Uniphore

OCTOBER 21, 2021

Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. Top enhancements and benefits of Uniphore’s CA platform include: Industry’s Most Advanced Agent-Assist Solution. PALO ALTO, Calif. , PALO ALTO, Calif. , Superior Business User Friendly UX.

Contact Center 189

Contact Center AI Education Healthcare 189

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. Luckily, when you replace hold time with a call-back, your customer satisfaction ratings go up while improving your operational efficiencies. Call abandonment then leads to higher repeat calling (which can strain the call center system) and, of course, dissatisfied customers.

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Fonolo

DECEMBER 1, 2020

If you thought you could automate the voice channel out of the contact center, you’ve got another thing coming. The present and future of the contact center is voice. But this year, contact center executives were shown just how crucial the voice channel is in a digital world. How to Improve Customer Perception.

Omnichannel 147

Omnichannel Contact Center Social Media Start-ups 147

Fonolo

FEBRUARY 21, 2023

For starters, using SIP technology to enable voice and video calls, messaging, and data transmission saves money: up to 50% more, according to Gartner analysts. SIP, or session initiation protocol, is a protocol that sets up communications through voice, video, and messaging applications. What is SIP Trunking? DID YOU KNOW?:

Contact Center 142

Contact Center Technology Technology 142

Hodusoft

APRIL 4, 2024

Enhancing CX with HoduCC Omnichannel CX Suite: An All-In-One Solution for Modern Businesses In today’s competitive business landscape, providing excellent customer experience (CX) is not only a differentiating factor but a necessity. Are you facing trouble in integrating different customer service platforms?

Omnichannel 52

Omnichannel CX Social Media Contact Center 52

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.

Omnichannel 80

Omnichannel Social Media Customer Retention Customer Service 80

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. Conversational AI platforms offer a programmatic and intelligent way of offering highly personalized and insightful conversations with customers.

AI 98

AI Machine Learning Omnichannel CRM 98

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. Conversational AI platforms offer a programmatic and intelligent way of offering highly personalized and insightful conversations with customers.

AI 98

AI Machine Learning Omnichannel CRM 98

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. As I believe – or actually, know – that a well executed VOC programme is essential for any company that wants to be customer centric, this pains me.

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. For the finance industry, the global pandemic was a watershed moment.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

PeopleMetrics

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. Market Research vs. Voice of the Customer (VoC). Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. Voice of the Customer. Let me explain. The reason?

VOC 226

VOC CEM Voice of the Customer Business Administration 226

Win the Customer

DECEMBER 12, 2023

In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Businesses strive to deliver seamless experiences across these platforms, yet the challenge of maintaining consistency and personalization persists.

Omnichannel 69

Omnichannel AI Social Media Machine Learning 69

Uniphore

NOVEMBER 23, 2021

Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Uniphore and Tech Mahindra have joined together to transform customer services and to ensure that every customer has a voice. Uniphore and Tech Mahindra Partnership.

E-commerce 130

E-commerce Innovation Compliance AI 130

Customer Think

APRIL 11, 2023

Specifically, utilizing AI automation platforms in contact centers can drive down costs and improve customer experiences. Voice Recognition Over the last 20 years or so, efforts have been underway to […] AI-driven automation can be a solution.

Contact Center 98

Contact Center AI Customer Experience Technology 98

Fonolo

NOVEMBER 8, 2022

Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Understand Customer Behavior. Gather your customer data and really dig into their behavior and expectations. Customer Portal.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Intercom

MARCH 7, 2024

Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale.

AI 59

AI Customer Service Engineering Voice of the Customer 59

Hodusoft

APRIL 1, 2024

HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. What sets HoduCC apart is its comprehensive approach to customer interaction management.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Fonolo

JANUARY 12, 2021

After trying out CISCO call-backs, several of our customers have returned to us because they often fail under high-volume. NICE is one of the world’s largest cloud-based contact center platforms. Five9 is another leading cloud-contact center platform, with a pretty good call-back feature. Genesys Virtual Hold Competitor.

Contact Center 137

Contact Center Technology Technology 137

Logicalware

FEBRUARY 11, 2024

Three years ago, Sutton Council embarked on a transformation project to revamp its customer service strategy, including its telephony system and hardware. Fostering resident trust and reliability “At Sutton Council, prioritising customer service is paramount to our organisational values.

Technology 59

Technology Technology CX Omnichannel 59

Win the Customer

MARCH 22, 2021

The use of cloud collaboration services doesn’t only keep track of tasks, but it also gels the team together under a simplified platform. The need to keep track of expenditures, income, customers, and payroll is time-consuming. Running and maintaining a small business is a challenge. Accounting Software.

Technology 188

Technology Technology Finance Start-ups 188

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Social Media Omnichannel AI 73

Logicalware

FEBRUARY 18, 2024

Delivering on their promise of reliable and effortless customer service In 2022, the Royal Borough of Kingston Council sought a new contact centre provider after experiencing downtime with their legacy system. The solution came swiftly in Puzzel, offering a cloud-based omnichannel platform. We saw the value in Puzzel straight away.

Government 59

Government Omnichannel AI Touchpoint 59

Execs In The Know

JUNE 26, 2023

AI driven customer service automation has taken a leap forward with recent AI advances. However, with the emergence of more powerful AI, such as the Large Language Models (LLMs) used inside OpenAI’s ChatGPT, customer support platforms like Quiq can now handle more complex and open-ended questions with greater finesse.

CX 96

CX AI Compliance Engineering 96

Intercom, Inc.

MAY 11, 2022

IVR stands for interactive voice response, and is a tool typically used to respond to customer queries at call centers. . IVR deflection is a specific technique that seeks to improve the IVR customer experience, allowing customers to have a multichannel experience. . Benefits of IVR deflection.

Contact Center 118

Contact Center Education Customer Service Technology 118

Beyond Philosophy

JANUARY 26, 2024

Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. The biggest mistake people make in customer research is not doing it often enough. Frequently, clients hand me their most recent customer research—and it’s from seven years ago. Click here.

Customer Survey 88

Customer Survey CX 88

Fonolo

FEBRUARY 16, 2021

Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. The last year demonstrated that the voice channel isn’t going anywhere. The last year demonstrated that the voice channel isn’t going anywhere. Voice isn’t going anywhere; it’s just going to get better.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Fonolo

FEBRUARY 7, 2024

As a global leader in audio, video and collaboration solutions, the Danish company Jabra knows a thing or two about delighting customers. Mark says Jabra piloted Fonolo Call-Backs as a premium customer care service for enterprise customers. They were just receiving a normal phone call in the same way they receive any other call.”

Contact Center 75

Contact Center Technology Technology Customer Service 75

Intercom

APRIL 11, 2024

Intercom continues to lead the way in building the future of support with our AI-first Customer Service platform. Following up on the groundbreaking release of our Fin AI Agent last year, we have now launched Fin AI Copilot , which gives every customer service agent their own personal AI assistant. We called ours Fin.

AI 52

AI Start-ups Customer Service Innovation 52

Fonolo

JUNE 13, 2022

The number of digital products and services we use day-to-day has increased rapidly, with digital elements playing a part in almost every customer interaction. To maintain service levels and meet customer demands, customer service delivery must be designed with the digital experience at its core. It's 100% free, we promise.).

Contact Center 81

Contact Center Customer Service Technology Technology 81

CommBox

FEBRUARY 2, 2022

Today, over 50 million businesses worldwide offer services and products using the WhatsApp Business platform. WhatsApp Business makes interacting with customers easy by providing tools to automate, sort and quickly respond to messages, Labels to organize and easily find chats and messages. What is a WhatsApp Business Chatbot? .

Real Estate 98

Real Estate Artificial Intelligence Omnichannel Finance 98

Fonolo

MARCH 21, 2024

Instead of the chaos, picture this: shorter hold times, happier customers, and efficient call routing — all at your fingertips. When calls are spiking, virtual queueing and call-backs give customers the kind of VIP treatment they expect by respecting their time and offering them an alternative to endless hold music. How Does it Work?

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

Comm100

NOVEMBER 15, 2022

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. On the one hand, CCaaS providers could look to build their own digital platform, with high upfront costs and long time to market. Lower upfront costs.

Omnichannel 74

Omnichannel Social Media Customer Retention AI 74

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” In the realm of business communication, CX is not just a buzzword. It’s the cornerstone of progress. HoduSoft’s Participation: What to Expect? With booth no.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

Comm100

NOVEMBER 8, 2023

In the vibrant universe of the gaming and online gambling industries, VIP players aren’t just valued customers; they’re akin to brand ambassadors. Enter the era of AI-assisted communications, live chat, omnichannel support, voice bots, and much more. Historically, the tools of the trade have been emails and phone support.

Gambling 52

Gambling Gaming Omnichannel Social Media 52