Ameyo Callversations

JULY 22, 2021

Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. According to Microsoft’s State of global customer service report , more than half (58%) of customers choose a brand based on their customer service.

Contact Center 98

Contact Center Social Media Artificial Intelligence Omnichannel 98

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator.

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Contact Center Technology Technology Unstructured Data 52

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Key findings: “…The reason [machine learning.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Hodusoft

OCTOBER 26, 2021

Why should you move from Legacy PBX to Modern Contact Center Software? The one point every business harping upon over the last two years unanimously is customer experience. With innovation, technological advancement, and increasing expectations of customers, modern contact center software has become imperative.

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

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. Start Growing With HoduSoft Contact Center Software Talk to Our Expert!

Contact Center 52

Contact Center AI Artificial Intelligence Machine Learning 52

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. The first of the three AI pillars is a grouping of technologies that allow organizations to understand what customers are saying.

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Contact Center AI Machine Learning Artificial Intelligence 67

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. Real-time analytics encompasses a highly diverse group of technologies and applications.

Contact Center 48

Contact Center AI Artificial Intelligence Machine Learning 48

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. Do terms like NLP and Machine Learning mean anything to you?

AI 275

AI Machine Learning CX Net Promoter Score 275

Ameyo Callversations

MARCH 2, 2022

Even implementation of ai in contact centers helps agents to ease their tasks and help them perform better. The use of machine learning coupled with Artificial intelligence and automated voice responses in a Contact center also helps the agents assist customers by making the calls interactive.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

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Artificial Intelligence Contact Center Machine Learning Technology 72

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX and agent experience with conversational AI and automation tools. In a digital-first post-pandemic world, organizations need to pay close attention to the customer experience and agent experience alike. Enhance customer experience with secure authentication and self-service channels.

AI 130

AI Artificial Intelligence CX Machine Learning 130

Customer Service Life

APRIL 27, 2018

As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. Our Emerging Technologies Team at FCR is constantly looking for the latest in technology that can benefit our teams, and it’s our pleasure to share some of the best that we’ve seen over the past few months.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Artificial Intelligence 56

Artificial Intelligence Contact Center Machine Learning Technology 56

Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. There is plenty to learn about artificial intelligence and its cousin, machine learning (ML).

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Artificial Intelligence Contact Center Machine Learning Data Entry 91

Customer Service Life

AUGUST 3, 2018

It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past. Now, here are four technologies I’ve seen in the past few months that are worth your attention.

Contact Center 60

Contact Center Omnichannel Machine Learning Technology 60

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Best Processes to Automate in Your Contact Center The rise of AI and machine learning has dramatically – and suddenly – increased the number of call-center processes that can benefit from automation.

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Contact Center Artificial Intelligence AI Machine Learning 135

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Taylor Reach Group

MARCH 12, 2019

Below are what I believe are the top trends that will impact contact centers and customer facing organizations. For contact centers and customer interactions it is a very positive tool. AI or Artificial Intelligence. AI has been a top pick for many pundits. Digital Transformation.

Contact Center 77

Contact Center Artificial Intelligence Customer Experience Machine Learning 77

Customer Service Life

FEBRUARY 4, 2019

If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Slack has revolutionized contact center communication. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

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.

Contact Center 52

Contact Center AI Sentiment Analysis Artificial Intelligence 52

DMG Consulting

MAY 21, 2020

5 Customer Service Trends That Point to a Promising Future. Last year was a great year for service organizations and contact centers—even when it was clear that customers and clients were often displeased with levels of service (with a few notable exceptions). By Donna Fluss.

Artificial Intelligence 59

Artificial Intelligence Contact Center Customer Service Machine Learning 59

Execs In The Know

APRIL 28, 2022

For most contact center leaders, the answer is yes. Contact centers with an eye to the future are adopting attended automation to support their teams and their business. This means most customers won’t contact an agent directly unless they have no choice. That’s the contact center of the future.

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Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

CommBox

JANUARY 28, 2024

Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. You might even say that they’re now mandatory for any service organization. Research indicates that 67% of consumers prefer self-service over speaking to a company representative.

AI 52

AI Customer Service Real Estate B2C 52

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

DMG Consulting

JANUARY 8, 2018

Apocalyptic Predictions and the Contact Center . The call center world hasn’t escaped its share of sensational claims, which include: Voice response units (VRUs, predecessors of the IVR) are going to replace the need for live agents – circa 1980s. Social media will eliminate the need for contact centers – circa 2000’s.

Contact Center 48

Contact Center Artificial Intelligence Machine Learning Social Media 48

CSAT.AI

OCTOBER 13, 2020

Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. With a worldwide pandemic forcing customers indoors and businesses online the need for technological solutions accelerated the creation and adoption of AI tools.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

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

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Think of your Virtual Agents as an elite number two player on your customer service team.

ML 72

ML Customer Service AI Sports 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Think of your Virtual Agents as an elite number two player on your customer service team.

ML 72

ML Customer Service AI Sports 72

Execs In The Know

FEBRUARY 7, 2024

But with cobot technology, you never even build the monorail in the first place. They would drive on the existing roads with other traffic and easily learn how to add new stops to keep up with the constant changes. Cobots Applied to Customer Care So how does all of this connect to AI and automation for contact centers?

Artificial Intelligence 52

Artificial Intelligence Customer Experience Transportation Contact Center 52

DMG Consulting

MARCH 1, 2019

Customer Service Is Everyone’s Responsibility. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. For the change to catch on, management has to demonstrate through their own actions the importance of customers.

Customer Service 72

Customer Service Contact Center Artificial Intelligence Machine Learning 72

VOZIQ

APRIL 15, 2024

This new intelligence is a great addition to our suite of tools that help us design initiatives to exceed our customers’ expectations and solidify our commitment to delivering top-quality pest control services for homes and businesses nationwide.

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Comm100

JUNE 5, 2018

As technology continues to advance, companies are coming to realize that many benefits can be accrued from employing it. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. How AI can be Used in the Contact Center. Advancing Customer Service.

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Contact Center AI Artificial Intelligence Machine Learning 49

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. Connect with peers, partners and experts.

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Contact Center Customer Experience Artificial Intelligence Government 62

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Triant thinks these types of customer service interactions help counteract the negative ones. Defining Proactive. Building a Proactive Experience.

Contact Center 147

Contact Center Sentiment Analysis Artificial Intelligence Start-ups 147

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . © Rawpixelimages | Dreamstime.com.

AI 96

AI Customer Service B2C Real Estate 96

1 to 1

MARCH 1, 2021

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support, comfort, and information. Rethink the traditional contact center. The traditional contact center model is facing a reckoning.

Contact Center 26

Contact Center Machine Learning Healthcare Omnichannel 26