Avaya

APRIL 10, 2019

Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 25% reduction in agent turnover. of organizations are using or planning to use AI for customer interactions or analytics. AI is finding a comfortable home in the contact center.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

UJET

MARCH 22, 2021

IVRs have evolved considerably over the last 30 some years, but, before jumping straight into the latest technology, we first need to address how the customers who are interacting with these IVRs have also evolved. Human interaction has evolved. And the IVR is at the heart of that journey. Changes in Consumer Behaviors. 5hrs / day.

Virtual Agent 82

Virtual Agent Contact Center Multi-Channel Omnichannel 82

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. Additional findings from Waterfield Tech’s research include: The Value of Investing in the Contact Center. 80% are using voice.

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy.

Virtual Agent 82

Virtual Agent Customer Service Contact Center Average Handle Time 82

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy.

Virtual Agent 72

Virtual Agent Customer Service Contact Center Average Handle Time 72

NICE inContact

MARCH 28, 2018

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. It turns out it is as much a customer experience metric.

Metrics 48

Metrics Customer Experience Contact Center Average Handle Time 48

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

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Design advanced, skill-based rules to manage customer interactions that change depending on real-time situations. Develop sophisticated performance analytics that evaluates contact center metrics.

Customer Experience 65

Customer Experience Call Center Contact Center 2018 65

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. FAQs, product manuals, videos) and it can interact with and respond to the user. staff training guides, tools and company policies).

2022 98

2022 Customer Service E Commerce E-support 98

TechSee

NOVEMBER 19, 2019

Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. According to Gartner, by 2025, 30% of major enterprises will be utilizing conversational platforms for both customer service interactions and to improve employee effectiveness.

Insurance 19

Insurance Customer Journey 2025 Virtual Agent 19

Qualtrics

NOVEMBER 21, 2019

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. AI will drive up virtual agent adoption – and free up humans. The continued rise of the new contact center.

2020 38

2020 Customer Experience Virtual Agent Healthcare 38