NICE inContact

NOVEMBER 16, 2018

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering. This happens on virtually every call, as agents generally perform customer identification duties whether or not the system has already done so (more on that later).

Virtual Agent 122

Virtual Agent Contact Center Data Average Handle Time 122

NICE inContact

OCTOBER 12, 2018

This is the first of four ways that virtual agents are automating the contact center. Reaching the right agent at the first attempt is a prerequisite for an effortless, fast customer experience, but touch-tone systems and single word command menus are somewhat limited in their capabilities and options to precisely determine a customer’s needs. fewer calls being transferred to live agents.

Virtual Agent 120

Virtual Agent Contact Center Average Handle Time Comparison 120

NICE inContact

DECEMBER 10, 2018

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents. Imagine if you had a pool of AI-powered virtual agents in addition to your live agents.

Virtual Agent 120

Virtual Agent Contact Center Resources Training 120

Solvvy

NOVEMBER 30, 2022

I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness. Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences.

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Virtual Agent Meeting Contact Center Hospitality 62

Speaker: Tom Lewis, CEO of SmartAction

Advances in conversational AI have led to the growing adoption of cloud-based virtual agents to automate conversations traditionally handled by live agents over voice, chat, and text. Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).

Virtual Agent

Talkdesk

SEPTEMBER 16, 2020

Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.

Virtual Agent 115

Virtual Agent Call Center Contact Center Knowledge Base 115

Cyara

JULY 21, 2021

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently.

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Contact Center Study Consumers Interaction 67

Talkdesk

SEPTEMBER 9, 2020

This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). What is a virtual agent?

Virtual Agent 65

Virtual Agent Contact Center Knowledge Base System 65

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. What, Exactly, Are Virtual Agents?

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Virtual Agent Average Handle Time Sports Customer Service 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. What, Exactly, Are Virtual Agents?

Virtual Agent 72

Virtual Agent Average Handle Time Sports Customer Service 72

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

In this webinar, our leading experts will walk you through step-by-step to build an ROI for conversational AI.

ROI

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 98

Virtual Agent Contact Center Exercises Training 98

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. The same holds true in the contact center. Multimodal Virtual Agents allow customers to tap, text and talk to get more done , with little effort.

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User Experience Virtual Agent Customer Experience Contact Center 246

Talkdesk

FEBRUARY 13, 2020

Who is answering calls when your contact center is closed? AI-powered conversational assistants, or “virtual agents”, can quickly deliver the answers and outcomes over voice-enabled channels.

Virtual Agent 54

Virtual Agent B2C Contact Center B2B 54

TechSee

FEBRUARY 20, 2018

Although this information can usually be found in the user manual, customers looking for assistance with these basic tasks drive a large volume of calls to the customer care center, which can be avoided with self-service. AI has also powered decision support tools, which help human agents present customers with relevant information in real time with the goal of making the best decisions and providing the right information to consumers. Decreased agent workload?

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Virtual Agent Knowledge Base Call Center Contact Center 132

Speaker: Brian Morin & Helena Chen from SmartAction

In a typical 6-minute customer service call, only 25% is valued customer interaction. How can you render this process more efficient and give space for the valued interaction to shine? By starting every conversation with AI. Sign up to learn more!

Interaction

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. Brian Cantor Leading CX Industry Analyst Contact Center Week. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. Contact Us. +1

Call Center 223

Call Center Virtual Agent How To Case Study 223

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. The example call flow contains branches for AGENT , MENU , and END.

Virtual Agent 71

Virtual Agent How To Customer Service Representative Examples 71

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. 13% My contact center is not in the cloud.

Call Center 246

Call Center Virtual Agent Contact Center eBook 246

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Talkdesk CX Cloud contact center – Talkdesk, Inc.

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Contact Center Customer Experience Virtual Agent Banking 71

Speaker: Tom Lewis, CEO of SmartAction

Most contact centers have an over-reliance on live agents for even the most rudimentary and repetitive call types. Hear examples from AAA, MGM Resorts, Hyundai, and Office Depot on how they are leveraging the power of conversational AI through cloud-based virtual agents to automate the call and chat types handled by live agents.

Virtual Agent

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.

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Contact Center Virtual Agent Consulting System 72

BlueOcean

OCTOBER 22, 2020

The key, of course, was that everything, including agent training, had to pivot to a virtual environment. Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Making Virtual Agent Training Work for You.

Contact Center 156

Contact Center Training Virtual Agent eBook 156

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. This is where we see the benefits of an application ecosystem approach, which allows organizations to flexibly assess and adopt the technologies and changes needed for providing incredible customer and agent experiences.

Contact Center 104

Contact Center Virtual Agent Innovation Interaction 104

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 52

Virtual Agent Contact Center Exercises Training 52

Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction

It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.

Virtual Agent

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries. Contact Center Customer Experience Customer Service

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Contact Center Virtual Agent Consulting System 56

NICE inContact

JANUARY 16, 2019

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. However, these repetitive call types need to be made hundreds of times per day, and can often make up a large part of a live agent’s daily routine. While necessary, outbound notification calls are often extremely expensive and take an enormous amount of time, since agents must dial each customer consecutively.

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Contact Center ROI Virtual Agent Resources 120

SaleMove

JUNE 11, 2020

Check out the previous installment of this series: The Times They Are a-Changing: Talent in the Contact Center Part 2: Players and Coaches In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future.

Virtual Agent 52

Virtual Agent Contact Center Interaction Meeting 52

West Monroe

JULY 24, 2017

These intelligent agents are making our lives so easy. If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center. In Kate Leggett’s 2017 Customer Service Trends: Operations Become Smarter And More Strategic , she notes that traditional contact centers are becoming smaller, smarter, and more strategic (see graphic below).

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Virtual Agent Contact Center Social Media Technology 53

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.

Virtual Agent

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets.

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Contact Center Virtual Agent Healthcare Average Handle Time 81

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. Blog Agent Assist Contact Center Automation Virtual Agent Visual IVR

Virtual Agent 130

Virtual Agent Customer Experience Management Knowledge Base 130

Talkdesk

APRIL 23, 2020

However, many companies have not yet addressed the most basic weaknesses in their contact centers. In addition, sometimes integrations with CRM tools and customer databases are too rigid or non-existent to provide agents with context.

Contact Center 52

Contact Center Virtual Agent Innovation Competitive Advantage 52

SaleMove

JUNE 11, 2020

In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future. Once they are put into production, bots will need supervision similar to live agents – to make sure that they are “behaving” and achieving the desired results.

Virtual Agent 52

Virtual Agent Insurance Contact Center Policies 52

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

Contact Center

Cyara

MARCH 18, 2020

contact center cx agile virtual agent cx monitoring disruption work from home

Tips 94

Tips Virtual Agent Contact Center 94

Avaya

APRIL 10, 2019

25% reduction in agent turnover. Once those are working well, you can use AI to handle more complex customer inquiries or agent assist functions. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones. Real-time speech analytics – Tools that listen to customer’s verbal content to analyze next steps for customer service agents, typically using agent screen pops.

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Contact Center Virtual Agent Roadmap Analysis 71

Avaya

OCTOBER 25, 2018

It’s the spookiest time of the year, and not just because contact centers like yours are about to head full bore into the holiday rush. 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. CX and Contact Center

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Contact Center omnichannel Virtual Agent Communication 64

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.

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Contact Center Trends omnichannel Technology 84

Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction

The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. In a complete reversal from the widespread layoffs that occurred during the coronavirus pandemic, employers are now struggling to attract talent and fill open positions. As the U.S. continues to recover from the economic implications of the global pandemic, join us for this discussion on technologies that have paved the way for a burgeoning remote workforce, the adoption of AI-powered virtual assistants, and more.

Contact Center