yelton, senior director of product development for Windstream Enterprise, takes a closer look. An intelligent CCaaS system also can empower customers with self-service options so they get what they’re seeking faster. Get it right.

Enterprise 59

Enterprise Contact Center Chatbots First call resolution 59

AWS Machine Learning

FEBRUARY 25, 2025

To build a generative AI -based conversational application integrated with relevant data sources, an enterprise needs to invest time, money, and people. Alation is a data intelligence company serving more than 600 global enterprises, including 40% of the Fortune 100. This blog post is co-written with Gene Arnold from Alation.

Enterprise 91

Enterprise Engineering APIs Accountability 91

Interactions

NOVEMBER 6, 2024

On average, enterprises wasted $18 million on unused software last year. It enables us to deliver up to 97% accuracy and a more human-like experience, as well as complete a wider array of self-service transactions that would otherwise require agent assistance. There’s no monthly or annual fee that you pay regardless of value. (On

Analytics 62

Analytics Contact Center Finance Healthcare 62

Beyond Philosophy

JULY 4, 2016

It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. For banks, digital self-service depends on situations where the customer: Is already using a mobile device (which have become pretty pervasive, even ubiquitous among many demographic groups).

Banking 225

Banking Customer centricity Big data Finance 225

TechSee

DECEMBER 21, 2020

Computer Vision AI and AR-powered visual assistance provide remote “eyes” that enable field and store employees to receive guidance on product placement and verify that shelf space is optimized, in human-assisted or self-service modes. How AI enables self-service in CPG inventory management.

Management 152

Management Real estate Self service Analytics 152

TechSee

DECEMBER 16, 2021

The Distributed Workforce After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH or hybrid model. In 2021, remote working has become a standard in customer service and will remain a mainstay in the future of call centers.

Call Center 124

Call Center Self service Gamification Contact Center 124

TechSee

OCTOBER 31, 2018

Nokia launched its own machine learning-based AVA platform , a cloud-based network management solution to better manage capacity planning, and to predict service degradations on cell sites up to seven days in advance. TOBi to handle a range of customer service-type questions. Predictive maintenance.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

DMG Consulting

FEBRUARY 1, 2022

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. AI and Self-Service.

Self service 59

Self service Virtual Agent Scripts Contact Center 59

TechSee

JULY 9, 2019

The up-and-coming field of emotion analytics analyzes an individual’s responses in order to understand their mood or attitude, creating valuable opportunities for companies to connect with customers on an emotional level. Shoddy self-service. Single contact resolutions are the contact center equivalent of one-click ordering.

Call Center 143

Call Center Customer effort Average Handle Time Contact Center 143

Interactions

OCTOBER 29, 2024

Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center. So how can you wrangle Gen AI for risk-mitigated, efficient, and valuable use in customer service and the contact center? So, yes, Gen AI is coming to the contact center. Is it possible to create customized workflows?

Contact Center 62

Contact Center APIs Analytics SaaS 62

Wowdesk Blog

JANUARY 31, 2025

Whether a startup or an enterprise, investing in a helpdesk system optimizes operations and enhances customer loyalty. Customer Self-Service Offers FAQs and knowledge bases, reducing support team workload. Analytics & Reporting Provides insights on performance, response times, and common customer issues.

Customer Support 52

Customer Support Multi-channel support Analytics Chatbots 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Wowdesk Blog

FEBRUARY 4, 2025

From small startups to large enterprises, leveraging the right technology can create a competitive edge in customer service. Analytics & Reporting : Provides insights into customer interactions. Self-Service Portals : Allows customers to find answers independently.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

Cisco - Contact Center

FEBRUARY 18, 2020

Cisco is addressing these needs with Release 12.5 – our latest software for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Unified Contact Center Express, and Hosted Collaboration Solution for Contact Center. Innovative AI-Powered Self-Service. Business Insights via Cloud Analytics.

Contact Center 94

Contact Center Enterprise Self service contact center solutions 94