BlueOcean

JANUARY 9, 2018

Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. With integration between live chat, video chat, SMS, web forums, email, social, self-serve apps, and, of course, voice, the omni-channel experience must be seamless.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Playvox

JANUARY 13, 2022

We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. 2022 just might be The Year of the Contact Center Employee. Let’s take a closer look at these 2022 contact center trends. Employee Experience. AI That Works.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Kustomer

JUNE 27, 2022

Let’s explore the path to optimizing your brand with our 12 best software tools for 2022. What Are the 12 Best CS Software Tools in 2022? With these advancements arrived the need to merge and unify said systems. Top 12 Customer Service Software Tools for 2022. What Is Customer Service Software?

Software 98

Software Tools Customer Service Self Service 98

CSM Magazine

NOVEMBER 3, 2022

Gartner ’s “2022 CEO Survey — The Year Perspectives Changed” revealed 91.5% virtual assistants such as Siri or Alexa) and respond appropriately. Get better data/analytics from systems (48%). For an infographic that illustrates the findings from Waterfield Tech’s research further, visit [link].

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

NobelBiz

JANUARY 10, 2021

It is an artificial intelligence tool that can be described as a virtual agent. On the other hand and for the sake of performance, you should integrate a virtual agent within your system. This way, your agents will have more time to focus on high-value requests. Rule N° 2: Data is Everything!

Call Center 52

Call Center Chatbots Virtual Agent Contact Center 52

Magellan Solutions

JULY 29, 2021

Creating and perfecting these systems also require the human touch, says Arthur Nowak, head of the Philippines for TTEC Holdings. . AI-enabled conversational agents, for example, are expected to handle 20% of all customer service requests by 2022. That alone relieves human agents of huge burdens and time. .

Call Center 52

Call Center Self Service Social Media Omni-Channel 52