Bold360

SEPTEMBER 15, 2020

The strongest, most well-rounded omnichannel customer engagement strategies employ both live chat and chatbot integration to deliver a better, more scalable and 24/7 customer experience (CX) across channels, as well as a better employee experience (EX). The customer types a question into the chat window and receives an appropriate response.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

CSM Magazine

DECEMBER 17, 2019

To help boost their NPS and differentiate their services, banks will turbocharge contact centres with smart voice channels that offer a frictionless customer experience. Investments in omnichannel CX will take off. Even younger customers are embracing voice, thanks to the ubiquity of voice assistants such as Siri and Alexa.

Banking 85

Banking 2020 Customer Experience Virtual Agent 85

TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

NICE inContact

MARCH 28, 2018

Call it any name NPS score, CX score or calculate it any which way, they all point to happy, satisfied customers. With NICE inContact CXone customers have gotten up to 44% increase in CSAT scores driving huge revenue benefits and some customers removed 10% to 20% of calls from live agent queues by deploying a virtual agent.

Metrics 48

Metrics Customer Experience Contact Center Average Handle Time 48

Pointillist

SEPTEMBER 28, 2021

Omnichannel Interaction Data is Siloed or Nonexistent. The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering. Measure and Manage Omnichannel KPIs. Failure to Recognize Context Puts CX at Risk. Unfortunately, many contact center leaders struggle to do so.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

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: Real-Time QA, Coaching, Medallia Text Analytics, CSAT, NPS, and CES, Service Recovery Price : Free Trial.

2022 98

2022 Customer Service E Commerce E-support 98