SmartAction

JULY 10, 2024

LOUIS, MO, July 10, 2024 Capacity , an AI-powered support automation platform relentlessly focused on improving the customer journey, has acquired CereProc and SmartAction, significantly expanding its voice and Contact Center offerings. The terms of the transactions are confidential. To learn more about Capacity, visit Capacity.com.

Contact Center 65

Contact Center Virtual Agent Self service Engineering 65

SmartAction

MARCH 6, 2019

In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology ( read news release ). SmartAction is the leader in AI-powered virtual agent automation for voice and chat.

Virtual Agent 9

Virtual Agent Self service Contact Center Interactive Voice Response 9

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). August 2017. By Donna Fluss. Self-service.

Contact Center 69

Contact Center Technology Big data Gamification 69

SmartAction

JULY 29, 2021

It’s time to expose the myths for what they are and set those forging a trail towards automating their contact center up for success. Going into automating service with the idea that you’ll be automating every single call coming into your contact center is setting yourself up for failure right off the bat.

Virtual Agent 111

Virtual Agent Call Center Contact Center Engineering 111

Cisco - Contact Center

SEPTEMBER 9, 2019

” AI in the Contact Center. In a Customer Care (CC) environment, one of the primary objectives of any AI component is to support and assist agents in their work and potentially even replace some of them, so we should ask ourselves how far are we from such a goal today? CISCO and AI in Contact Centers.

Contact Center 67

Contact Center Customer Care Telemarketing Engineering 67

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Essentially, it is what makes a Virtual Agent smart.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

REVE Chat Blog

NOVEMBER 6, 2019

Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. Key challenges faced by the contact centers . The top contact center trends to watch out in 2020.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Balto

MARCH 3, 2025

Call center automation is transforming customer service operations across industries, shifting from traditional human-only models to a hybrid approach that blends technology with human expertise. Companies rushing to automate everything often stumble, creating frustrated customers and demoralized agents.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

AWS Machine Learning

AUGUST 8, 2024

Webex by Cisco is a leading provider of cloud-based collaboration solutions, including video meetings, calling, messaging, events, polling, asynchronous video, and customer experience solutions like contact center and purpose-built collaboration devices. These insights help make meetings more productive and hold attendees accountable.

Contact Center 125

Contact Center Engineering Analytics contact center solutions 125

SmartAction

SEPTEMBER 16, 2022

Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations. Conversational AI is making the contact center and customer service industries better than ever.

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers.

Engineering 109

Engineering Enterprise Chatbots Self service 109

TechSee

OCTOBER 9, 2018

Most top-tier cloud CRM solutions include a self-service engine to manage the knowledge base and help customers solve problems on their own. AI-powered virtual agents. Self-service starts with a well-managed knowledge base that can understand the user’s query and present the right solution. Personalization. Know your customer.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Talkdesk

APRIL 23, 2020

However, many companies have not yet addressed the most basic weaknesses in their contact centers. Thus, the adoption of innovations is limited and engineers and researchers compete in a demotivating internal struggle for access to storage. The post The future of contact centers appeared first on Talkdesk.

Contact Center 52

Contact Center Virtual Agent Cloud contact Chatbots 52

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

TechSee

OCTOBER 23, 2018

Personalized product recommendations: AI-driven recommendation engines offer customers products tailored to their preferences. Amazon reports that 35% of all their sales are generated by the recommendation engine. 45% of online shoppers are more likely to shop on a website that makes personalized recommendations.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

DMG Consulting

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Contact Center Application. Intelligent virtual agents (IVAs).

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?

Contact Center 64

Contact Center Virtual Agent Self service Coaching 64

DMG Consulting

OCTOBER 4, 2017

The 3 Contact Center Applications That Pay for Themselves. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. If a solution or investment also contributes to agent engagement and retention, it’s even better.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

SmartAction

MAY 23, 2023

FORT WORTH, Texas, May 23, 2023 /PRNewswire/ — SmartAction , a top-tier AI platform provider specializing in advanced Intelligent Virtual Agents (IVA) and conversational AI solutions, is proud to announce the successful closing of a new round of funding. For more information, visit www.tvccapital.com.

Real estate 86

Real estate Virtual Agent B2B Contact Center 86

ConvergeOne

MARCH 16, 2023

Why on earth would the call center be the only engagement engine for this brand? Imagine creating location-based virtual agent experiences ( “Dan’s in the poker room” ) that use affinity data ( “Dan loves Texas Hold ’em” ) to delight the guest. Imagine a high-end casino resort and spa experience.

Virtual Agent 84

Virtual Agent Engineering Call Center Contact Center 84

UJET

MARCH 22, 2021

When the pandemic first started, contact center operators were scrambling to support agents working from home. Huge investments were made ensuring agents had secure and remote access to the systems and tools they needed to do their job. Let’s walk through various use cases and the outcomes they drive.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

DMG Consulting

FEBRUARY 7, 2023

Making Contact Centers More Secure Many years ago, when I was managing a credit card customer service contact center, one of our clients threatened to bomb our office. The agent who received the threat followed protocol and the issue was immediately brought to my attention, as the head of the department.

Contact Center 48

Contact Center Interactive Voice Response Self service Virtual Agent 48

DMG Consulting

MARCH 1, 2020

There has been great innovation in voice self-service engines, as reflected by the offerings from Amazon, Google, Apple, and Microsoft. Some of the biggest companies have come to market with their own speech engines as they compete to dominate the self-service and artificial intelligence (AI) landscapes. The Business Opportunity.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

UJET

DECEMBER 17, 2020

Advanced NLP algorithms collect and learn from a diverse range of human voices , which means the speech engine can recognize a language no matter the accent or impediment. It can also help virtual assistants offer better sets of options that lead to a faster, more satisfying resolution. More empathetic responses to unhappy customers.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Self service 72

UJET

DECEMBER 17, 2020

Advanced NLP algorithms collect and learn from a diverse range of human voices , which means the speech engine can recognize a language no matter the accent or impediment. It can also help virtual assistants offer better sets of options that lead to a faster, more satisfying resolution. More empathetic responses to unhappy customers.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Self service 72

SmartAction

DECEMBER 3, 2020

And that creates a problem for contact center leaders who want to implement AI for self-service while maintaining a customer experience (CX) that is as good or better than speaking to a human. There is no such thing as a “one size fits all” NLU engine to achieve the highest accuracy possible.

Virtual Agent 70

Virtual Agent Engineering Self service Contact Center 70

TechSee

MARCH 13, 2018

In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. The bot learns from the agent’s feedback and improves the automated responses over time. Virtual Agents.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

Xaqt

JUNE 3, 2020

While there is both hype and promise surrounding the potential of AI assisting humans in the Contact Center, I believe the inverse is actually the most effective starting point. Whereby humans assist and train AI Digital Agents to improve their interactions with, humans. These are data and skills that most organizations lack.

Contact Center 40

Contact Center Virtual Agent Interactive Voice Response Engineering 40

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Connect

APRIL 18, 2024

It is costly and complex to build out Gen AI capabilities as creating the modelling needed to derive insights from AI engines is intensive, requiring scarce and expensive resources like data scientists and other technical experts. However, Gen AI is not a plug-and-play solution.

Virtual Agent 92

Virtual Agent Chatbots Average Handle Time Engineering 92

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. To enable efficient retrieval of relevant information, configure the document retriever using the LlamaIndex Retriever Query Engine.

Interactive Voice Response 98

Interactive Voice Response Engineering Chatbots Self service 98

SmartAction

MAY 23, 2019

Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. While conversational AI technology is amazing and transformative for the contact center, it is only a toolset. Step 4>> . . Best Practice #5: Human-Centric Design from a team of CX Experts.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

SmartAction

MAY 9, 2019

Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents.

Self service 44

Self service Virtual Agent Contact Center Best practices 44

Balto

MARCH 17, 2025

Leveraging Call Center Insights for Continuous Improvement Transforming raw call center data into strategic action creates a powerful engine for organizational growth. Smart contact centers use post-call surveys and speech analytics to identify recurring pain points. AI-powered action will.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

DMG Consulting

JULY 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. search engine optimization (SEO), social media, pay-per-click, web banners, mobile, etc.) What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48