Uniphore

NOVEMBER 19, 2021

By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized.

Customer Experience 264

Customer Experience Contact Center AI Technology 264

Uniphore

JANUARY 4, 2022

Conversational AI Platform. Conversational AI. Emotion AI. Conversational AI Platform. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. U-Self Serve. Case Studies. White Papers.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. It’s worth noting that these AI advancements do pose challenges too.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

Comm100

JANUARY 2, 2024

Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. This allows for more proactive and relevant customer support.

AI 72

AI Customer Service Gaming Innovation 72

Uniphore

NOVEMBER 17, 2021

Attributes 526% Revenue Growth to Massive Enterprise Demand for its Conversational Automation Platform that Uses AI to Modernize and Democratize Customer Experiences Palo Alto, Calif. As a result, Uniphore now supports over 175,000 customer service agents who can handle more than 120 million engagements every month.

Technology 246

Technology Technology Innovation Entertainment 246

Zendesk

JUNE 28, 2023

Things move fast in the world of AI, and that pace of change evokes mixed feelings for people working in customer support. While the technology shows obvious potential for helping businesses provide richer customer experiences, it also spawns concerns about the unknown. That idea has driven Zendesk’s AI offerings, she said.

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AI Sentiment Analysis Technology Technology 96

VOZIQ

NOVEMBER 20, 2023

Through our best-of-customer intelligence series, we unravel the wisdom distilled from the best minds on the internet, offering a roadmap for subscription businesses to become the trailblazers of change and innovation. We hope these insights guide your business to thrive in the realm of sustained customer success.

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Predictive Analytics Customer Retention AI Social Media 52

Uniphore

OCTOBER 21, 2021

Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. Uniphore’s advanced conversational AI for sentiment, intent and emotion analysis, together with Jacada’s workflow and desktop automation empower agents with the most comprehensive agent-assist solution, U-Assist.

Contact Center 189

Contact Center AI Education Healthcare 189

The Customer Service Blog

JANUARY 4, 2024

The Institute of Customer Service will be holding their Annual Conference on 12th March 2024 at the London Hilton Hotel on Park Lane. The event is the biggest forum for customer service thought leadership and best practice in the UK. The event is open to members and non-members.

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Customer Service Customer Satisfaction AI 79

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

Execs In The Know

APRIL 25, 2024

The Enterprise Conversational AI market is fundamentally broken. Forbes 2023 ] On the other hand, the demand is the highest it’s ever been with the Generative AI market size expected to reach $66.62 Forbes 2023 ] On the other hand, the demand is the highest it’s ever been with the Generative AI market size expected to reach $66.62

AI 52

AI CXM Engineering Business Operations 52

Uniphore

OCTOBER 26, 2021

Uniphore provides a unique value proposition that combines improved CX along with a great return-on-investment, increasing customer satisfaction while driving cost savings. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more.

Innovation 179

Innovation AI Artificial Intelligence Sales 179

Execs In The Know

APRIL 5, 2024

Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations. How Brands Are Prioritizing Channels Balancing customer preferences with operational constraints is an ongoing challenge in customer experience. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. Additionally, our CAB members are buzzing about AI. Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

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Customer Service Artificial Intelligence Machine Learning AI 71

Customer Service Life

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Beyond “buy 10 get one free”: What is customer loyalty? Thanks for continuing to read this blog.

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Customer Service Contact Center AI Customer Loyalty 149

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? What is Generative AI? How Does Generative AI Work?

AI 52

AI Artificial Intelligence Gaming Technology 52

Comm100

MARCH 6, 2024

Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. The advantages of live chat 1.

AI 90

AI Customer Service Sales Customer Satisfaction 90

Zendesk

DECEMBER 14, 2023

Tom Eggemeier knows a thing or two about customer experience. “They gave amazing, proactive, personalized customer service to the people that shopped in their store, and I remember being in there,” he says. Long before he was the CEO of Zendesk, his grandparents operated a small grocery store in Covington, Kentucky.

AI 69

AI Customer Service Retail Innovation 69

Zendesk

AUGUST 9, 2023

To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent. He directed his team to refresh the articles and revamp the site navigation, and now self-service articles number around 2,000. “We

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Artificial Intelligence AI Customer Experience 97

Win the Customer

SEPTEMBER 6, 2023

In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business.

AI 64

AI Customer Service Artificial Intelligence Gaming 64

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Zendesk

NOVEMBER 1, 2023

More than ever, IT leaders are experiencing a greater level of responsibility: from taking charge of data security to implementing AI, these technology professionals play an increasingly vital role in how CX is delivered to customers. There’s definitely a dependency happening that they are interrelated.

Manufacturing 75

Manufacturing AI Technology Technology 75

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?

AI 74

AI Customer Service Technology Technology 74

Intercom

DECEMBER 5, 2023

And can support teams do the same to convey their true value within their companies – and, in particular, convince other teams of the value of AI-powered support tools? For a long time, customer service teams have been trying to convey the incredible value they provide to the rest of the company.

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AI Customer Service Customer Experience 97

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Business Growth Innovation AI 106

Zendesk

OCTOBER 19, 2023

As businesses rush to tap generative AI’s vast potential to transform the customer experience, analysts watching this modern-day gold rush have responded with both optimism and caution. Companies need to be transparent about their use of AI and disclose when AI is making decisions,” Kingsley said.

AI 59

AI Healthcare Education Customer Loyalty 59

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

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Customer Service Social Media Omnichannel AI 73

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Uniphore

NOVEMBER 23, 2021

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation.

E-commerce 130

E-commerce Innovation Compliance AI 130

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 52

AI Customer Experience Social Media Machine Learning 52

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service.

AI 66

AI Customer Service CX Retail 66

Fonolo

SEPTEMBER 4, 2018

We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. What about the broader issue of AI catching up with the job of call center agent? They show employment of “Customer Service Representatives” consistently growing over the last few years. Self-Service Substitution.

AI 209

AI Contact Center Start-ups Innovation 209

Execs In The Know

OCTOBER 9, 2023

Reflecting on 2023, it’s evident that AI has made monumental strides from both a consumer and brand perspective. But across the undulating positives and negatives, there remains no question that AI will play a significant role in the future of businesses everywhere. So, will AI be our new superpower or our substitute?

AI 52

AI Customer Service CX Technology 52

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation?

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Customer Service B2B AI Innovation 59