Spearline

NOVEMBER 25, 2020

Contact center tech will leverage AI for more “human-like” chatbot interactions and self-service interfaces, for predictive modelling, and more. To take advantage of these rapidly evolving technologies, businesses are best positioned in the cloud. People still have concerns with the cloud.

Cloud contact 98

Cloud contact Contact Center Call flow Benchmark 98

AWS Machine Learning

AUGUST 30, 2023

Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. This includes automatically generating accurate answers from existing company documents and knowledge bases, and making their self-service chatbots more conversational.

Self service 132

Self service APIs Transportation Contact Center 132

Upstream Works

MAY 18, 2021

To start that conversation, here are five considerations for IT to take into account when implementing a cloud platform in the contact center. Learn more about Upstream Works omnichannel cloud contact center solutions here. Cloud Flexibility. Cloud migration is not an either-or scenario for IT.

Cloud contact 78

Cloud contact Contact Center contact center solutions Chatbots 78

Connect

APRIL 23, 2025

These AI-driven digital tools can revolutionise contact centres and enhance customer service. AI-powered chatbots and virtual assistants Contact centres can access AI-powered digital channels in the cloud to unlock additional omnichannel capabilities that optimise operations and transform customer engagement.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

Lumoa

JUNE 23, 2021

The denouement of Gartner’s latest Hype Cycle for AI shows how AI-powered contact center technologies such as natural language processing (NLP), chatbots, and machine learning (ML) have recently begun to lose their magnetism, ending up in the Trough of Disillusionment.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Mindtouch

MAY 19, 2020

After all, social distancing in the contact center is difficult to achieve. For hordes of tech laggards everywhere, this resulted in a hasty move to cloud contact center software—a move that they had put off for so long that if finally just turned around and sneezed on them. Predictably they have found one: the chatbot.

Technology 118

Technology Self service Chatbots Contact Center 118

Aspect

JUNE 20, 2018

The evolution of customer self-service. Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service.

Self service 59

Self service Technology Interactive Voice Response Customer Experience 59

Fonolo

FEBRUARY 2, 2023

Customer self-service Self-service is one of the hottest topics in the contact center right now, and for good reason. Self-service can be as simple as offering an FAQ or knowledge base, or as advanced as an AI chat bot on your website or mobile app.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Global Speech Networks

FEBRUARY 2, 2022

This transition to digital engagement is delivered through modern cloud contact centre technology providing innovative opportunities for growth. Flexible, powerful and well-suited to the unique needs of financial services, cloud technology creates better experiences for both agents and customers.

Cloud contact 52

Cloud contact Technology Chatbots Self service 52

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self service 52

Self service Contact Center Customer Experience Interactive Voice Response 52

NICE inContact

MARCH 28, 2019

Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate. A recent study found that only eight percent of consumers used an AI-enabled service like chatbots, and just 27 percent were highly satisfied.

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

VocalCom

JUNE 25, 2018

When the idea of artificial intelligence for customer service was first introduced, many people were skeptical. The idea of chatbots assisting or possibly replacing human agents was exciting, but was it feasible? Would customers actually receive better service? Chatbots can be integrated with popular messaging apps.

Chatbots 48

Chatbots Customer Service Contact center software Self service 48

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Inbenta – Hybrid chat and chatbots with NLP-powered search.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Noble Systems

FEBRUARY 20, 2019

Invest in Self-Service with a Purpose. Providing self-service options along with high-touch human interaction can help you get there. When done right, customers prefer self-service. A recent report indicated that 59% of consumers said that self-service availability affects brand loyalty.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Calabrio

MARCH 4, 2025

Look for software that automates routine tasks, such as after-call work (ACW), and provides elevated self-service options. Ultimately, omnichannel contact centers should strike the right balance between automation and human interaction. Genesys Cloud is known for its open API and extensive customization options.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

NICE inContact

SEPTEMBER 11, 2018

While artificial intelligence (AI) continues to transform the way businesses engage with customers, contact centers are still learning how to best leverage the next-gen technology. Some have turned to AI to power virtual agents, chatbots and other self-service channels. Read the full article on ICMI.com.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Connect

NOVEMBER 11, 2024

Improved efficiency Automation technologies , such as chatbots, can provide immediate responses to customer inquiries. Self-service options, such as FAQs and knowledge bases, empower customers to find answers to their questions. Faster response times reduce wait times, improving overall satisfaction.

Cloud contact 85

Cloud contact Wait times Technology Chatbots 85

NobelBiz

FEBRUARY 27, 2024

Chatbots : AI-powered chatbots handle routine queries, providing quick and accurate responses. RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) Systems IVR systems enhance customer self-service by providing automated responses to common inquiries and guiding callers through menu options.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Calabrio

FEBRUARY 25, 2025

Leverage AI to improve self-service and empower users without technical expertise. Self-Service Options: Provide customers with convenient self-service options, such as IVR and chatbots. Cloud-Based Platform: Offers scalability, flexibility, and easy deployment.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Hodusoft

FEBRUARY 9, 2022

The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. In short, technologies that support remote customer service.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

VocalCom

JUNE 18, 2020

An all-in-one Cloud contact center platform can harness data from all sources, applications and touch points and then convert it into real-time and historical actionable insights. Want to know more about the evolution of contact centers ?

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Artificial Intelligence. Increased session length could.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Babelforce

NOVEMBER 4, 2021

You can use chatbots to automate WhatsApp conversations. You just need to create self-service flows. It’s similar to self-service IVR but for messaging. #4 Deflect calls to WhatsApp. This will let them use your self-service options instead of speaking to an agent. 5 Send multimedia messages.

Customer Support 98

Customer Support Contact center software Contact Center Interactive Voice Response 98

Connect

MARCH 5, 2025

CX innovation In response, contact centre operators are leveraging AI to craft conversational experiences with basic chatbots and more advanced virtual agents , driving the rise of immersive digital customer experiences (CX).

Virtual Agent 56

Virtual Agent Chatbots Average Handle Time Self service 56

Enghouse Interactive

DECEMBER 5, 2018

Anybody who is running any customer-facing part of an organisation these days is probably already being asked by senior management about their plans and overall strategies around artificial intelligence, robots and chatbots, and how they are going to roll them out. of all contact centre inbound interactions.

Coaching 65

Coaching Analytics Cloud contact Self service 65

Aspect

MAY 10, 2018

Our continuing focus on transforming our clients’ customer service strategies, harnessing the power of cloud to deliver innovations in automated self-service and true omni-channel interaction, has secured our position firmly among the most successful projects in the country.

Chatbots 89

Chatbots Self service Technology Enterprise 89

Outsource Consultants

APRIL 16, 2025

Chatbots reduce effort Only when theyre built with context, escalation paths, and channel handoffs. Do they offer modern cloud contact center software? It enables self-service for routine tasks, improves call routing, analyzes sentiment, flags compliance issues, and supports agents in real-time. Get specifics.

Call Center 67

Call Center outsourcing First call resolution Coaching 67

Noble Systems

FEBRUARY 20, 2019

Invest in Self-Service with a Purpose. Providing self-service options along with high-touch human interaction can help you get there. When done right, customers prefer self-service. A recent report indicated that 59% of consumers said that self-service availability affects brand loyalty.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Fonolo

MAY 22, 2019

In addition to today’s batch of four reports, please check out our new re-issued report on managing call spikes in the contact center. Ventana’s Value Index for Cloud Contact Centers (2018). They state, “AI is currently a hot topic … [but] for contact centers is not new. Aberdeen’s The Intelligent Contact Center.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Fonolo

APRIL 6, 2020

Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI. HubSpot is one of the leading players in the contact call center space and is one of the best CRM systems for most businesses.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

Serenova

AUGUST 4, 2020

Modern contact center solutions provide capabilities designed to solve customers’ problems before a human representative is needed via AI-assisted, self-service channels like chatbots. Contact centers can exist in both physical and virtual hubs, both of which provide different benefits.

Call Center 98

Call Center Interactive Voice Response contact center solutions Contact Center 98

Playvox

OCTOBER 19, 2021

Implement self-service to reduce demand for agent assistance. Implementing effective customer self-service tools is a great way to make some of that volume take care of itself, limiting the need for your agents’ involvement. Simple, predictable tasks are the best candidates for self-service.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

SharpenCX

MAY 10, 2022

Contact center automation tools take over routine inbound and outbound requests and interactions. They can include technical algorithms or artificial intelligence-powered tools, like chatbots, voice bots, or robotic process automation (RPA). Like chatbots, conversational AI serves customers at all hours. The best part?

Contact Center 76

Contact Center Morale call center software Chatbots 76

SharpenCX

FEBRUARY 2, 2021

Automation fuels efficiency in your customer service experience, so your customers get faster resolutions and take back their journey. In fact, automation done well can support strategic interaction routing, point customers to fast self-service options, and even guide a bot to answer simple questions.

Customer Service 67

Customer Service Self service Coaching Chatbots 67