NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Decreased average handle time by 10 percent.

Contact Center 48

Contact Center Virtual Agent Net Promoter Score Fashion 48

Interactions

APRIL 14, 2021

Automation and artificial intelligence (AI) are making significant changes to the way the financial services industry handles consumer credit. And sometimes it can be just a lack of experience with financial planning. Likewise, collection agents have the unique challenge of bearing the emotional burden of collection calls.

Virtual Agent 62

Virtual Agent Call Center Return on Investment Financial 62

Forrester's Customer Insights

MARCH 10, 2021

Open finance is driven not by regulators, but by technologies like open APIs. This is steadily changing distribution patterns within the industry towards embedded finance – a world of connectivity, financial services meeting the needs of customers in the moment, in cars, in virtual agents, in shopping apps, in online marketplaces.

Virtual Agent 48

Virtual Agent Financial Connections Technology 48

TechSee

AUGUST 14, 2018

They offer insights and proposed courses of action to decision-makers based on problem diagnosis, previous actions taken, the outcomes of those actions and other relevant contextual info. For IDSS to provide additional value, new technologies must be exploited to support customers on a higher level.

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Stakeholder considerations, new technologies, and shifting demographics are all influential factors to maximize both tangible and intangible benefits in the value chain. Increasing Role of Technology in Customer Service. Wiatt and Jolene A.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

CSM Magazine

JANUARY 27, 2021

Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology.

Customer Satisfaction 59

Customer Satisfaction 2021 2020 Virtual Agent 59

Forrester's Customer Insights

JULY 30, 2020

By 2030, banking will be invisible, connected, insights-driven, and purposeful. Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade.

Banking 49

Banking 2030 Connections Insights 49

Comm100

AUGUST 17, 2022

Any thoughts as to competition, technology, our culture? Answer: “I think companies have invented great technologies. Companies need to use the technology that their customers want to use. There was a financial incentive. Technology is great until it’s not. People picked up on that and took advantage of it.

Airlines 73

Airlines Virtual Agent Omnichannel 2010 73

Magellan Solutions

JULY 29, 2021

Once a technological possibility for some industries, the reality is disrupting sectors across markets globally and affecting all aspects of our lives. . The Asian Development Bank predicts that by 2030 AI and similar technologies could displace 286,000 workers or almost a quarter of the people in the telemarketing call center Philippines.

Call Center 52

Call Center Social Media Omnichannel Contact Center 52

Inbenta

NOVEMBER 15, 2022

Natural Language Processing (NLP) is an important technology used by many companies today. With the help of NLP technology , computers now can automatically handle natural human languages like speech or text, and although this is quite fascinating in itself, the real value behind this technology lies in its use cases.

E Commerce 96

E Commerce Document Healthcare Banking 96

Bold360

NOVEMBER 30, 2016

If you’ve spent any time on the web reading the latest insights on customer service and marketing, you’ve likely heard a lot of chatter about chat bots. Chat bot technology has been around for decades, though the early iterations were quite robotic and lacked the artificial intelligence (AI) capabilities brands take advantage of today.

Definition 104

Definition ROI White Paper 2016 104

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. Companies want the operational and financial flexibility of a usage-based model versus an ownership-based model. The next 10 years will see more change to the contact center than the previous 100.

Contact Center 104

Contact Center 2025 Virtual Agent 2024 104

Forrester's Customer Insights

JULY 29, 2020

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 71

Banking 2030 2025 Retail 71

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

Forrester's Customer Insights

OCTOBER 5, 2022

New Principal Analyst joins Forrester in the areas of financial service, focusing on insurance and data, AI, and ML.

Insurance 5

Insurance Financial Virtual Agent Information 5