DMG Consulting

JUNE 27, 2022

Making the Case for an Intelligent Virtual Agent. The challenge is that many companies successfully using interactive voice response (IVR) solutions to displace a large percentage of contact center calls don’t yet appreciate the greater potential value of intelligent virtual agents (IVAs). June 27, 2022 By Donna Fluss.

Contact Center 48

Contact Center Artificial Intelligence Predictive Analytics Machine Learning 48

MyCustomer Experience

MARCH 24, 2022

BInsurance companies have always had the challenge of delivering personalized support for their customers. From selecting coverage and. 24th Mar 2022. By Mandy Reed Global Head of Marketing.

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Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort. Multimodal Virtual Agent Implementation and Best Practices. View Webinar.

Contact Center 246

Contact Center AI Sales Technology 246

DMG Consulting

NOVEMBER 11, 2019

Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs).

Technology 59

Technology Technology 59

Knowmax

JANUARY 9, 2021

How AI virtual assistant can be your support agent?

AI 52

AI 52

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Foundational component of next-gen, digitally transformed service organizations. Botanic Technologies and Capito.ai are covered at a high level.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. The 2018 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

Knowmax

SEPTEMBER 27, 2020

Virtual call centers: Tips and tricks for agents working from home.

Customer Experience 52

Customer Experience 52

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. 0% Security issues with Agents at Home. Drive Agent Satisfaction to Drive Customer Loyalty. Make Legacy Tech Work Smarter.

Contact Center 246

Contact Center Outlook Gaming Education 246

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. When: Today, 19 July 2017.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Machine Learning 48

MyCustomer Experience

MARCH 1, 2022

AA couple months ago I had a question about an online order I had placed several days earlier. After searching through the information on. 1st Mar 2022. By Mandy Reed Global Head of Marketing.

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Execs In The Know

APRIL 25, 2024

Conversational AI, often referred to as chatbots or virtual assistants, has promised many industries that the exorbitant costs of human-led support would decrease significantly through the automation of customer interactions. The latest trend in the enterprise world is leveraging Generative AI as a tool to assist agents.

AI 52

AI CXM Engineering Business Operations 52

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Inside Customer Service

MARCH 11, 2021

This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. A report from Benchmark Portal found that agent satisfaction has remained fairly high. Benchmark Portal's last Agent Voices Report was released in 2015. Some contact centers endured unimaginable spikes in volume.

Contact Center 256

Contact Center Customer Feedback Gaming Customer Service 256

Fonolo

AUGUST 5, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. The proof is in the statistics—proper training leads to more engaged #CallCenter agents. Virtual workshops.

Contact Center 159

Contact Center Start-ups Technology Technology 159

Fonolo

JANUARY 19, 2021

The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. 5 Amazing Reasons to Add Virtual Queuing to Your Contact Center.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Fonolo

JANUARY 5, 2021

You’ve probably heard of ‘ virtual queuing ‘ or perhaps heard of ‘virtual hold,’ which is a branded virtual queuing solution from VHT. What is virtual queuing technology? It’s the most basic type of call-back or virtual queuing technology you can choose. But what exactly is it?

Technology 143

Technology Technology Contact Center Customer Satisfaction 143

Uniphore

JULY 21, 2021

Knowledge Base Consolidation It’s estimated that agents spend 20% of their time working to understand questions and search a knowledge base for the correct information. It’s far too easy for knowledge to end up in silos, where it may not be accessible to an agent in a time of need.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130

Fonolo

MARCH 30, 2020

Managing Remote Contact Center Agents. Here are 5 tips on managing your virtual call center team. Set Clear Expectations with Your Virtual Support Team. It’s important to make sure every agent is happy with their goals and believes in their ability to meet them easily. Trust your agents a little bit.

Contact Center 133

Contact Center Start-ups Gaming Technology 133

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Fonolo

DECEMBER 8, 2023

These AI-driven virtual assistants can understand – and even learn – human language and detect sentiment too. But we think the bigger payoff will be found on the agent side. If a live agent is needed, smart call routing will direct you to the agent best suited to solve your problem.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Fonolo

AUGUST 11, 2022

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. What are Virtual Call-Backs? No matter how big or small your contact center is, there will always be times when the callers outnumber the agents—it’s inevitable. Let us explain! That’s not all. No fuss, no muss.

Contact Center 87

Contact Center Technology Technology Customer Loyalty 87

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. But the pandemic has forced a transition to remote working virtually overnight. It’s never been more important for call center managers to support their agents. Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center.

Contact Center 112

Contact Center Gaming Start-ups 112

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. The remainder of your support agents should be assigned to Level 3 —the smallest segment with the greatest amount of expertise.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

Fonolo

FEBRUARY 14, 2023

Call center automation is the practice of using technology to tackle manual, time-consuming tasks on behalf of your agents. In short, automation is a great way to streamline your call center operation and alleviate the burden of manual taskwork from your agents. How to Buy Contact Center Software What is Call Center Automation?

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Zendesk

OCTOBER 31, 2022

And when you can’t guarantee a human agent will be available for each language 24/7, your CX will suffer. Using the software, a virtual agent can easily pull information to identify the most frequently asked questions and use pre-chat forms, tags , and triggers to populate tickets with information.

AI 98

AI Start-ups CX Customer Retention 98

Fonolo

SEPTEMBER 23, 2021

Virtual hold technology has resolved this dreaded game of cat and mouse. Also commonly referred to as call-back technology, this tool frees customers from having to wait on hold by allowing them to request a call from a live agent at a later time. What is virtual hold? The benefits of virtual hold.

Contact Center 99

Contact Center Technology Technology Gaming 99

Shep Hyken

JANUARY 4, 2022

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. In this episode, Genefa Murphy talks about the Five9’s Intelligent Virtual Agent and how AI can be used to improve communication across all channels. What is an Intelligent Virtual Assistant?

Contact Center 115

Contact Center AI Customer Service Technology 115

Inside Customer Service

JULY 13, 2023

My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite. Schedule a virtual coffee to get to know a coworker. Some remote customer service professionals have built great relationships with coworkers. What's their secret? So try being intentional.

Contact Center 187

Contact Center Customer Service 187

Fonolo

MARCH 3, 2022

In an article by Destination CRM, founding partner of International Customer Management Institute (ICMI) Brad Cleveland asserts that COVID-19 shifted 80% of in-person call centers to virtual call center environments. How can managers promote productivity , ensure employee engagement, and satisfy customers while managing a virtual call center?

Customer Satisfaction 87

Customer Satisfaction Technology Technology CRM 87

Uniphore

JANUARY 21, 2022

AI-powered intelligent virtual agents (IVRs) make it easier for members to update their policies, schedule routine healthcare and ensure appointments are made. Conversational AI and automation can solve many self-service woes.

Healthcare 246

Healthcare Artificial Intelligence CX Compliance 246

Execs In The Know

NOVEMBER 1, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Randy Bassett.

Construction 98

Construction Innovation Customer Service Customer Experience 98

Uniphore

NOVEMBER 19, 2021

In this article, we’ll explore how AI and automation can help organizations across all industries: Automate Collections Outreach Using an intelligent virtual assistant (IVR) powered by conversational AI, collections departments and agencies can automate outreach to delinquent customers. Download Now.

Compliance 130

Compliance AI Customer Relationship 130

Fonolo

OCTOBER 7, 2021

Staffing levels and agent attrition. Contact center leaders quickly realized their technology needed major upgrades as they shifted from in-person to virtual operations. The shift to virtual work posed new security risks for retail contact centers. Common challenges for retail contact center agents. Data security.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

CommBox

OCTOBER 18, 2023

Agents can use GenAI to rephrase their responses or adjust their tone and avoid errors or typos. In reality, contact centers suffer from a massive agent shortage , projected to worsen in the coming years. For example: you can scan your website’s FAQ page and let the virtual agent answer instantly based on the provided database.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Execs In The Know

NOVEMBER 21, 2022

New technologies such as cloud-based virtual call centers, AI-driven chatbots, interactive voice response (IVR), and voice biometrics have all become integral components of many companies’ front-line customer service teams. Over the last few years, call centers have changed significantly. Are you actively exploring automated solutions?

Contact Center 98

Contact Center Education AI Engineering 98

Zendesk

MARCH 31, 2023

Bring intelligent Virtual Assistant automation to Zendesk Sunshine Conversations and Messaging. Assign the Intelligent Virtual Assistant to converse with your customers for common and repetitive requirements and free up agents for more critical, high-value requests.

Artificial Intelligence 94

Artificial Intelligence Machine Learning Compliance Contact Center 94