NICE inContact

APRIL 30, 2019

Artificial intelligence (AI) has the potential to transform contact centers. Contact center leaders agree and are confident in AI’s role in delivering exceptional customer experiences. That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave.

Consumers 149

Consumers Contact Center Chatbots Innovation 149

Answer Dash

JANUARY 1, 2019

I’ve heard this spoken of chatbots, in particular, this year. Statements like, “Chatbots will automate X% of your customer interactions” and “Your competition is working on a chatbot as we speak” have been uttered in my presence. Integrate Slack with support tools Slack has revolutionized contact center communication.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

Comm100

FEBRUARY 26, 2019

We’re excited to announce that Comm100 was presented with a Bronze Stevie® Award in the “Contact Center Solution – New Version” category in the 13th annual Stevie Awards for Sales & Customer Service on Feb. For more information on our Live Chat solution, contact us or reach out for a demo. 22 in Las Vegas, Nevada.

Sales 101

Sales Customer Service Contact Center Chatbots 101

NICE inContact

MAY 8, 2019

Have they embraced your new, leading-edge, AI-enabled chatbots? These are questions that keep contact center leaders up at night. The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. How about the latest digital channels?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Oracle

MARCH 11, 2021

Are they the same as chatbots? Are digital assistants and chatbots the same? Chatbots and digital assistants are similar in a few ways, so it’s easy to see why some people think they’re the same. You may access a chatbot while connecting with a brand or business for a simplified request. ” Yes!

Chatbots 79

Chatbots Call Center Contact Center Travel 79

CX Accelerator

JANUARY 7, 2019

Now take into consideration chatbots or any sort of automated response to a customer. Going back to chatbots, you can totally train a bot to automatically respond to customers, and chances are they can do it with more consistency and accuracy than a human. Jeremy Watkin is a contact center veteran turned CX leader.

Net Promoter Score 275

Net Promoter Score Contact Center Chatbots Knowledge Base 275

Avaya

AUGUST 12, 2019

Are organizations attempting to use artificial intelligence (AI) in the contact center? In fact, the majority (58%) of executives believe that chatbots are the only form of AI that their organization is currently using effectively. Yes, without a doubt. What exactly does this mean?

Contact Center 50

Contact Center Self Service Chatbots CRM 50

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. For one thing, the two groups agree that businesses should immediately inform consumers when they are interacting with a chatbot.

Consumers 136

Consumers Chatbots Contact Center ROI 136

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Multi-channel usually includes voice, email, chat, SMS and even fax interactions.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Comm100

JANUARY 11, 2023

In customer service, automation is commonly seen in the form of chatbots. Chatbots can respond to customer queries, answering the common requests, immediately and 24/7. According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

NICE inContact

MAY 23, 2019

With so many touchpoints in play, it’s more important than ever for contact center leaders to have their fingers on the pulse of their customers, and then align their own performance with what customers actually experience. Get your copy of the business wave of the 2019 NICE inContact Customer Experience Transformation Benchmark today!

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Our second annual study delves into attitudes and perceptions about customer experience and service delivery — from the perspective of both customers and contact center leaders.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

TechSee

DECEMBER 31, 2019

As 2019 comes to a close, they must better prepare for the new decade and beyond. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Explosion of virtual contact centers. billion by 2024, up from $220 million in 2019.

Trends 136

Trends Customer Service Self Service Contact Center 136

UJET

JUNE 19, 2019

Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person. Chatbots are the next tool that will improve customer support.

Chatbots 56

Chatbots Self Service Contact Center User Experience 56

ShepHyken

AUGUST 19, 2019

They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. My Comment: Another list of mistakes to avoid… This one is focused on live chat and customer service in the retail industry. Even if you’re not in retail, you should read this article.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

NICE inContact

OCTOBER 2, 2019

From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text , organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

Interactions

JANUARY 16, 2019

We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. So, 2019 may be the year we see more companies ditching the DIY effort and turning to the IVA experts. Bye-bye chatbots? Conversational AI. Rethinking success.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

NICE inContact

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. But does that mean agent-assisted methods, such as phone and chat support, are quickly becoming obsolete? People want a wide variety of choices about how they interact with companies. But what options should businesses offer?

Self Service 121

Self Service Contact Center Social Media Chatbots 121

Talkdesk

MAY 10, 2019

Sheila McGee-Smith of McGee-Smith Analytics and Patrick Russell, Principal, Product Innovation Marketing at Talkdesk, joined together in a recent webinar to discuss the five must-haves for the 2019 call center. How to Cultivate an Agent-First Attitude Agents are the front lines of your call center. AI is more than a chatbot.

Call Center 50

Call Center Contact Center Average Handle Time Chatbots 50

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. What are the drivers of migrating contact centers to the cloud?”. Joe Eisner. Organization: AWS. Steve Nuttall.

Contact Center 52

Contact Center Average Handle Time Competitive Advantage Chatbots 52

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. Currently in beta, it’s set to be a real highlight of MWC Barcelona 2019. Digital Transformation: Reinventing your Customer Relationships. In a nutshell. Hall 7 Stand 7G71.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

ShepHyken

JANUARY 28, 2019

The State of Bots in 2019: Successes and Failures by Astrid Monge. First, it continues the discussion from the fourth article on this week’s list about bots and human interactions. Second, because it links to Fonolo’s free report, “The Top Contact Center Trends to Watch in 2019.”

Social Media 98

Social Media Customer Service Customer Care Insurance 98

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. This is likely one reason why Oracle found that 80% of sales and marketing leaders say they currently use or plan to deploy chatbots in the near future. Biometrics.

Technology 122

Technology Customer Service Contact Center Gamification 122

NICE inContact

MARCH 5, 2019

And we’ll also look at ways to use this evolution to your advantage, along with which trends and predictions to focus on in 2019. Other “future” developments—chatbots and AI—are already here, right now. How Webhelp profits from simplified integration of chatbots and AI. Don’t miss this exciting presentation! REGISTER NOW.

Self Service 169

Self Service Omni-Channel Chatbots Trends 169

Bold360

JANUARY 2, 2020

So for my last episode in 2019, I wanted to look back at what I’d learned from those conversations. Chatbots and virtual agents used to be kind of a standalone discussion. A virtual agent could sit in a contact center, for example. Subscribe via iTunes , Spotify and more. I did 50 podcasts this year. Ryan Lester.

Virtual Agent 59

Virtual Agent Chatbots Knowledge Base Contact Center 59

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. To welcome the new year, here are five predictions for 2019. Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience.

Trends 78

Trends Self Service Contact Center Chatbots 78

Magellan Solutions

FEBRUARY 26, 2024

So when demand surged, they quickly enabled ML chatbots to reduce backlogs while prioritizing callers by urgency with travel date sorting features. Since launching in 2019, AI-assisted calls have doubled while costs dropped by two-thirds, resolving in under 2 minutes. Callers now get specific answers without agents.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Talkdesk

DECEMBER 23, 2020

In 2019, small businesses generated 44% of the US economic activity and, as a whole, they create two-thirds of net new jobs and drive U.S. Since many banks have shuttered their branches they are leveraging the contact center as their client experience hub. innovation and competitiveness.

Banking 126

Banking Contact Center Insurance Self Service 126

CSM Magazine

NOVEMBER 27, 2019

Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT). (If The current scope of AI and automation, to what extent can the rise of intelligent self-service tools and AI based chatbots replace the human touch?

Self Service 52

Self Service Customer Service Trends Knowledge Base 52

Comm100

NOVEMBER 13, 2022

A Comprehensive Guide to Chatbot Software. In 2020, the North America chatbot software market was valued at $182 million. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Customer service chatbots don’t just benefit the end consumer.

Chatbots 130

Chatbots Software Self Service Wait Times 130

eGain Blogs

MAY 8, 2020

More with digital self-service; chatbots, for example. eGain was rated #1 overall in digital engagement and knowledge management capabilities by both Gartner (2019 critical capabilities report on customer engagement) and Forrester (2020 New Wave report on digital-first customer service). Why not go with the leader?

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

eGain Blogs

MAY 8, 2020

More with digital self-service; chatbots, for example. eGain was rated #1 overall in digital engagement and knowledge management capabilities by both Gartner (2019 critical capabilities report on customer engagement) and Forrester (2020 New Wave report on digital-first customer service). Why not go with the leader?

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

NICE inContact

SEPTEMBER 18, 2019

Artificial Intelligence (AI) in the contact center. To some, AI in the Contact Center , conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI.

Contact Center 136

Contact Center Chatbots Call Center Roadmap 136

Comm100

AUGUST 16, 2019

I’m not alone – YouMail’s Robocall Index found that in July 2019, Americans received a huge 4.7 During the course of a normal day, I rinse and repeat this sequence usually at least once, sometimes five or six times. Mobile phones were intended to allow us to communicate in better and easier ways.

Communication 101

Communication Social Media Knowledge Base Contact Center 101