Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

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

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.) Many recent IVA enhancements incorporate new or additional AI-based capabilities. IVA Trends for 2020.

ML 87

ML Machine Learning Artificial Intelligence AI 87

SugarCRM

APRIL 21, 2022

For example, the use of a centralized CRM solution to capture and process details has become critically important given the significant increase in work-from-home (WFH) arrangements. But using aspects of artificial intelligence (AI) or machine learning (ML) to augment workers’ knowledge can help prioritize workload focus.

CRM 29

CRM B2C Sentiment Analysis Artificial Intelligence 29

DMG Consulting

MARCH 31, 2022

Executives have known this for years and have started to make investments in their service organizations and contact centers to improve the CX, particularly if the investment has a quantifiable payback. Artificial intelligence (AI)-enabled omnichannel intelligent virtual agents (IVAs) are the future of self-service.

Machine Learning 54

Machine Learning Artificial Intelligence Omnichannel ML 54

Hodusoft

AUGUST 30, 2022

Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. CCaaS is the short form of Contact Center as a Service. In this blog, we will get a detailed insight into all these three cloud-based technologies.

Contact Center 52

Contact Center Social Media ML Technology 52

DMG Consulting

NOVEMBER 1, 2022

Knowledge management (KM) is an essential enabler for contact center (and enterprise) employees, whether they work virtually or in the office. The pandemic proved that agents and other contact center resources can successfully and productively work remotely when they are equipped with the right tools. Self-Learning KM.

ML 48

ML Artificial Intelligence Outlook Contact Center 48

VOZIQ

MARCH 11, 2024

organizations currently implementing data-driven approaches—ranging from predictive systems to AI-driven automation—are doing sporadically across their operations, resulting in missed opportunities and inefficiencies. As indicated above, the difference between leaders and laggards is a whopping 18.8X on customer profitability, 6.5X

Contact Center 40

Contact Center ML Predictive Analytics AI 40

Intercom, Inc.

MARCH 29, 2022

Now, I can’t cover everything that we define as next-generation in Intercom, but things like dense UI, designing for power users, fast action switching, dark mode, no-code, usage of AI/ML, designing for multiplayer experiences, this is all what your products will look like in the future if they don’t already today.

Start-ups 118

Start-ups Innovation Sales NPS 118