CSM Magazine

JUNE 16, 2023

Omnichannel AI customer support as the new norm AI enables seamless omnichannel integration (via in-app messages, push notifications, emails, etc.). LivePerson’s conversational platform goes beyond just providing insights. Dialogflow can run in over 30 languages, ensuring global reach for your virtual agents.

Customer Service 52

Customer Service Virtual Agent Omnichannel Multi-Channel 52

CSM Magazine

MARCH 15, 2024

With advanced analytics seamlessly built into AXP, agents have the tools to turn insights into action, executing on a vision of unparalleled customer care. The platform brings together omnichannel interactions, AI-infused experiences, sophisticated workforce optimisation tools, and actionable analytics in a single pane of glass.

Customer Experience 52

Customer Experience Virtual Agent Omnichannel Financial 52

Kustomer

FEBRUARY 6, 2024

Enterprise Enterprise help desk software has extensive customization options that align with specific workflows and processes of the organization, with advanced analytics, omnichannel support, and extensive integrations. This offers valuable insights into how actual customers perceive the services provided by these platforms.

2024 98

2024 Multi-Channel Omnichannel E-support 98

Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Access this webinar: From Brick & Mortar to Digital Superhero: DSW’s Journey to AI-Powered Virtual Agents.

Virtual Agent 55

Virtual Agent Customer Experience Average Handle Time Omnichannel 55

CSM Magazine

NOVEMBER 3, 2022

Despite a minority (28%) of customer experience leaders deploying virtual agents, they recognize the benefits of this human-centric approach to the contact center experience. These leaders report looking to virtual agents to not only improve their business outcomes but to create a more emotional connection with customers.

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

CSM Magazine

JUNE 12, 2020

As intelligent automation draws useful insights from purchasing and retail trends, businesses can use this data to improve overall service. In contrast, omnichannels avoid adding new digital technologies to an already siloed system. Instead, they thread backend systems into a single platform with multiple-access touchpoints.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

UJET

SEPTEMBER 15, 2020

In theory, these tools are integrated through APIs so they can share data to provide deeper reporting insights, but UJET’s State of the Customer Experience Trend Report revealed that, of the over 290 senior-level contact center professional respondents, 54% of respondents said there were some silos and 30% said there were lots of silos.

Customer Experience 78

Customer Experience Contact Center Omnichannel Virtual Agent 78

CSM Magazine

DECEMBER 17, 2019

An interaction might start with a basic chatbot, switch to an AI-powered virtual agent that understands context better and finally escalate to a voice call with a contact centre agent. Investments in omnichannel CX will take off. In 2020 cloud and AI contact centre deployments will accelerate.

Banking 85

Banking 2020 Customer Experience Virtual Agent 85

UJET

SEPTEMBER 15, 2020

In theory, these tools are integrated through APIs so they can share data to provide deeper reporting insights, but UJET’s State of the Customer Experience Trend Report revealed that, of the over 290 senior-level contact center professional respondents, 54% of respondents said there were some silos and 30% said there were lots of silos.

Customer Experience 56

Customer Experience Contact Center Omnichannel Virtual Agent 56

Kustomer

JUNE 27, 2022

Key Features: Digital and Voice Channels, Voice, Messaging, Virtual Agent, Contact Center Software Integrations, Remote Work Price : $65/month. Key Features: Human Cloud Network, Artificial Intelligence, Machine Learning, Real-Time Insights Price : Free to start, $15 per month for premium. Is the software easy to implement?

2022 98

2022 Customer Service E Commerce E-support 98

NICE inContact

MAY 21, 2019

Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor. For some cutting-edge insights on self-service and CX, please register to join me.

Virtual Agent 54

Virtual Agent Webinar Consumers 2019 54

Calabrio

JANUARY 6, 2016

A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

Comm100

FEBRUARY 16, 2018

As each year comes to a close, thought leaders and customer experience experts rush to offer insight on how these changes will manifest themselves in the coming months – and whether nor not they’ll leave a lasting impact on the industry. Want the latest live chat and customer service insights to further inform your 2018 strategy?

2018 40

2018 2017 Customer Service Social Media 40