NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. The days of technology-driven process design are over.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

CSM Magazine

DECEMBER 12, 2019

Whether buying goods online or paying bills over the phone, they happily relay accounts and credit card details to a contact center agent without a second thought, trusting that the company that they are dealing with will manage their card data securely. in 2016 and dipping well below 40% (36.7%) in 2018.

Contact Center 52

Contact Center Call Center Call Recording Report 52

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. In addition, there was an over-reliance on the callback feature, resulting in a below par customer experience.

Self Service 76

Self Service Virtual Agent Connections Contact Center 76

Avaya

JUNE 7, 2016

Avaya Breeze is an open framework that brings the necessary attributes for communication in the digital age: embedded, mobile, fast, low risk, and workflow enabled—a key requirement to automate previously manual processes to improve digital experiences. It is the second most visited content topic on Avaya.com.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Comm100

FEBRUARY 20, 2018

As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. According to research by McKinsey, 29% of customer service positions in the US could be automated through Chatbots and other currently available technology. This is especially true for phone assistance.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Verint ® Systems Inc. Why Is It Important to Balance Cost, Quality and Customer Service?

Innovation 40

Innovation Gamification Management Comparison 40

ClearAction

NOVEMBER 14, 2017

What’s unique in business-to-business customer experience is the extensive interactions between the customer and supplier companies for a long time after the initial purchase. 4 Steps to Customer Experience ROI. Nowadays, it’s feasible to use voice-mining technology to categorize audio content.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59