CSM Magazine

MARCH 15, 2024

By moving to AXP, this financial services giant would be able to streamline interactions across its massive customer base and equip agents with advanced capabilities to drive more personalised, efficient experiences. We can assemble customised solutions with the exact capabilities each customer needs — no more, no less.

Customer Experience 52

Customer Experience Virtual Agent Omnichannel Financial 52

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

CSM Magazine

JUNE 16, 2023

More and more companies are using AI tools to improve customer service and simplify their processes. These digital solutions herald a new epoch of personalized interactions, seamless support, and unparalleled efficiency. AI-powered customer service: taking interactions to the next level AI and customer service is an exciting topic.

Customer Service 52

Customer Service Virtual Agent Omnichannel Multi-Channel 52

Bold360

SEPTEMBER 15, 2020

Live chat is a customer engagement channel that enables human agents and customers to interact in real-time conversations through a live chat window on a website or mobile app. Whether customer interaction happens via live chat or chatbot, the user experience is much the same. Live Chat, Defined.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

Interactions

JULY 29, 2020

Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. Virtual agents can support an omnichannel approach to customer service.

Contact Center 71

Contact Center Virtual Agent Call Center Events 71

Interactions

MAY 28, 2020

In a recent Interactions survey of over 1000 US consumers , 45% of consumers prefer to have their inquiry handled by an AI system if it’s faster, and more than a fifth (21%) indicate that they are now more comfortable with having a full conversation with an AI-powered system. . Are you ready for AI or Virtual Agents?

Multi-Channel 83

Multi-Channel Customer Journey Mapping Virtual Agent Customer Service Strategies 83