West Monroe

JULY 24, 2017

If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center. Contact centers will continue to get smaller and smarter as self-service, automated engagement, and digital operations mature.

Virtual Agent 53

Virtual Agent Contact Center Self Service Technology 53

BlueOcean

JANUARY 9, 2018

IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology. Forget AI being the future of the contact center.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

VDS

SEPTEMBER 17, 2020

The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. The beauty of these technologies is they typically work across all contact center solutions with API integration. Agents need accurate, accessible information from reliable and efficient systems.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. The bot learns from the agent’s feedback and improves the automated responses over time.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

CSM Magazine

FEBRUARY 25, 2020

The Nordic region’s largest insurance company, If, has adopted innovative artificial intelligence in combination with its existing solution from the contact center supplier Puzzel. The new agreement covers If’s contact centers in four countries. offers the ability to build advanced automated services.

Chatbots 59

Chatbots Insurance Omni-Channel Company 59

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Artificial Intelligence Conference. ET on May 2.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22