UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

Artificial Intelligence 56

Artificial Intelligence Contact Center Machine Learning Technology 56

DMG Consulting

NOVEMBER 13, 2018

Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. Specific capabilities include learning, reasoning, problem-solving and self-correction. When the application ingests new data, it assimilates the information to “learn” and iteratively adapt its actions.

Artificial Intelligence 69

Artificial Intelligence Contact Center Machine Learning Gaming 69

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX and agent experience with conversational AI and automation tools. Emerging technologies like Artificial Intelligence, Machine Learning, and Intelligent Automation are helping brands not just to thrive but succeed in a post-pandemic world.

AI 130

AI Artificial Intelligence CX Machine Learning 130

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. The emergence of Interactive Voice Response Systems (IVRs) in the 1980s marked the initial steps toward automation within contact centers.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? Customer service is all about meeting and exceeding customer expectations.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Ameyo Callversations

MARCH 2, 2022

There is no question that Artificial intelligence has taken the world by storm. However, no matter where you go, whatever you do, Artificial intelligence has some minor or significant role to play. Even implementation of ai in contact centers helps agents to ease their tasks and help them perform better.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

Hodusoft

JUNE 1, 2023

HoduSoft Now Provides an AI Chatbot Feature with Its Contact Center Software In today’s swiftly evolving digital landscape, businesses are continuously striving to improve customer experiences and streamline their operations. What is an AI Chatbot Feature?

Contact Center 52

Contact Center AI Artificial Intelligence Machine Learning 52

DMG Consulting

JANUARY 7, 2022

IVAs: Using AI to Serve Customers and Contact Centers. Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. IVAs may include visual representations—i.e., in a dataset. (A

Contact Center 48

Contact Center AI Artificial Intelligence Machine Learning 48

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

DMG Consulting

JUNE 11, 2019

Three Pillars of AI for Contact Centers. Artificial intelligence (AI) is a very broad concept and set of technologies, which must be targeted to a specific challenge in order to be effective. Another pillar of AI is real-time analytics. Machine Learning. By Donna Fluss. Email Address *.

Contact Center 67

Contact Center AI Machine Learning Artificial Intelligence 67

Customer Think

JULY 20, 2023

In the fast-paced realm of contact centers, 83% of managers claim to have the analytical tools they need, while alarmingly only half are truly reaping the rewards.

ML 52

ML Artificial Intelligence AI Contact Center 52

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value. Deploying a contact-center agent UI that displays customer risk and revenue opportunities.

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

VOZIQ

MAY 15, 2023

Call centers are critical to recurring revenue businesses. However, the current outlook still considers contact centers as cost centers. Here’s how – With all customer queries, complaints, support, and service, a contact center provides a business with the richest source of customer data.

Contact Center 52

Contact Center Artificial Intelligence Outlook Predictive Analytics 52

DMG Consulting

MAY 2, 2024

But cost reduction is only one reason companies need intelligent self-service solutions; consumers are showing an increasing preference to help themselves. The way to address each of these needs is by staffing contact centers and CX functions with an optimal mix of IVAs and live agents to handle their unique volume and types of interactions.

Artificial Intelligence 59

Artificial Intelligence Contact Center AI Omnichannel 59

DMG Consulting

OCTOBER 9, 2020

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers.

Predictive Analytics 98

Predictive Analytics Contact Center Data Mining Artificial Intelligence 98

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. Here are a few notable examples.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Fonolo

FEBRUARY 2, 2021

The pandemic disrupted many contact center trends , but not all of them. Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. Major Call Center Technology Trends in 2021.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

DMG Consulting

APRIL 8, 2024

AI-Enabled WFM Promotes Efficiency and Flexibility View this article on the publisher’s website. Artificial intelligence (AI), automation, and the need for new capabilities to address asynchronous and digital interactions are driving a welcome transformation of these solutions. These solutions were identified by 37.5

AI 48

AI Contact Center ML Artificial Intelligence 48

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids. Enter artificial intelligence. Manipulation.

Machine Learning 251

Machine Learning Artificial Intelligence Customer Experience E-commerce 251

Uniphore

SEPTEMBER 9, 2021

Artificial intelligence (AI) is a field that often attracts hyperbole and misinformation fueled by a general lack of understanding. Popular media hasn’t done much to help the public image of AI, with stories of machines capable of thinking for themselves, stealing people’s jobs and threatening humanity.

Real Estate 100

Real Estate AI Machine Learning Artificial Intelligence 100

Fonolo

JULY 6, 2021

Contact centers help customers get the information they need from a business while gathering valuable consumer insights through outbound and inbound communication. However, a contact center can’t function properly without effective, customizable call routing. Types of contact center call routing.

Contact Center 81

Contact Center Artificial Intelligence Machine Learning Customer Satisfaction 81

VOZIQ

DECEMBER 22, 2023

Reston, VA,  December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

DMG Consulting

NOVEMBER 30, 2023

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. And with 175 billion parameters, GPT-4 is a powerful language processing AI model.

AI 48

AI CX Contact Center Artificial Intelligence 48

DMG Consulting

SEPTEMBER 4, 2020

Contact Center WFO Solutions In the Future. The contact center WFO suite market has performed well in both good and challenging economic times. It is not known how the contact center WFO suite market will perform during the coronavirus pandemic, as there is no precedent for this type of crisis.

Contact Center 87

Contact Center Artificial Intelligence ML Machine Learning 87

Hodusoft

OCTOBER 26, 2021

Why should you move from Legacy PBX to Modern Contact Center Software? Organizations using legacy PBX (Private Branch Exchange) or enterprise phone systems are giving way to prioritize customer service with modern contact center software. . Contact center software. Not just an upgrade from PBX to IP PBX .

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

Execs In The Know

FEBRUARY 13, 2023

The buzz about generative AI is everywhere right now. For those in the contact center space, it might sound a lot like the hype surrounding chatbots several years ago, when customer experience programs were rushing to implement the latest time- and money-saving tech.

AI 52

AI Contact Center Artificial Intelligence Machine Learning 52

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

DMG Consulting

FEBRUARY 12, 2019

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. The service economy has undergone many changes, all of which benefit from real-time contact centers, the subject of the book The Real-Time Contact Center , published by Donna Fluss, President of DMG Consulting, 13 years ago.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

DMG Consulting

MAY 2, 2021

The Argument for Contact Center Digital Transformation. Contact centers are finally going digital, galvanized by a fast-moving pandemic. Digitization should be very compelling for contact center and enterprise executives, as once customer inquiries are in a digital format (email, chat, SMS, messaging, social media, etc.),

Contact Center 74

Contact Center Artificial Intelligence Predictive Analytics Machine Learning 74

Execs In The Know

SEPTEMBER 29, 2023

.’ During an enlightening luncheon hosted by Interactions, some of the brightest minds in business convened to delve deep into the world of conversational AI. Conversational AI acts as a bridge between humans and computers, facilitating seamless communication. To understand, we need to explore its essence.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Uniphore

AUGUST 31, 2021

Now that researchers are pushing the boundaries of artificial intelligence, AI approaches learning with similar, if still rudimentary, methods. Let’s explore the world of AI learning with supervised, unsupervised and reinforcement methods. Supervised Learning. What Uniphore Has Accomplished So Far.

Artificial Intelligence 100

Artificial Intelligence Machine Learning Structured Data AI 100

Customer Think

OCTOBER 26, 2023

I have hesitated to propose how to catch the shooting star that is the combination of Artificial Intelligence/Machine Learning (AI/ML), Large Language Models (LLMs), and ChatGPT with its Generative AI (GenAI), but there are some powerful applications available to help organizations to become frictionless1.

AI 62

AI Artificial Intelligence ML Machine Learning 62

DMG Consulting

JULY 1, 2019

The Ideal Contact Center Solution. I often think about what it would take to make the perfect contact center infrastructure solution, ACD, dialer, IVR/IVA, CTI, universal queue, etc. The contact center solution should come with old and new key performance indicators (KPIs). By Donna Fluss. But I want more.

Contact Center 76

Contact Center Artificial Intelligence Machine Learning Voice of the Customer 76

CSAT.AI

FEBRUARY 27, 2019

The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. ( I have mine right here, in case I’m hit by a food craving ) The net, IoT, the cloud and AI have and will continue to disrupt contact center tech. Predictive pie?).

Contact Center 52

Contact Center AI Sentiment Analysis Artificial Intelligence 52

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). August 2017. By Donna Fluss. Self-service.

Contact Center 69

Contact Center Technology Technology Machine Learning 69

Taylor Reach Group

JUNE 9, 2020

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.

Contact Center 129

Contact Center Machine Learning Government Technology 129