SmartAction

APRIL 30, 2024

Enter a new era of customer service technology with NOVA, your Natural Omnichannel Virtual Agent design platform. Our new agent design platform has a myriad of exciting new design features that give businesses the power to access and edit their call flows in a user-friendly interface, with exciting additional upgraded technologies!

Virtual Agent 72

Virtual Agent Call flow Chatbots Self service 72

Creative Virtual

APRIL 30, 2020

By Mandy Reed, Global Head of Marketing. These organisations can ‘rescue’ the customer experience by guiding customers to the information they need online while at the same time relieving some of the pressure from their contact centre so agents can better serve customers with questions that need human support.

Virtual Agent 78

Virtual Agent Self service Customer Experience Government 78

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

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

Call Design

FEBRUARY 19, 2025

Marketing Campaigns: Promotions, discounts, or advertising can drive an increase in customer interest and result in more calls. Tools like Intradiem (Real Time Management automation) and calld.ai (virtual agents) can help ensure the service you offer doesnt suffer during peaks in demand. So, what can you do? Intradiem and calld.ai

Virtual Agent 88

Virtual Agent Wait times Advertising Time management 88

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

DMG Consulting

MARCH 13, 2025

without the help of a live agent, salesperson, or other employee. Agent assist applications include transcription, real-time guidance (RTG)/next-best-action (NBA), and automated post-interaction summarization. But this is just the beginning for these solutions.

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Interactive Voice Response Self service Virtual Agent Consulting 62

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

MAY 28, 2020

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

Virtual Agent 52

Virtual Agent Chatbots Self service Best practices 52

LiveVox

OCTOBER 13, 2021

With organizations spending over $350B on customer service collectively, many are looking to AI and virtual agents to flatten overhead costs. That’s why AI-enabled virtual agents have become such a hot commodity in the customer service market. When businesses implement virtual agents, they […].

Virtual Agent 52

Virtual Agent Customer Service Marketing 52

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.

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Virtual Agent Chatbots Self service Consulting 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.

Marketing 80

Marketing Virtual Agent Consulting Consulting 80

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

Creative Virtual

DECEMBER 14, 2021

By Mandy Reed, Global Head of Marketing. I was connected to a live chat agent relatively quickly, but then spent over 30 minutes in a chat that felt like it was lasting forever and, in the end, delivered no real resolution to my question. A couple months ago I had a question about an online order I had placed several days earlier.

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Virtual Agent Self service Chatbots Feedback 52

SmartAction

OCTOBER 2, 2023

FORT WORTH, Texas, August 8, 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce the appointment of its dynamic go-to-market team, a strategic alliance aimed at accelerating new growth opportunities and bolstering customer satisfaction.

Marketing 78

Marketing Virtual Agent Customer centricity Sales 78

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 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

Contact Center Pipeline

DECEMBER 28, 2020

It has been quite a journey—with many more months of market uncertainty and workplace challenges ahead. We are finally at the end of a turbulent 2020. Over the past eight months, like many of our readers, we have been forced to pivot our editorial coverage to focus on the impacts of COVID-19 on the contact […].

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Contact Center Management Marketing Virtual Agent 296

TechSee

OCTOBER 9, 2018

Customer data can be used to provide accurate product information at the right time for marketing, sales or support, or to route customers to the agents who can best address their needs. AI-powered virtual agents. 5 Enabling technologies to reach Millennials. Some specialty solutions include Knowledge Owl and Happy Fox.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

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. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

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Contact Center Customer Service Virtual Agent Self service 52

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

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.

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Best practices Virtual Agent Scripts Call flow 98

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 This enhances brand reputation, attracts new customers, and fosters customer loyalty in an increasingly competitive market. billion by 2030, growing at a whopping CAGR of 22.7% from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Liveops

OCTOBER 11, 2018

You can source virtual agents from anywhere in the U.S., Beyond just environment, the differences between call center agents and virtual, remote agents are tangible: Interested in finding out how a flex workforce might mean for your customer service team? Learn more about deploying a remote agent workforce.

Marketing 315

Marketing Virtual Agent Customer Care Call Center 315

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

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

SmartAction

NOVEMBER 22, 2023

Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent. This means a lighter load and less stress for your agents, resulting in less worker attrition, as well as requiring fewer workers in your call center. Collaborate.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

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. Yet, 95% are not successfully using AI, according to a CCW Digital Market Research study earlier this year. Essentially, it is what makes a Virtual Agent smart.

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Virtual Agent Customer Service Contact Center Chatbots 98

SmartAction

NOVEMBER 7, 2018

But as more and more companies are turning to conversational AI solutions to enable self-service automation over voice and chat, the analyst community has identified the need to create a distinct category for these cloud-based virtual agent solutions that mimic live agent behavior. Why SmartAction?

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Self service Virtual Agent Contact Center Customer Support 80

Balto

MARCH 3, 2025

The most effective automation tools include: Interactive Voice Response (IVR) systems AI-powered chatbots Automated email responses Virtual agents for basic troubleshooting Call center automation refers to the strategic use of technology to handle repetitive and time-consuming tasks within a call center.

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

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

Upstream Works

JUNE 9, 2022

I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. They can simplify the agent’s life even more and allow them to provide real value add to the customer experience that only a human can provide.

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Contact Center Brand ambassadors Call Center Virtual Agent 157

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics 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 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management 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 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service 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 2020 – 2021 Digital Customer Service Product and Market Report.

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Consulting Consulting Marketing Customer Service 62