UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport).

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport).

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. 45% enhancements in customer ratings. 95% growth in the numbers of new customers.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). Data from large-scale, real-world enterprise IVA implementations revealed that people are increasingly relating to chatbots as they would human agents. Verint Engage Global Customer Conference.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Gainsight

FEBRUARY 13, 2023

We caught up with Jim Mercer, Zoom’s Global Head of Customer Success, just as the company was launching a new partnership with the Gainsight customer success platform to help expand and scale the capabilities of Zoom even further. What can a customer success platform add to its offering? JM: Yes, for sure.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. Contact center conversations can span from self-service to a live human interaction.

Self Service 86

Self Service Chatbots Resources Knowledge Base 86