Connect

FEBRUARY 2, 2025

Now, system integrators are able to leverage generative AI (GenAI) to mine and understand intent at scale, getting the data and insights needed to understand customer journey mapping and optimise interactions across every channel , including voice.

Journey mapping 65

Journey mapping Virtual Agent Cloud contact Chatbots 65

SmartAction

FEBRUARY 13, 2024

Customer Journey Mapping : Chart out the typical customer journey to identify key touchpoints where customers might seek order status information. Understanding the journey helps in pinpointing when and how customers prefer to receive updates. This allows virtual agents to provide personalized updates.

Best practices 65

Best practices Management Virtual Agent Chatbots 65

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

Balto

MARCH 17, 2025

Peer learning programs that pair top performers with developing agents create knowledge transfer opportunities. Optimizing Customer Journeys Customer journey mapping combined with analytics reveals friction points that frustrate callers and drive up costs.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

OctopusTech

AUGUST 10, 2022

Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. Customer journey mapping. A customer journey map is a visual representation of different experiences of customers with your company.

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

3CLogic

MAY 26, 2022

Effective customer experience management empowers your virtual agents to support each customer as an individual. Define Your Goals With Customer Journey Mapping. Before researching potential contact center solutions, engage in customer journey mapping to understand the inherent needs of your unique customer base.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

RichCall

SEPTEMBER 13, 2017

In the worst case, if they were not able to solve their issue, the portal can include a click to call button where they are transferred to an agent and they don’t have to repeat all their information in order to get assistance. Customers have begun to use, and in some cases even prefer, non-agented interactions. Lutz Remmers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64