TechSee

APRIL 21, 2021

These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

Call Center 136

Call Center Self Service Innovation Contact Center 136

Interactions

APRIL 14, 2021

But navigating the myriad of opportunities to improve the way companies interact with customers is complex. Constantly evolving regulations and best practices can make it challenging for companies to decide on the best solutions to improve their businesses.

Virtual Agent 90

Virtual Agent Call Center Call Flow Call Center Solutions 90

Interactions

APRIL 14, 2021

But navigating the myriad of opportunities to improve the way companies interact with customers is complex. Constantly evolving regulations and best practices can make it challenging for companies to decide on the best solutions to improve their businesses.

Virtual Agent 62

Virtual Agent Call Center Call Flow Call Center Solutions 62

UJET

JUNE 25, 2021

But the tide is rapidly turning, so you’ll need to be aware of what’s possible with the next generation of digital and mobile-first CX solutions. Unsurprisingly, mobile usage skyrocketed during the pandemic, and the percentage of mobile interactions with the contact center is now estimated to be 80% or higher globally.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

TechSee

MARCH 13, 2018

In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Smart machines will benefit from more context and data to learn from and reference in their interactions with humans.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

TechSee

AUGUST 14, 2018

IDSS allow human agents to focus more on their soft skills and quality of the interaction, and less on scripts and manuals. Take, for example, one of the more complex issues handled in contact centers – technical support. In customer service, it helps the IDSS see the problem, as a virtual agent.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

TechSee

FEBRUARY 12, 2018

Considering this strong consumer preference for text, companies should strongly consider augmenting voice-based customer support with an option that allows customers to interact with your company via text as well. Immerse technologies provide the ability to interact and communicate with the virtual environment. Get started now.

Trends 84

Trends Customer Service Multi-Channel Self Service 84