UJET

DECEMBER 2, 2020

This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Contact Center 72

Contact Center White Paper Virtual Agent Consulting 72

UJET

DECEMBER 2, 2020

This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Contact Center 56

Contact Center White Paper Virtual Agent Consulting 56

Think Customers

OCTOBER 4, 2021

In most cases it’s an artificially intelligent virtual agent that greets users in the corner of the screen with the option to continue the conversation with the AI or transfer to an agent. Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Bold360

NOVEMBER 30, 2016

What’s more, failing to get it right has detrimental effects on the customer experience. Sprinklr points out several compelling statistics that illustrate just how damaging ineffective customer support processes are: 74% of consumers are frustrated when they have to contact companies multiple times for the same reason.

Definition 104

Definition ROI White Paper 2016 104