CSM Magazine

MARCH 15, 2024

With advanced analytics seamlessly built into AXP, agents have the tools to turn insights into action, executing on a vision of unparalleled customer care. We can assemble customised solutions with the exact capabilities each customer needs — no more, no less. For existing Avaya customers, the path is even clearer.

Customer Experience 52

Customer Experience Virtual Agent Omnichannel Financial 52

Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

CSM Magazine

JUNE 16, 2023

Through examining customer data, activity records, and demands, AI can anticipate and tackle problems, delivering prompt assistance and improving the overall experience. Omnichannel AI customer support as the new norm AI enables seamless omnichannel integration (via in-app messages, push notifications, emails, etc.).

Customer Service 52

Customer Service Virtual Agent Omnichannel Multi-Channel 52

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

Bold360

SEPTEMBER 15, 2020

Whether customer interaction happens via live chat or chatbot, the user experience is much the same. The customer types a question into the chat window and receives an appropriate response. AI-powered chatbots seamlessly escalate customer interactions to live chat whenever an issue is too complex for the chatbot to handle.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

Interactions

JULY 29, 2020

Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. Virtual agents can support an omnichannel approach to customer service.

Contact Center 71

Contact Center Virtual Agent Call Center Events 71

TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146