Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Contact Center 246

Contact Center Education AI Start-ups 246

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. Call center agents are stuck between a rock and a hard place. They have made your call center a glass house on social media.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

DMG Consulting

JUNE 14, 2022

DMG Consulting Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report. Pivotal year driven by strength and innovation of CBCCI solutions. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services.

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . The WFO/WEM suite vendors generated contact center sales of $2,236.9

Contact Center 48

Contact Center Artificial Intelligence AI Technology 48

Uniphore

JANUARY 25, 2022

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. Video-based AI software is the answer to that demand.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Execs In The Know

AUGUST 10, 2021

As of May 2021, there was a record-high 9 million open jobs in the U.S. WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. Perfecting the work-at-home contact center model.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

Shep Hyken

JULY 26, 2021

15 Ways To Leverage AI In Customer Service by Forbes Business Council. Forbes) From gathering data to speech recognition and message response times, AI can enhance the customer experience in nearly every way when it’s applied correctly. Five Contact Center Innovations That Are Reshaping Customer Service by Kendal Rodgers.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

Fonolo

DECEMBER 13, 2021

2021 was an incredibly innovative year. Great strides were made in AI assistive technology to create an easier, more human experience. Sure, the contact center industry has never been known for embracing cutting-edge technology. Contact Center Trends: Industry Report 2022. I’m so disappointed. —

Contact Center 91

Contact Center Start-ups Social Media Government 91

Uniphore

OCTOBER 21, 2021

2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences. PALO ALTO, Calif. ,

Contact Center 189

Contact Center Education AI Healthcare 189

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021.

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Uniphore

JUNE 15, 2021

From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. For contact center and customer experience leaders, the stakes have never been higher. What Your Call Center Agents Rant About on Social Media. How Contact Center Managers See Their Agents.

CX 162

CX Social Media Contact Center Actionable Insights 162

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

CommBox

JANUARY 28, 2024

In 2019, Gartner stated that 91% of organizations plan to deploy AI in self-service within three years. These astonishing numbers drive companies to search for innovative solutions that improve their responsiveness and take customer experience to the next level. 56% of customers prefer to message rather than call customer service.

AI 52

AI Customer Service Real Estate B2C 52

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. We’re expecting many more exciting innovations in the next few months. Contact Center Trends 2021.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Six Crucial CX & Contact Center Trends That Will Shape 2021. They’re designed for quick and intuitive navigation, and some even leverage AI to anticipate the customer’s needs.

CX 132

CX Contact Center Omnichannel Customer Relationship Management 132

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Strong and innovative sector with sustained growth and momentum. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

Aquire

OCTOBER 5, 2021

At the same time, they want increasingly more personalized experiences and innovative support. Calling support (many companies have digitized their call centers). Troubleshooting problems via innovative customer service technology like cobrowsing or video chat. Try AI chatbots. Sending a message on a messaging app.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

VOZIQ

OCTOBER 13, 2021

Reston, VA, October 13, 2021: VOZIQ, an AI-powered predictive customer retention solution provider, announced the launch of its redesigned website with a new domain address – voziq.ai Continuous innovation through ACE, established for EVERY client, minimizing the dependency on Data Science, BI, and IT resources.

AI 52

AI Machine Learning ML Customer Retention 52

Sprinklr

OCTOBER 15, 2021

This has been an incredible year of innovation and growth for Sprinklr, and today I’m excited to announce that we have received the 2021 Best of Enterprise Connect Award for Best Innovation in Customer Experience. Turn your contact center into a profit center.

Innovation 52

Innovation E-commerce Customer Experience CXM 52

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center.

Technology 96

Technology Technology Contact Center Start-ups 96

VOZIQ

MARCH 19, 2021

Reston, March 17, 2021: VOZIQ, ? a leading provider of Cloud-based actionable AI software for Predictive Customer Retention to recurring revenue businesses, announced today that? VOZIQ Contact: Ganesh Kulkarni. The post VOZIQ Wins 2021 Product of the Year Award appeared first on VOZIQ.ai. Director, Product Marketing.

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

Reston, March 17, 2021: VOZIQ, ? a leading provider of Cloud-based actionable AI software for Predictive Customer Retention to recurring revenue businesses, announced today that? VOZIQ Contact: Ganesh Kulkarni. The post VOZIQ Wins 2021 Product of the Year Award appeared first on VOZIQ. Director, Product Marketing.

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

CommBox

SEPTEMBER 20, 2021

In 2019, Gartner stated that 91% of organizations plan to deploy AI in self-service within three years. These astonishing numbers drive companies to search for innovative solutions that improve their responsiveness and take customer experience to the next level. . © Rawpixelimages | Dreamstime.com. Read the full case study.

AI 96

AI Customer Service B2C Real Estate 96

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022.

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. CCaaS Market Drivers and Inhibitors June 2023 With a 21.3%

Contact Center 48

Contact Center Artificial Intelligence Omnichannel AI 48

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

1 to 1

JANUARY 25, 2021

They are expecting easier, better, and faster CX in 2021. The most successful brands will blend Artificial Intelligence (AI) with human intelligence to deliver the hyper-personalized effortless experiences today’s customers crave. TWO: Train employees with AI-powered “customers”. THREE: Empower associates with AI-driven advice.

Artificial Intelligence 29

Artificial Intelligence Unstructured Data Contact Center AI 29

Hodusoft

MARCH 21, 2024

from 2021 to 2028. Globally, the BPO industry plays a pivotal role in driving efficiency, agility, and competitiveness thanks to its resilience, adaptability, and focus on innovation. Before we talk about the role of contact center software for BPOs , let’s delve into some of the most common challenges faced by BPOs.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

1 to 1

DECEMBER 22, 2021

And the contact center industry is not exempt. With several outsourcing contact centers in 2021 reporting training class rates as low as 20% and above average stress levels , it’s no longer a question of how does the industry recruit quality employees, but how does it retain them? Put employee needs on top.

Contact Center 26

Contact Center Machine Learning Government Touchpoint 26

DMG Consulting

OCTOBER 13, 2020

There’s nothing like a worldwide pandemic that requires people to social distance to emphasize the mission-critical nature of intelligent, artificial intelligence (AI)-based, omni-channel self-service solutions.) Innovative IVA vendors are applying these advances to their solutions, delivering feature-rich, user-friendly offerings.

ML 87

ML Machine Learning Artificial Intelligence AI 87

MattsenKumar

OCTOBER 12, 2023

In-House Customer Service Management Managing customer service in-house can be challenging, requiring substantial investments in innovation and infrastructure. It allows businesses to access a team of experienced professionals through contact center outsourcing for a fraction of the cost of hiring full-time employees.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

1 to 1

JANUARY 11, 2022

A year ago, still in the throes of the pandemic, many turned hopeful eyes to 2021 expecting the world—and the customer experience landscape—to largely return to “normal.” 2021 prediction: Employees will be eager to return to the workplace. 2021 prediction: The economy will bounce back post-pandemic, just as quickly as it declined.

CX 26

CX Artificial Intelligence Machine Learning Contact Center 26

MattsenKumar

MAY 7, 2024

In-House Customer Service Management Managing customer service in-house can be challenging, requiring substantial investments in innovation and infrastructure. It allows businesses to access a team of experienced professionals through contact center outsourcing for a fraction of the cost of hiring full-time employees.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52