UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Support the DIY culture: Focus on consumer enablement and empowerment through self-service. Self-service platforms. AI-powered virtual agents. 5 Enabling technologies to reach Millennials.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Self service 59

Self service Virtual Agent Contact Center CRM 59

Inbenta

OCTOBER 30, 2024

Virtual agents and chatbots Thanks to NLP technology, chatbots have become more human-like.  Retail & e-commerce Retailers can use NLP to analyze customer data and transform it into actionable insights to make more informed decisions across their processes, from product design and inventory management to sales and marketing.

Healthcare 52

Healthcare Chatbots Virtual Agent Banking 52

CCNG

AUGUST 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Solvvy

NOVEMBER 30, 2022

Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers. Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences.

Virtual Agent 62

Virtual Agent Chatbots Contact Center Healthcare 62

Creative Virtual

MARCH 14, 2022

By Mandy Reed, Global Head of Marketing. If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Why is the ability to integrate your chatbot or virtual agent with other backend systems so important?

Self service 59

Self service Virtual Agent Chatbots Technology 59

DMG Consulting

FEBRUARY 1, 2022

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. This is where the market faces a major challenge.

Self service 59

Self service Virtual Agent Scripts Contact Center 59

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

Calabrio

MARCH 31, 2025

In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go. This frees agents to concentrate on complex, high-value interactions, accelerating resolution times and driving down operational costs.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Creative Virtual

MAY 28, 2020

By Mandy Reed, Global Head of Marketing. Do you have a chatbot or virtual agent on your roadmap? Do you need to upgrade a poor performing self-service tool? Are you curious about successful use cases for AI-enhanced virtual agents? Questions to ask when selecting a chatbot or virtual agent solution.

Virtual Agent 52

Virtual Agent Chatbots Self service Best practices 52

DMG Consulting

JUNE 11, 2019

Making Sense out of the RPA Market. The robotic process automation (RPA) market is growing rapidly, and new uses are being identified throughout enterprises continually. To bring clarity to this sector, DMG Consulting has drafted and issued definitions for these solutions. RPA Defined. RPA vs. IVA. Final Thoughts.

Marketing 80

Marketing Virtual Agent Consulting Consulting 80

Creative Virtual

MARCH 25, 2021

By Mandy Reed, Global Head of Marketing. During the past year, more customers have turned to digital channels and automated self-service for support. Usage of virtual agents and chatbots exploded with record-breaking levels of traffic. If that grace period did exist, it is now long over!

Self service 59

Self service Virtual Agent Chatbots outsourcing 59

Creative Virtual

JULY 10, 2020

By Mandy Reed, Global Head of Marketing. Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Creative Virtual

JUNE 7, 2022

By Mandy Reed, Global Head of Marketing. Virtual agents. Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

Creative Virtual

FEBRUARY 7, 2023

By Mandy Reed, Global Head of Marketing The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. This can be applied to marketing, sales, and customer support. Sometimes those of us in marketing and sales are guilty of spinning the truth a little bit.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Creative Virtual

SEPTEMBER 9, 2020

We take great pleasure in introducing this newly created whitepaper from Creative Virtual as it has a lot of straight talk about one of our favourite subjects: user experience in the realm of self-help tools. This is the sort of invaluable consultation experience you will receive when you work with the right virtual agent vendor.

Virtual Agent 52

Virtual Agent Chatbots Self service Consulting 52

Creative Virtual

DECEMBER 14, 2021

By Mandy Reed, Global Head of Marketing. After searching through the information on the website in an attempt to self-serve with no success, I started a live chat session. Make it obvious that it is a digital, automated tool with wording such as ‘Please ask our Virtual Agent’.

Virtual Agent 52

Virtual Agent Self service Chatbots Feedback 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. The vast majority of IVRs on the market have not been overhauled in more than five years. August 4, 2022 By Donna Fluss.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

Creative Virtual

JANUARY 12, 2021

By Mandy Reed, Global Head of Marketing. Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Creative Virtual

MARCH 27, 2020

By Mandy Reed, Global Head of Marketing. With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. Organisations with an existing self-service solution have a definite advantage.

Self service 52

Self service Virtual Agent Chatbots Best practices 52

Creative Virtual

MAY 14, 2020

By Mandy Reed, Global Head of Marketing. Just as customers are increasingly adopting self-service channels, employees are also increasingly open to using self-help options. When it comes to creating a successful employee self-service strategy, there’s no one-size-fits-all approach.

Self service 52

Self service Virtual Agent Chatbots Technology 52

CSM Magazine

APRIL 26, 2022

Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. Recent Avaya research with Ipsos indicates that based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others.

Virtual Agent 52

Virtual Agent Construction Self service Wait times 52

Creative Virtual

FEBRUARY 2, 2022

By Mandy Reed, Global Head of Marketing. From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. Read more on these insights from ITL by downloading the full ‘The Virtual Insurance Agent’ whitepaper.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

DMG Consulting

JANUARY 19, 2025

The following are a few areas where AI and innovation, along with industry best practices, are aligning to deliver to the market the tools and knowledge to enhance the customer and employee experience while improving productivity (reducing cost or increasing revenue).

Contact Center 48

Contact Center Virtual Agent Self service Best practices 48

Noble Systems

JUNE 26, 2020

The IVR system then uses routing rules to send the call to either an agent or a self-service application. In addition to outbound “virtual agent” collections calls, IVR allows customers to obtain their account information and make payments through self-service features.

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

Creative Virtual

APRIL 22, 2020

By Mandy Reed, Global Head of Marketing. In the recently published report The Inner Circle Guide to AI-Enabled Self-Service (available for download in a UK version and in a US version ), ContactBabel takes a deep dive into the current status of CX self-service technologies, use cases and customer preferences.

Self service 52

Self service Customer Experience Virtual Agent Chatbots 52

Creative Virtual

APRIL 21, 2022

By Mandy Reed, Global Head of Marketing. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences. completely replace human contact center agents.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

SmartAction

JANUARY 11, 2024

FORT WORTH, Texas, January 10, 2024 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands , is proud to announce a comprehensive brand refresh and the launch of its innovative NOVA (Natural Omnichannel Virtual Agent) agent design platform.

Virtual Agent 89

Virtual Agent Customer Service Call flow Self service 89

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. DMG expects the market to grow at a minimum of 22.5%

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

TechSee

APRIL 21, 2021

Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. Will AI in call centers replace agents?

Call Center 136

Call Center Contact Center Self service call center solutions 136

Uniphore

AUGUST 12, 2021

Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. View Webinar.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

Cisco - Contact Center

AUGUST 3, 2020

This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries. Let me share some of the reasons Webex Contact Center received this recognition. Cloud Agility.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116