Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. 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. 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.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 48

Contact Center Virtual Agent Net Promoter Score Fashion 48

Tricia Morris

MAY 18, 2015

According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Contact centers are working to address this growing and changing channel use. Agent responsibilities are changing.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

West Monroe

JULY 27, 2017

Not only did it go from an online bookstore to one of the largest retailers in the world, but Amazon has now tapped contact centers. Amazon Web Services recently announced Amazon Connect – a simple and cost effective, cloud-based contact center technology that has left the contact center industry (and us) buzzing.

Contact Center 49

Contact Center Connections Virtual Agent Metrics 49

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

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. Simply bolting new technologies onto a legacy system or a more modern cloud-based system is never the solution.

Virtual Agent 82

Virtual Agent Contact Center Multi-Channel Omnichannel 82

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. Integration with CRM and other applications provide a complete customer context in terms of profile, interaction and transaction data that helps agents solve customer issues right, the first time.

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

Kustomer

JUNE 27, 2022

Types of Customer Support Software What Are the Key Technology Components of Customer Service? Recent technological advancements in customer care have not only created a much-needed pathway for brands and customers to connect, but have also served to elevate the virtual service experience as a whole.

2022 98

2022 Customer Service E Commerce E-support 98

Call Experts

MAY 8, 2019

As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. 39% rise in digital sales.

Customer Experience 65

Customer Experience Call Center Contact Center 2018 65

TechSee

NOVEMBER 19, 2019

From its introduction in the 1970s, it has become increasingly common thanks to increased CPU power and advances in speech applications that have made the technology cheaper to deploy. Conversational AI platforms – better known as chatbots – have become the go-to technology for automating and scaling simple customer episodes.

Insurance 19

Insurance Customer Journey 2025 Virtual Agent 19

NICE inContact

JULY 29, 2019

Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. contact center was going nowhere. contact center was going nowhere. And then there’s the matter of remote agents.

Travel 11

Travel Innovation Virtual Agent Contact Center 11

Qualtrics

NOVEMBER 21, 2019

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. But we do expect AI to help drive adoption of virtual assistants and for it to become the primary channel of self service.

2020 38

2020 Customer Experience Virtual Agent Healthcare 38