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

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Contact Center Application. Legally binding digital e-Signature.

Artificial Intelligence 78

Artificial Intelligence Machine Learning Contact Center Legal 78

Fonolo

FEBRUARY 20, 2019

Depending on the severity of the crisis, ensure you have a plan and that your legal team is involved if necessary. This is a win-win situation for customers, as well as for contact centers. Customers can avoid the frustration of waiting in the queue, and contact centers will be able to manage the spikes well.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment. Debt collectors may not contact consumers directly when they know the debtor is represented by an attorney.

Compliance 182

Compliance Contact Center Legal Government 182

Fonolo

APRIL 3, 2019

Now in its 4 th year, the Customer Experience Excellence Awards examine the work of outstanding contact centers from all industries and regions. Joani Holmes, Director, ABA Service Center. Live Better Electronically: AI and the Customer Experience. 6 Must-Read Customer Experience Trends in 2019. What’s Inside: .

Customer Experience 89

Customer Experience Legal Contact Center Omnichannel 89

Fonolo

OCTOBER 4, 2017

This agreement is called the “PSA” or Plan Support Agreement (an inscrutably bland legal acronym, if I ever saw one) and it basically says who’s getting how much of a haircut on which debt. Genesys continues to digest its acquisition of InIn, and announced a major initiative in AI called “Kate”. Wink wink.).

Contact Center 173

Contact Center Legal Gaming Customer Satisfaction 173

UJET

DECEMBER 17, 2020

There are examples of NLP in nearly every customer service process powered by AI. Suppose your company uses conversational AI as a part of your voice channel. When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings.

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

UJET

DECEMBER 17, 2020

There are examples of NLP in nearly every customer service process powered by AI. Suppose your company uses conversational AI as a part of your voice channel. When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings.

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

CSAT.AI

FEBRUARY 5, 2020

It is a human assisted AI tool. AI applied to support your human employees helps them to accomplish more with less time. you are able to search for legal terms/litigious language, and flag those interactions. Real Time Contact Center Agent Support. Contact us. With CSAT.AI keeps the score. Use CSAT.AI

Customer Experience 52

Customer Experience Artificial Intelligence Sentiment Analysis Compliance 52

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.

Contact Center 126

Contact Center Technology Technology Start-ups 126

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology.

Contact Center 210

Contact Center CRM Technology Technology 210

Fonolo

FEBRUARY 2, 2023

Call center automation software is essential to accomplishing this goal. While robots and AI aren’t quite ready to take the reins of customer calls, they are more than capable of assisting your call center agents in their daily work to create a friction-free experience for your customers. How to Buy Contact Center Software 1.

Contact Center 140

Contact Center Sentiment Analysis AI Machine Learning 140

CSAT.AI

SEPTEMBER 26, 2018

Due to call center closures in the US in 2017 over 18,000 jobs were lost. This is partly due to higher costs of agents and facilities in the US especially compared to India or the Philippines which have large call center industries. Items like legal disclaimers and policies can be prerecorded ensuring accuracy and consistency.

Social Media 52

Social Media Sentiment Analysis Legal AI 52

Callminer

APRIL 20, 2020

“IDC predicted that 75% of software enterprises and independent vendors will include AI functionality in at least one application by 2018. ” – Nicolina Savelli, 5 Tips for Choosing the Right BPO for Your Call Center , Fonolo; Twitter: @fonolo. Twitter: @cgsinc. Never overlook IT capabilities.

Legal 286

Legal Artificial Intelligence Engineering Government 286

CSAT.AI

JULY 31, 2019

Though there are many reasons for agent t urno ver in contact centers , one cause is harassment from customers. Here are three ways contact center agents are abused and tools to improve the situation. Though there is gen der ine quality in contact centers, sexual harassment isn’t just a female issue.

Contact Center 72

Contact Center Sentiment Analysis Legal AI 72

Callminer

SEPTEMBER 5, 2017

Inconsistency or inaccuracy can put a company at risk as, in many cases, the information agents deliver is a legally binding disclosure that needs to be read accurately 100% of the time. She has a command to write on call center software and new technologies used in contact centers. Lindsey Havens.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Zendesk

AUGUST 24, 2021

This can be done through a help center, AI-powered chatbots, or customer service representatives, among other options. The RingCentral platform essentially enables you to take your contact center on the road and to integrate it with other tools, too. It’s that simple.

B2B 98

B2B Customer Service B2C Finance 98

Zendesk

AUGUST 24, 2021

This can be done through a help center, AI-powered chatbots, or customer service representatives, among other options. The RingCentral platform essentially enables you to take your contact center on the road and to integrate it with other tools, too. It’s that simple.

B2B 52

B2B Customer Service B2C Finance 52

Intercom

DECEMBER 14, 2023

If you haven’t noticed already, chances are you’re going to pick up a bit of a theme here – 2023 was the year AI changed everything. It’s been an incredibly exciting year – and we have big plans for the year ahead, as we continue to tell extraordinary stories from the frontlines of the AI revolution. Here’s Fergal Reid.

AI 98

AI Start-ups Legal Technology 98

Intercom, Inc.

MARCH 29, 2022

The rules and the regulations regarding consent of data sharing, regarding the legality of data holding, have torn up so many of the marketing playbooks out there. It joins together phone contact centers and modern messaging. We hope Switch will make long call center phone queues a thing of the past.

Start-ups 118

Start-ups Innovation Sales NPS 118