Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Playvox

SEPTEMBER 1, 2021

So it is important to understand customer needs and adopt technologies to handle their requests through the channels they want to use. They can use technology to make a difference, save lives, and have a positive effect on the planet. After Generation Alpha it follows that Generation Beta will be born from 2025 to 2039.

Customer Service 68

Customer Service Contact Center Virtual Agent Competitive Advantage 68

CSM Magazine

FEBRUARY 4, 2022

And it’s clear that customers are open to these emerging technologies to help make that happen. According to Servion , AI will power 95% of all customer interactions by 2025, thanks to the much more interactive and user-friendly customer support experience that chatbots offer. This is where conversational AI starts to feel more human.

Customer Experience 52

Customer Experience Chatbots Call Center Knowledge Base 52

TechSee

NOVEMBER 19, 2019

From its introduction in the 1970s, it has become increasingly common thanks to increased CPU power and advances in speech applications that have made the technology cheaper to deploy. Conversational AI platforms – better known as chatbots – have become the go-to technology for automating and scaling simple customer episodes.

Self Service 19

Self Service Insurance Effort Score Customer Journeys 19