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. According to a recent study conducted by Gartner Research, 15 percent of all customer service interactions will be handled entirely by AI by 2020 1.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Customer Satisfaction 59

Customer Satisfaction 2021 2020 Virtual Agent 59

Oracle

OCTOBER 1, 2019

Many retailers dream of the day they’ll be able to streamline interactions between customers and products, as well as to offer round-the-clock service while not breaking the salary budget. Gartner research found that 25% of customer service operations will use virtual customer assistants by 2020. Frictionless experience.

Customer Service 74

Customer Service Virtual Agent Average Handle Time Retail 74

Interactions

JULY 2, 2020

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. In fact, consumer debt has risen to record-breaking heights, at over $14 Trillion by mid-2020. 2020 has tested the limits of the collector workforce.

Virtual Agent 62

Virtual Agent Contact Center Financial 2020 62

TechSee

OCTOBER 23, 2018

AI uses interaction history to develop a specific profile of each customer, allowing them to deliver high levels of personalization in customer engagement. According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots. Increasingly, the answer is YES.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

BlueOcean

OCTOBER 22, 2020

(Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Virtual Training: Moving from Just “Getting It Done” to “Doing It Well”. For most of us, the success measure for the big 2020 pivot was simply staying operational. Making Virtual Agent Training Work for You.

Contact Center 156

Contact Center Virtual Agent 2021 Engagement 156

Interactions

DECEMBER 18, 2019

To reflect on this past year and change our focus to the next 10, we gathered Interactions experts to give their take on what the biggest trends of 2019 were: Voice is Back Baby . Voice search is up–50% of all searches will be voice searches by 2020, per comScore. AI and Agents: Better Together.

2019 62

2019 Customer Experience 2010 Contact Center 62

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.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

Inbenta

OCTOBER 11, 2021

We’re at our best when we’re interacting, whether it be with family, colleagues, or even machines. . According to Business Insider, nearly 40% of internet users worldwide prefer chatbots over less conversational virtual agents. . billion in 2020 and is set to gain another $95.41 – Go Forth and Chat.

2028 69

2028 2030 Interaction Virtual Agent 69

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago.

User Experience 98

User Experience Virtual Agent Contact Center 2023 98

ProProfs Chat

JUNE 14, 2019

B2B decision makers felt the lack of speed in interactions with their suppliers is the number one pain point, mentioning twice as often as price. They wish to avoid lack of speed when it comes to support interactions because it makes them feel unappreciated. Harris Interactive. Harris Interactive. Temkin Group.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Uniphore

JUNE 10, 2021

Agents were overwhelmed by the business, products/processes or customer-interaction technology. Automation can cut onboarding time by freeing agents to focus on higher priority interactions. For more than three decades, Jacada has led the field in automated self-service solutions and agent-assisted automation solutions.

Call Center 98

Call Center Contact Center Webinar 2021 98

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.

Multi-Channel 62

Multi-Channel Virtual Agent Customer Journey Omnichannel 62

Oracle

MAY 29, 2018

According to Gartner, by 2020, virtual agents will participate in a majority of commercial interactions between people and businesses. And all those photos … users are now leveraging Pinterest boards to conduct matching image searches.

2018 49

2018 Marketing Virtual Agent B2C 49

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?

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

West Monroe

JANUARY 9, 2018

Two common interactions in every business environment are looking up a piece of information or checking the status of a task. The good news is, the capabilities and technologies have arrived to enable these experiences, and they’re poised to change the way businesses and customers interact. What are conversational interfaces?

Technology 58

Technology Reference Multi-Channel Virtual Agent 58

Interactions

FEBRUARY 18, 2021

This blog is written courtesy of Interactions R&D team. Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents. 3] Price, R., 4] Price, R.

2018 71

2018 2020 Virtual Agent Workshop 71

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. As the CX industry continues to mature, it’ll become more important to understand and measure the value of investments in CX and the ability to provide personalized interactions at scale. Well, certainly both seem viable.

2020 38

2020 Customer Experience Virtual Agent Healthcare 38