HGS

OCTOBER 30, 2014

Self-service platforms are gaining in popularity because they allow consumers to take control of solving their own problem. The self-service trend doesn’t mean the end of voice service. Is there a right way to approach the digital revolution in customer service?

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Connect

APRIL 23, 2025

Once contact centre operators migrate to the cloud environment, they can start integrating AI, machine learning and Natural Language Processing (NLP) into core systems such as customer databases and CRM applications, which paves the way for predictive modelling.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

TechSee

SEPTEMBER 9, 2020

This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals. x things by themselves with remote guidance than have an engineer visit indoors.

Management 145

Management Engineering voip outsourcing 145

Cincom

FEBRUARY 21, 2025

Features to Look for in CPQ Applications 1- Dynamic Product Configuration A CPQ system includes a dynamic, rules-based engine that can handle intricate product configurations. Sales teams can generate accurate configurations by automating dependencies, constraints, and compatibility checks without any engineering inputs.

Engineering 40

Engineering CRM Analytics Sales 40

Hodusoft

APRIL 24, 2025

Lack of Personalization Customers expect tailored services based on their needs and past interactions. The insurance companies that don’t have integrated CRM systems, struggle to provide personalized service. The lack of personalized service opens the door for competitors.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

ShepHyken

JUNE 6, 2024

A major area of focus should be integrating internal systems, especially the CRM application, so that information can be better shared across the organization. A fully evolved and modernized contact center can be a key growth engine for a company.

Contact Center 160

Contact Center Self service CRM Engineering 160

TechSee

JANUARY 11, 2021

The technology enables fast, intuitive guidance for a wide range of automotive use cases including vehicle onboarding , concierge services, troubleshooting, roadside assistance, and dealership support for issues with warranty claims, part recalls and inventory support. Integrations with the CRM and other assistive tools.

Automotive 109

Automotive Engineering Self service Enterprise 109

Comm100

FEBRUARY 5, 2018

CRM Software. Self Service Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. What Customer Engagement Software Tools Are There? Live Chat Software.

CRM 68

CRM Marketing Multichannel Self service 68

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. Auto Modeling Sophie AI starts by monitoring and learning from your service interactions.

Engineering 109

Engineering Enterprise Chatbots Self service 109

SmartAction

APRIL 1, 2021

Natural Language Understanding engines (NLUs) have advanced to match intents to expected answers for the best imaginable experience. By providing them with common customer service options, e.g., what they are looking to do (pay a bill, start/pause/stop service, etc.), you streamline the process and cut down on call handle time.

Virtual Agent 109

Virtual Agent CRM Wait times Self service 109

Cincom

MARCH 6, 2025

E-commerce: Offers transparent, self-service pricing, which must remain competitive yet profitable. By automating pricing rules and integrating with ERP, CRM, and e-commerce platforms, businesses can maintain control and transparency while optimizing revenue potential.

Automotive 40

Automotive Revenue potential CRM Sales 40

Hodusoft

FEBRUARY 12, 2025

This can cause longer wait time, frustration, and a less efficient service. A multi-level IVR can streamline the customer experience by providing self-service options. Apart from the regular menus, it also provides a wide array of self-service options. It results in higher call handling times.

Interactive Voice Response 52

Interactive Voice Response Self service Wait times CRM 52

Cincom

FEBRUARY 14, 2025

It demands a well-defined framework that integrates automation, pricing governance, and seamless CRM and ERP connectivityall of which are essential for driving predictable revenue and operational efficiency. Align subscription-based or usage-based pricing models with long-term revenue strategies for SaaS or service-driven businesses.

Best practices 40

Best practices Sales CRM Finance 40

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues. Self Service.

Customer Service 80

Customer Service Gamification Self service CRM 80

Enghouse Interactive

OCTOBER 12, 2021

Integrate a high-performance CRM to capture the data from these touchpoints, eliminate the need for any repetitive inputs. Add self-service so that customers can have control of how they engage with you. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

Cincom

MARCH 20, 2025

With no automated tool at his disposal, John had to manually configure the product, referring to spreadsheets for pricing, and email engineering for compatibility checks. Do you want to reduce quote turnaround time, improve pricing accuracy, or enhance self-service capabilities? Shopify, Magento, Salesforce Commerce Cloud).

B2B 40

B2B Sales CRM Finance 40

Nicereply

OCTOBER 12, 2021

For example, browser details, version numbers, contact information, error codes, etc, may already exist inside a database or CRM. What data is most often requested from a senior support or engineering team to help solve a case? Which tools do agents regularly access to find information to help close tickets? Automated Context.

SaaS 118

SaaS Self service CRM Feedback 118

Calabrio

MARCH 4, 2025

Omnichannel contact center software is the engine that powers this unified view. In the meantime, if you follow the right best practices, you can open up a competitive advantage, turning your contact center into not only a hub for quality service but also an engine of growth.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Mindtouch

DECEMBER 9, 2019

Integrates with Service Cloud for agent assistance Integrates with Community Cloud for customer self-service Compatible with Lightning and Classic. Give agents a head start on case resolution in Salesforce Service Cloud. When customers choose to contact you for help, they expect prompt and accurate service.

Self service 102

Self service Engineering CRM Call Center 102

Cincom

JANUARY 31, 2025

Utilizing CRM systems, AI-driven chatbots, and omnichannel engagement strategies help organizations to anticipate and address customer needs in real time. Specialty Vehicles : For manufacturers of specialty vehicles such as emergency vehicles, digital tools enable customization, integrated visualization, and precision engineering.

CRM 40

CRM Analytics Automotive Technology 40

Cincom

MAY 3, 2024

Microsoft Dynamics 365 CRM (customer relationship management) provides a way to centralize data and connect systems to give sales teams and other departments visibility across quote requests, orders, and fulfillment. Related: What Is Configure Price Quote Software? Can You Use Microsoft Dynamics to Optimize Your Sales Process?

CRM 40

CRM Upselling Sales Engineering 40

DMG Consulting

AUGUST 10, 2018

Organizations are starting to leverage these sophisticated technologies to re-engineer service experiences that combine the best of self-service with live agent support, a winning experience for enterprises, who have a fiduciary responsibility to reduce operating costs, while also providing an highly effective personalized customer experience.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

Inbenta

FEBRUARY 27, 2020

Using a search engine, agents could then find these ‘solutions’ and supposedly reuse their content. Unfortunately, this ‘knowledge base’ had more than 15,000 entries within a few months and most of them were duplicates, which made it difficult for the engine to find the most adequate answer.

Management 75

Management Engineering Self service Call Logging 75

Mindtouch

OCTOBER 19, 2017

Principal Information Engineer, Information Services, CA Technologies — @adrianehunt — [link]. Bill Patterson , SVP & General Manager Service Cloud, Salesforce — @bpatter — [link]. Bill Powell , Senior Salesforce Solutions Engineer, CSS Technical Services — @billpowell__c — [link]. Adriane Hunt, Sr.

Consulting 91

Consulting Consulting Engineering CRM 91

Expivia

JANUARY 5, 2021

I started off as an industrial engineer, so really in that kind of manufacturing/logistics world before coming to Overstock. And this is why I share the role with CRM. It is the self-service functionality. Tom: Please introduce yourself! I’m Jimmy Budnik, the VP of customer Care and CRP at Overstock.com.

Customer Care 52

Customer Care CRM Self service Call Center 52

bold360 Blog

OCTOBER 2, 2020

The data relevant for routing purposes can be gained from: (1) initial discovery questions that ask customers what they want to do; (2) customer profile data pulled from your customer relationship management (CRM) system; and (3) customer journey data about what clicks the customer has made leading up to when/where they reached out for help.

Chatbots 98

Chatbots Average Handle Time Abandon Call CRM 98

Expivia

JANUARY 29, 2021

I started off as an industrial engineer, so really in that kind of manufacturing/logistics world before coming to Overstock. And this is why I share the role with CRM. It is the self-service functionality. I’m an Industrial Engineer by background, so I’m interested in things like manufacturing, quality checking.

Customer Care 52

Customer Care CRM Self service Call Center 52

NICE inContact

JANUARY 24, 2018

For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). Inbenta – Hybrid chat and chatbots with NLP-powered search.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

3CLogic

AUGUST 3, 2021

To combat this issue, contact center managers should analyze their historic call volumes through robust reporting engines to determine peak call times or seasons and staff accordingly. Modern-day contact centers should also be leveraging voice-based self-service to alleviate agents of simple inquiries that customers can self-resolve.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. They can attach the transcription in the CRM as notes. Missed part 1? Read it now.).

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Talkdesk

MARCH 17, 2020

Travel and hospitality companies can ease the struggle by redesigning Interactive Voice Response (IVR) systems and routing to better anticipate callers’ questions, offer more relevant self-service and target segments with proactive outreach. . IVR and routing customization for a smoother customer journey.

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

TechSee

JANUARY 12, 2023

Visual AI has dramatically improved everything from end-user self-service containment rates to NPS and first-time-fix rates in the field. Our engineers have designed the VI Mobile SDK to run remarkably quickly, providing near real-time analysis and insights to the end user. Field Service Knowledge Augmentation.

APIs 109

APIs Enterprise SaaS Chatbots 109

Netomi

SEPTEMBER 20, 2021

Netomi’s AI platform helps companies automatically resolve customer service tickets on email, chat, messaging and voice. It has the highest accuracy of any customer service chatbot due to its advanced Natural Language Understanding (NLU) engine. Back-end systems integrations (CRM, OMS, etc.) Analytics & Reporting.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Taylor Reach Group

AUGUST 28, 2017

The KB fulfills the need to have all the essential information about the company’s products, processes, answers to FAQs, and solutions to known problems in one location, matched with a search engine enabling swift answers to customer queries. KB’s are therefore an essential customer service tool. And so, the KB is developed.

Management 80

Management CRM Engineering Technical Support 80

ChurnZero

AUGUST 27, 2021

Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources.

Metrics 98

Metrics Upselling B2B Accountability 98

NobelBiz

APRIL 23, 2024

Automated reminders, payment notices, and self-service payment options empower debtors to fulfill their obligations at their convenience, fostering a sense of control and cooperation. These systems help manage debtor profiles, track all communications, and automate follow-ups, thereby ensuring consistency in customer service.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

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. After a call, agents spend extra time copying notes to your CRM tool.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82