3CLogic

MARCH 27, 2025

Yet, government agencies still face challenges such as outdated technology, siloed systems, data privacy concerns, and a shrinking workforce. Limited digital and self-service options Many agencies lack user-friendly digital tools, forcing residents to rely on phone calls or in-person visits rather than accessing services online.

Government 96

Government Self service contact center solutions Contact Center 96

SmartAction

NOVEMBER 14, 2023

FORT WORTH, Texas, November 14 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce its recent recognition as the “Best Intelligent Virtual Agent Developer 2023 – USA” by New World Report in their prestigious Software and Technology Awards.

Virtual Agent 82

Virtual Agent Contact Center Technology Metrics 82

AWS Machine Learning

OCTOBER 16, 2024

Quality control agents had to manually pick calls to audit, which was not a scalable solution. To address this, Intact turned to AI and speech-to-text technology to unlock insights from calls and improve customer service. Besides technology, Prabir has always been passionate about playing music.

Customer Service 85

Customer Service Scripts Coaching Finance 85

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

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. But technology is just part of the answer.

Virtual Agent 70

Virtual Agent Interactive Voice Response Call flow Contact Center 70

Creative Virtual

NOVEMBER 28, 2019

Creative Virtual was excited to be invited back to participate again by our partner Continuous Technologies International Ltd (CTINT) in the Symposium held on 31 October and to attend the Gala the following evening. Another organisation is using our natural language processing (NLP) capabilities to enhance their agent desktop.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

CCNG

JULY 17, 2024

However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center. Automation in contact centers refers to the use of technology to perform repetitive tasks without human intervention. These terms are thrown around and used interchangeably.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

Solvvy

NOVEMBER 30, 2022

Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. But Zoom Virtual Agent goes beyond understanding to resolution.

Virtual Agent 62

Virtual Agent Chatbots Contact Center Healthcare 62

Interactions

AUGUST 29, 2022

Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . Personalization will expand. But what’s next?

Virtual Agent 62

Virtual Agent Enterprise Self service Customer Care 62

CCNG

AUGUST 28, 2024

So, let’s dive into the realm of contact center automation, exploring how contact centers are leveraging advanced technologies to revolutionize operations and deliver great customer experience and the significant benefits they stand to gain from this digital-first approach.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Noble Systems

JUNE 26, 2020

With a cloud based IVR solution, companies can benefit from the use of modern, efficient cloud-based technologies. These systems are either tied into their PBX or ACD system or purchased as stand-alone IVR technology that can integrate with third-party products. These are typically offered on a consumption-based model.

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

AWS Machine Learning

APRIL 8, 2025

iFood has stood out for its strategy of incorporating cutting-edge technology into its operations. This personalized approach makes sure customers discover new cuisines and dishes tailored to their tastes, improving satisfaction and driving increased order volumes.

Engineering 97

Engineering Virtual Agent Management Technology 97

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Dialer 360

JANUARY 19, 2022

Virtual agents. These agents increase the customer experience because it handles routine inquiries in a fast way as well as more proficiently as compared to humans. With this effective technology, human agents have more time to focus on customer problems. This technology focuses on the analysis of languages.

Virtual Agent 48

Virtual Agent Call Center Interactive Voice Response Technology 48

Calabrio

MARCH 31, 2025

And as all the buzz has come with promises of unprecedented personalization and operational efficiency, its worth taking a closer look at the most impactful contact center use cases for generative AI and what organizations can do to make the best use of this game-changing tech in 2025 and beyond.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 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.

Virtual Agent 52

Virtual Agent Chatbots Self service Consulting 52

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. But technology is just part of the answer.

Virtual Agent 52

Virtual Agent Interactive Voice Response Call flow Contact Center 52

SmartAction

JULY 29, 2021

Customer service can come in many different forms, thanks to our modernized world: email, online chat, social media, in-person, text. Even after all the emerging technology to get help, the phone remains the preferred medium for 76% of consumers across all ages. Myth #3: Intelligent virtual agents are built and then done.

Virtual Agent 111

Virtual Agent Call Center Contact Center Engineering 111

TechSee

JANUARY 14, 2020

AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs. Automated workflows simplify agents’ repetitive daily tasks, such as auto-populating information on specific screens or sending follow-up emails after calls.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. 14% of callers request a live agent transfer. 9% of callers hang up.

Virtual Agent 48

Virtual Agent Average Handle Time Contact Center outsourcing 48

SmartAction

FEBRUARY 21, 2020

Fabletics leverages a Virtual Agent to interact with their customers every time you call them. Make it Personal. Seamless personalization and prediction helps to enhance the tone of familiarity and trust set at the beginning of the call and dramatically reduces customer effort. Keep it Conversational.

Virtual Agent 55

Virtual Agent Self service Best practices Enterprise 55

Creative Virtual

FEBRUARY 2, 2022

Insurance companies have always had the challenge of delivering personalized support for their customers. From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. By Mandy Reed, Global Head of Marketing.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. Recent advancements in AI technology, along with consumer preferences for self-service options in digital channels, are driving interest in and adoption of IVAs.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

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

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Multimodal Virtual Agent Implementation and Best Practices. View Webinar.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

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. This allows human agents to focus on more complex and high-value interactions that require empathy and critical thinking.

Call Center 52

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

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. As customer demand for outstanding and personalized service increases, so does the cost of delivering it.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. ML is a powerful tool.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. This is the first of four ways that virtual agents are automating the contact center. fewer calls being transferred to live agents.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48

SmartAction

NOVEMBER 15, 2023

With the advent of the internet, AI, and technological advancements, it has transformed into a multifaceted solution that empowers customers to find answers and solutions on their own. The evolution of self-service reflects the ever-changing landscape of technology and consumer expectations. Key Trends in Customer Self-Service 1.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

Interactions

JANUARY 21, 2025

Heres how an Intelligent Virtual Agent (IVA) that blends technology with the human touch can deliver the personalized, caring support your customers crave when the next crisis hits. Partner with an IVA provider that works with you to customize and personalize your IVA.

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

Balto

OCTOBER 22, 2024

With the rise of AI, the routine, straightforward conversations that used to require human agents can now be handled by virtual agents or automated systems. This ensures that agents can deliver a more personalized, effective response—whether they’re addressing a customer’s concerns, resolving a complex issue, or closing a sale.

Scripts 52

Scripts Call Center Customer Service call center software 52

SmartAction

JANUARY 28, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. Automate More with AI-Powered Virtual Agents. Extensive Personalization. While predictive prompts offer a small level of personalization, it is possible to go much deeper.

Virtual Agent 49

Virtual Agent Interactive Voice Response Self service Contact Center 49

SmartAction

DECEMBER 8, 2023

The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. This technology swiftly took over mundane inquiries like account balance checks or basic troubleshooting reducing routine call volumes by 35%. It was a game-changer.

Virtual Agent 81

Virtual Agent Contact Center Upselling Interactive Voice Response 81

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52