NICE inContact

MARCH 28, 2019

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time.

Virtual Agent 59

Virtual Agent Contact Center 2019 Consumers 59

TechSee

FEBRUARY 12, 2018

Considering this strong consumer preference for text, companies should strongly consider augmenting voice-based customer support with an option that allows customers to interact with your company via text as well. Immerse technologies provide the ability to interact and communicate with the virtual environment. Get started now.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

Considering this strong consumer preference for text, companies should strongly consider augmenting voice-based customer support with an option that allows customers to interact with your company via text as well. Immerse technologies provide the ability to interact and communicate with the virtual environment. Get started now.

2018 84

2018 Customer Service Multi-Channel Document 84

CSM Magazine

JUNE 11, 2019

Worldwide, the number of users at the start of 2019 has grown to almost 3.5 AI enabled customer service technology, such as Google’s AI enabled contact centre solutions , in partnership with Mitel, have the ability to route social interactions in the same way as all other media. Empowered agents through AI.

Social Media 40

Social Media Virtual Agent 2019 ROI 40

Playvox

JANUARY 13, 2022

Artificial intelligence is also enabling new technologies including smart virtual agents that facilitate self-service and tools that measure customer sentiment in real time. Did you know some CRM systems have capabilities to route voice and digital interactions?

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

Magellan Solutions

JULY 29, 2021

Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads. By pre-qualifying leads with call center AI, you increase the number of conversations for your live agents. Intelligent virtual agents work to increase contact rates.

Call Center 52

Call Center Social Media Omnichannel Contact Center 52

NICE inContact

MAY 21, 2019

Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor. You will learn so much more in an upcoming, interactive webinar focused solely on self-service.

Virtual Agent 54

Virtual Agent Webinar Consumers 2019 54

Uniphore

JULY 21, 2021

These can be established through the following: Observing: Look for patterns in how customers interact with your current solution Engaging: Seek customer feedback and stories Watching and listening: Gartner suggests having a person run through a task while you watch and ask questions about their experience. List your CX goals beforehand.

Customer Service 52

Customer Service Management Contact Center Social Media 52

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. These human-like automated bots can seamlessly interact with customers, assisting them with simpler inquiries while offloading agents until they are needed. Is your interest piqued?

Contact Center 104

Contact Center 2025 Virtual Agent 2024 104

Comm100

FEBRUARY 16, 2018

Mark Zuckerberg, the founder of the social media giant, explains that passively consuming information on social media can have negative health consequences for users, and that Facebook will be making the switch “from focusing on helping you find relevant content to helping you have more meaningful social interactions.”

2018 40

2018 2017 Customer Service Social Media 40