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.

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Self service Contact Center Chatbots First call resolution 82

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. It allows users to?

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Contact Center Interactive Voice Response Chatbots Call Center 200

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department.

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Contact Center Interactive Voice Response Technology Self service 98

Upstream Works

JULY 16, 2020

Here are two key technologies contact centers need for work-from-home agents to thrive during the global pandemic. Technology #1: Omnichannel Contact Center Solutions. Legacy systems in contact centers might be able to provide passable or even good CX, but they aren’t able to provide great CX.

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Contact Center Technology Analytics contact center solutions 78

DMG Consulting

MAY 15, 2018

Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.

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contact center solutions Cloud contact Contact Center Revenue potential 59

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 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. So, what contact center technology trends can one expect in 2022.

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Contact Center Technology Contact center software Chatbots 98

Cisco - Contact Center

NOVEMBER 24, 2020

Each section has been carefully authored by Cisco leaders who are subject matter experts, to help guide those looking to understand what the key subjects are for consideration as the contact center has joined digital channels as the primary place of commerce and service in 2020 and beyond. Collaboration Social Channels.

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Contact Center Technology contact center solutions Cloud contact 101

Fonolo

FEBRUARY 2, 2023

Call center automation software is essential to accomplishing this goal. If so, you need to familiarize yourself with the latest tools and technology. So what does an optimized and automated call center look like, and what are the benefits for your call center? What is Call Center Automation? Read on to find out!

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Call Center Interactive Voice Response First call resolution Self service 140

3CLogic

DECEMBER 1, 2022

Cloud contact center solutions can deliver these services, along with a host of other features, and represent the best way for organizations to bring their coveted phone communication channels into the 21st century. By itself, modernizing enterprise phone systems to meet these wants and needs is not an issue.

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contact center solutions Cloud contact Contact Center Interactive Voice Response 52

Enghouse Interactive

AUGUST 26, 2020

Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . For many businesses, self-service is evolving into becoming a key factor for success. Proper messaging is invaluable in shortening the self-service journey.

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Self service Contact Center CRM Customer Support 59

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. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

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Hodusoft

DECEMBER 6, 2022

Contact Center Solutions For Your Enterprise: The New Keys to Success. Modern companies increasingly rely on contact center solutions in order to build loyalty and retention among customers. What is an enterprise contact center solution?

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contact center solutions Contact Center Enterprise Contact center software 52

CSM Magazine

SEPTEMBER 26, 2023

LOOP is taking that same disruptive approach to providing their customers with excellent customer service powered by the efficiency of AI so that LOOP’s customers benefit from better rates. AI Self-Service Beyond Anything Imaginable Before LOOP’s AI Assistant is able to answer far more complex questions than prior generations of chatbots.

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Self service Chatbots contact center solutions Contact Center 64

3CLogic

SEPTEMBER 28, 2022

The ServiceNow Healthcare platform gives control to the patients and improves their experience by offering digital self-service options for common requests and virtual agent experiences that further enhance the self-service options available to patients. Improved Patient Care Experiences.

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contact center solutions Cloud contact Healthcare Contact Center 52

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 per contact—a virtual agent can potentially save $7.91 (98%) for every call it successfully handles.

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Virtual Agent Self service Transportation Customer Experience 78

Enghouse Interactive

SEPTEMBER 10, 2020

As is typical of unforeseen events of great magnitude, the pandemic has undermined all existing customer experience (CX) and Self-Service planning assumptions used by Contact Center administrators and operational management teams. Proactive Outbound Engagement + Self-Service = More Success.

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Self service Abandon rate Contact Center First call resolution 52

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. But these solutions could support only a limited number of options, as they were presented to customers via nested options. August 4, 2022 By Donna Fluss.

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Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

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contact center solutions Enterprise Contact Center Agent burnout 52

Aria Solutions

JULY 8, 2019

Those challenges — siloed technologies, inflexible infrastructure, introducing or maintaining multiple channels, limited agent visibility — are some of the most common obstacles facing contact centers today. First, you must: Assess the contact center to determine the problem you’re out to solve. Cloud migration.

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contact center solutions Contact Center Interactive Voice Response Self service 48

NobelBiz

FEBRUARY 15, 2023

In today’s expeditious times, customers expect quick and efficient solutions to their problems. 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.

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Self service Contact Center Customer Experience Interactive Voice Response 52

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

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Customer centricity Contact Center Technology Telemarketing 94

Enghouse Interactive

MAY 7, 2021

Use this input – the good, the bad, and the ugly – in the redevelopment of the customer engagement processes and the technologies being proposed. Accenture/Technology Vision 2021. Harvard Business Review: Digital Transformation is Not About Technology. Accenture: Technology Trends 2021.

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Customer centricity Technology Contact Center Best practices 89

NobelBiz

APRIL 27, 2021

As a result, engaging in contact center solutions and technologies yields significant returns for companies. How can a contact center solution enhance customer loyalty? Understanding Customer Loyalty Customer retention is described as a contact center’s ability to keep its customers over time.

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contact center solutions Contact Center Contact center software CRM 52

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. Watch and learn about more contact center solutions now.

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Contact Center Coaching Education Call Center 149

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. We extended collaboration with Avaya A.I.

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Contact Center contact center solutions Virtual Agent Contact center software 104

3CLogic

AUGUST 3, 2021

With a cloud contact center solution in place, organizations also have the flexibility to enable remote agents and easily scale to meet changing business requirements. Support Contact Center Agents With Top Of The Line Technology. Empower Callers With A Callback Option.

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Aspect

JANUARY 10, 2018

Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Here are five suggestions to improve your contact center technology in 2018. Get started today by checking out the year’s most innovative contact center solutions.

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Contact Center Technology Real estate contact center solutions 48

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. Read the full article on ICMI.com.

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contact center solutions Cloud contact Contact Center Virtual Agent 48

Aspect

JANUARY 10, 2018

Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today. Augment self-service offerings: Customer service gives small businesses another opportunity to differentiate themselves from larger corporations stifled by red tape.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

NobelBiz

FEBRUARY 20, 2024

Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team! Real-time scaling capabilities that allow contact centers to adjust their operations dynamically, aligning with demand without the need for physical infrastructure changes.

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voip Interactive Voice Response Contact Center Call Center 105

NobelBiz

NOVEMBER 6, 2023

Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape. Interactive Voice Response (IVR): IVR systems use automated voice prompts to route callers to the appropriate department or provide self-service options. Unlock new business opportunities through omnichannel automation.

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Call Center Interactive Voice Response Customer Service Contact Center 105

Cisco - Contact Center

FEBRUARY 18, 2020

Many of our customers across the globe and from many industries have shared with us their struggle to balance the need for innovation with cloud-based capabilities powered by artificial intelligence (AI) to stay competitive while maximizing their valuable on-premises contact center investments in people, process, and technology.

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Contact Center Enterprise Self service contact center solutions 95

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Curtail Operational Expenses : Cost-effectiveness is crucial.

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Best practices Call Center Interactive Voice Response First call resolution 104

Talkdesk

JUNE 14, 2016

This week, we’re looking into self-service. Self-service is exactly what it sounds like: It’s when customers help themselves, rather than engaging with a company representative. Here are a few insights we found from around the web on self-service: Self-Service Revolution Ignites the Customer Experience.

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Self service Customer Experience contact center solutions Contact Center 40

Serenova

AUGUST 4, 2020

For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company. However, as the years go by and technology enhances, customer experience (CX) leaders are taking the opportunity to redefine and reimagine the role of the call center for the modern era.

Call Center 98

Call Center Interactive Voice Response contact center solutions Contact Center 98

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it.

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Call Center Interactive Voice Response call center software Contact Center 142

DMG Consulting

FEBRUARY 5, 2020

Do you plan to implement any automation solutions (e.g., IVA, bots, RPA, AQM, self-service, WFM, etc.) The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. See Figure 1. .

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Omni-channel support Contact Center Interactive Voice Response Self service 87