Playvox

MARCH 19, 2024

These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. Automatically surface insight into customer sentiment across all digital interactions.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Today, live agents are optimized to help customers more quickly on complex needs. Average handle time (AHT) , a key CX metric, has fallen by two minutes!

Virtual Agent 55

Virtual Agent Customer Experience Average Handle Time Omnichannel 55

Pointillist

SEPTEMBER 28, 2021

Let’s dive into four reasons contact center leaders struggle to minimize costs while improving customer satisfaction at the same time. Omnichannel Interaction Data is Siloed or Nonexistent. The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40