2020 Interaction Omnichannel Virtual Agent 
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.”. Unsurprisingly, mobile usage skyrocketed during the pandemic, and the percentage of mobile interactions with the contact center is now estimated to be 80% or higher globally.
CSM Magazine
DECEMBER 17, 2019
John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. One reason is that we can all talk faster than we can type – and it’s a far more natural way for people to engage for more complicated interactions. In 2020 cloud and AI contact centre deployments will accelerate.
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CSM Magazine
JUNE 12, 2020
Telephone assistance, written letters, and face-to-face interaction—once staples of the office landscape—are no longer sufficient to meet the changing needs of today’s global marketplace. In contrast, omnichannels avoid adding new digital technologies to an already siloed system. In this in-depth article, Reina G. Wiatt and Jolene A.
Interactions
JANUARY 14, 2021
According to PwC’s 2020 Global Digital IQ survey , 66% of companies said revenue growth and profitability would suffer if they didn’t digitally transform quickly enough. Questions are answered in real-time whether by a human agent or a virtual agent. Think of a phone conversation or a live chat conversation.
Calabrio
JANUARY 6, 2016
By 2020, the number of connected “things” is expected to rise to 30 billion. By the year 2020, your washing machine breaks down. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Is that interaction positive or negative? Should we be worried?
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