2016 Innovation Self Service Virtual Agent 
AWS Machine Learning
MARCH 31, 2023
The key to making this approach practical is to augment human agents with scalable, AI-powered virtual agents that can address callers’ needs for at least some of the incoming calls. Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01
Lumoa
JUNE 23, 2021
Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. This meteoric pace of innovation birthed new and innovative solutions for modern contact centers, finally coming to a crescendo with the advent of artificial intelligence (AI).
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Calabrio
JANUARY 6, 2016
CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service.
Kustomer
JUNE 27, 2022
Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain. These features can include, but are not limited to: Improve response times Personalize customer engagement Track employee performance Scale smartly Streamline self-service Enhance the agent experience.
Bold360
NOVEMBER 30, 2016
Most consumers now expect that companies have a multitude of contact methods, allowing them to engage in any way they choose, ranging from Facebook to Twitter, email, telephone, self-help knowledge bases, and instant messaging or chat. So, not only do chat bots facilitate customer service, but they also create revenue opportunities.
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