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.
Lumoa
JUNE 23, 2021
Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.
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Bold360
SEPTEMBER 15, 2020
Whether customer interaction happens via live chat or chatbot, the user experience is much the same. The customer types a question into the chat window and receives an appropriate response. AI-powered chatbots seamlessly escalate customer interactions to live chat whenever an issue is too complex for the chatbot to handle.
Interactions
JULY 29, 2020
Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. Virtual agents can support an omnichannel approach to customer service.
TechSee
MARCH 19, 2019
Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues.
Interactions
MAY 28, 2020
The debate about multi-channel, cross-channel, and omnichannel is that of the past. This pandemic is pushing brands to think about customer service beyond the channel. Use this opportunity to assess your customer service organization – how can you optimize your workforce? Where can you automate?
Pointillist
SEPTEMBER 28, 2021
Let’s dive into four reasons contact center leaders struggle to minimize costs while improving customer satisfaction at the same time. Omnichannel Interaction Data is Siloed or Nonexistent. The COVID-19 pandemic forced customers and enterprises alike to rely on digital channels more than ever before.
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