TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. AI-powered virtual agents. Cloud-based CRMs, self-service portals, AI-powered virtual agents, visual engagement and personalization tools have emerged to help companies maintain a competitive advantage when it comes to Millennial generation customer service.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. According to the Fidelity National Information Services (FIS) , which works with 50 of the world’s largest banks, there was a “200% jump in new mobile banking registrations” in early April 2020. . Invest in artificial intelligence.

Banking 119

Banking Contact Center Virtual Agent Financial 119

Interactions

JULY 2, 2020

Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. 2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. .

Virtual Agent 77

Virtual Agent Contact Center Financial 2020 77

Interactions

JULY 2, 2020

Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. 2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. .

Virtual Agent 62

Virtual Agent Contact Center Financial 2020 62

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

UJET

JUNE 25, 2021

In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”. We’re long past the days where customer experience is an afterthought and the contact center is viewed as a cost center. Your Customers Are Mobile-First.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

Interactions

DECEMBER 18, 2019

Voice search is up–50% of all searches will be voice searches by 2020, per comScore. More and more companies are recognizing the importance in cultivating customer relationships and trust throughout the customer journey, including providing services through the contact center. AI and Agents: Better Together.

2019 62

2019 Customer Experience 2010 Contact Center 62

Oracle

OCTOBER 1, 2019

That’s a particularly attractive solution when a chatbot — also called a “virtual agent” — is offered as the initial strategy, with a live agent available as needed. Gartner research found that 25% of customer service operations will use virtual customer assistants by 2020.

Customer Service 74

Customer Service Virtual Agent Average Handle Time Retail 74

TechSee

OCTOBER 23, 2018

According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots. Using AI to enhance interactions with customers is quickly gaining traction.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Uniphore

AUGUST 12, 2021

Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. View Webinar.

User Experience 98

User Experience Virtual Agent Contact Center 2023 98

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. By 2020, the number of connected “things” is expected to rise to 30 billion. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

ProProfs Chat

JUNE 14, 2019

46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. It’s estimated that by 2020, 85% of customer service interactions will be automated. Latest Customer Experience Trends. Forrester. Microsoft.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Qualtrics

NOVEMBER 21, 2019

Our team of CX experts have looked into their crystal balls to see what’s coming around the corner in 2020. AI will drive up virtual agent adoption – and free up humans. Contrary to popular belief, virtual agents aren’t about to replace humans in front-end operations. Well, certainly both seem viable.

2020 38

2020 Customer Experience Virtual Agent Healthcare 38