TechSee

OCTOBER 10, 2024

This investment delivered a 24% improvement in their self-service containment rate over their legacy chatbot. Ultimately, they found additional opportunities by expanding their Agentic chatbot into an Agentic Voice Bot, and expanding their informational Agentic AI into additional simple use cases with lesser scale.

Chatbots 109

Chatbots Self service Strategic Value Accountability 109

Blueship Call Center

DECEMBER 19, 2024

Beyond cost-cutting: Strategic value Although one of the main advantages of outsourcing is cost reduction, there are many other advantages as well. They are strategic partners who assist companies in adapting to shifts in customer needs without having to deal with the hassle of internally recruiting and training employees.

outsourcing 74

outsourcing Call Center Healthcare Education 74

Calabrio

MARCH 25, 2025

40% of leaders report their customers increasingly expect24/7 support, while36% say theirs are seeking greater personalization and speed. 59% of contact centers using chatbots, and 30% plan to in the future. Many teams are looking to AI to provide an answer.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

teleopti

APRIL 30, 2019

Larger organizations might even seek to hire a dedicated person with engagement written into their job description, a new form of CEO or “Chief Engagement Officer”. Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

Playvox

MARCH 19, 2024

From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. Artificial intelligence is integrated into our personal and work lives in some obvious and not-to-obvious ways.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

ChurnZero

JANUARY 4, 2019

As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48