What Can Your Business Learn about CX from the Latest in Smart Technology?

Bold360

While some technology seems to exist just because it can, there is no benefit to technology replacing something which already works. Many businesses are encouraging their customers to grasp the same flexibility and control with online support bots and virtual assistants. They connect on all channels, allowing your customers to reach out to you via your website, by mobile phone or app, and even from social media.

What Can Your Business Learn about CX from the Latest in Smart Technology?

Bold360

While some technology seems to exist just because it can, there is no benefit to technology replacing something which already works. Many businesses are encouraging their customers to grasp the same flexibility and control with online support bots and virtual assistants. They connect on all channels, allowing your customers to reach out to you via your website, by mobile phone or app, and even from social media.

What Does Amazon Connect Mean for the Contact Center?

West Monroe

Amazon Web Services recently announced Amazon Connect – a simple and cost effective, cloud-based contact center technology that has left the contact center industry (and us) buzzing. Amazon Connect is changing the traditional contact center setup.

Building The Cognitive Organization: AI-Ready Information (Part One)

North Highland

You need information to support automation and to build both types of AI machines: 1) machine learning algorithms and 2) virtual agents. Building virtual agents that work with humans, like chatbots, requires content (i.e., Attribute Three: Connected Information.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement, eGain has not only developed cutting-edge technology. Answer: Virtual assistant (VA) Also called virtual customer assistants, chatbots, avatars, virtual. agents, or concierges, VAs help businesses wow customers with. agents. agents.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.

AI and Customer Care: The Future is Here

BlueOcean

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. These technologies are sparking new expectations in today’s consumers on an almost daily basis.

The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

Agents performance is closely monitored, and their actions have business and financial implications, such as dropping a sale, dispatching a technician unnecessarily, losing a customer, or worse, setting off a social media backlash over a bad experience.

5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Immersive Technologies.

Trends 109

The history of the search engine: from index cards to the AI chatbot

Inbenta

While it was not on a par with the search technology available today it was indeed better than the alternative – word of mouth. Notably, in 1995 Altavista became the first search engine to incorporate natural language technology. How did people find answers before the internet?

5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Immersive Technologies. Immerse technologies provide the ability to interact and communicate with the virtual environment. Immersive technology exhibitors at MWC 2018: Go6D Technologies.

Omega World Travel Finds Innovative Solutions with Unified Cloud Platform

NICE inContact

Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. It also lacked connection flexibility for remote agents and did not allow them to use a cell phone or browser.

Build your business case to invest more in customer experience – Learn the metrics that move the needle

NICE inContact

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. Stay tuned for the next part, which will discuss how customer experience technologies drive topline.

Application Ecosystems and the Future of the Contact Center

Avaya

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. They want to be free of the technology refresh cycle to more quickly adapt and innovate.

Three Frightening Contact Center Problems Solved with Cloud

Avaya

Halloween is coming, and to get into the spirit, we’re here to help you overcome some common contact center terrors: WFH Agents. This can be an incredibly scary subject for many contact centers—agents who aren’t physically with you in the contact center.

7 Top Priorities for the Future of Customer Engagement

Calabrio

The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. The pace at which technology marches forward is just incredible. billion devices are connected to the web, a phenomenon industry folks refer to as “The Internet of Things” (IoT). By 2020, the number of connected “things” is expected to rise to 30 billion.

Harnessing Social Media as a Contact Centre Channel

CSM Magazine

By leveraging social media channels, brands can dive deeper engagement and, coupled with advancements in technology, can make their responses unique and personal to the individual customer. Empowered agents through AI. Social media is ingrained in the global population.

Artificial Intelligence: Ready for Primetime in the Contact Center

Avaya

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. 25% reduction in agent turnover. Once those are working well, you can use AI to handle more complex customer inquiries or agent assist functions.

If CX is #1 - Why Do These Things Happen?

Innovative CX

So, I started a chat – or should I say a chat with a bot (or virtual agent) which didn’t recognize my issue. Once I used the word password it was downhill from there – finally it transferred me to an agent – that took a long time to respond.

Six Reasons Live Chat Keeps Customers Engaged

CSM Magazine

Live chat agents are able to walk customers through a sale right then and there, at the time that they are in the buying process. Virtual assistant technology can also connect to customer data in CRM systems, meaning account specific questions can be answered.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

There are several ways that companies intend to reduce friction for customers, and; one of those ways is by through reducing friction for agents. Many businesses believe that the key to the customer experience lies in the quality of the agent experience. Introduction.

Are you Underestimating the Importance of a Customer Service Experience Improvement Plan?

Bold360

Virtual Agents. A powerful and effective tool to manage these problems comes from virtual assistants and chatbots. A virtual assistant can be a tool to encourage users to stick around. Your support agents have been given a promotion.

The Definitive Guide to Chat Bot Strategy

Bold360

Chat bots, in their most basic form, aren’t really new in terms of technology, but chat bots are suddenly becoming massively popular thanks to massive adoption of messaging services like Facebook Messenger, and brands aren’t wasting the opportunity to get in on the action.