TechSee

AUGUST 10, 2023

As a visual platform, TechSee converts phone calls into live augmented reality sessions and enhances service automation by bringing computer vision AI to chat and automated workflows. TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. Play Video Table of Contents The Pitfalls of Conventional Voice Services For most clients, the difference between voice services is undetectable until significant issues arise.

Contact Center 105

Contact Center Call Center Self Service System 105

AWS Machine Learning

DECEMBER 19, 2023

This post was written in collaboration with Ankur Goyal and Karthikeyan Chokappa from PwC Australia’s Cloud & Digital business. Many businesses already have data scientists and ML engineers who can build state-of-the-art models, but taking models to production and maintaining the models at scale remains a challenge.

Analytics 106

Analytics Training Government System 106

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Forrester's Customer Insights

APRIL 1, 2024

Corporate cloud strategies that yesterday centered on the unglamorous transition of legacy apps from out of the data center, along with some new cloud-native apps, must now incorporate transformative technologies with radically different value propositions — all without breaking the IT budget.

Strategy 61

Strategy Technology Data Management 61

AWS Machine Learning

OCTOBER 30, 2023

Amazon Bedrock is a fully managed service provided by AWS that offers developers access to foundation models (FMs) and the tools to customize them for specific applications. Customers are building innovative generative AI applications using Amazon Bedrock APIs using their own proprietary data.

Policies 127

Policies Groups Resources Connections 127

Magellan Solutions

JULY 21, 2023

Companies are becoming mindful of the potential of outsourcing services for small businesses in 2023. The market size for outsourcing services is witnessing significant growth. It will include insights on outsourcing services tailored to small businesses. Cloud technology optimizes operations and enhances flexibility.

Trends 94

Trends Healthcare Innovation Analytics 94

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. To assist those who may be starting with a blank canvas, Amazon Lex provides the Amazon Lex automated chatbot designer.

Chatbots 96

Chatbots Self Service Omni-Channel Contact Center 96

Cyara

FEBRUARY 22, 2024

Stutters, jitter, echos and interruptions in service as agents work with callers to fulfill their needs. Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

AWS Machine Learning

DECEMBER 12, 2023

Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition.

Telecommunications 105

Telecommunications Training Chatbots CRM 105

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. Clients assume service and product quality. This article was originally posted at [link].

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

VDS

SEPTEMBER 25, 2023

Customer service teams face the challenge of not only catering to the current needs of their clients but also preparing for future trends and challenges. One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations.

Customer Service 52

Customer Service Customer Service Strategies Trends Contact Center 52

AWS Machine Learning

NOVEMBER 22, 2023

Amazon Elastic Compute Cloud (Amazon EC2) DL2q instances, powered by Qualcomm AI 100 Standard accelerators, can be used to cost-efficiently deploy deep learning (DL) workloads in the cloud. DL2q instances are the first instances to bring Qualcomm’s artificial intelligent (AI) technology to the cloud. Roy from Qualcomm AI.

Automotive 104

Automotive Technology Training Strategy 104

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

ROI 105

ROI Software B2B System 105

AWS Machine Learning

DECEMBER 5, 2023

Speed is of the essence, and adoption of LLM technologies can make or break a business’s competitive advantage. In their implementation of generative AI technology, enterprises have real concerns about data exposure and ownership of confidential information that may be sent to LLMs.

Data 99

Data Training Financial Examples 99

NobelBiz

DECEMBER 19, 2023

In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions. If you want to learn more about Customer Service De-Escalation , delve into our comprehensive guide! The secret lies in effective escalation management, a crucial aspect often overlooked.

Call Center 106

Call Center Management Contact Center Wait Times 106

AWS Machine Learning

FEBRUARY 6, 2024

By extracting key data from testing reports, the system uses Amazon SageMaker JumpStart and other AWS AI services to generate CTDs in the proper format. Because of the sensitive nature of the data and effort involved, pharmaceutical companies need a higher level of control, security, and auditability.

Government 104

Government Report System Guidelines 104

CSM Magazine

JANUARY 17, 2024

The Influence of Hyperscalers Will Persist Hyperscale cloud providers will continue to be a significant force in the contact centre industry, particularly in the realm of data. In 2024, there will be a continued focus on structuring and extracting valuable insights from the ever-expanding pool of unstructured data.

Industry 52

Industry Data Trends Exceptional Customer Service 52

CSM Magazine

FEBRUARY 2, 2024

Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. Goals included supporting multi-channel engagement, tapping member data for personalisation, and integrating systems across the business to smooth hand-offs.

Self Service 52

Self Service Multi-Channel Healthcare Case Study 52

AWS Machine Learning

OCTOBER 26, 2023

Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

Retail 101

Retail Innovation System Video 101

AWS Machine Learning

AUGUST 4, 2023

We’re excited to announce Amazon SageMaker and Salesforce Data Cloud integration. With this capability, businesses can access their Salesforce data securely with a zero-copy approach using SageMaker and use SageMaker tools to build, train, and deploy AI models.

Data 74

Data Training Connections Innovation 74

Blueshift

NOVEMBER 30, 2023

I’m thrilled to announce that Blueshift has achieved the Amazon Web Services (AWS) Advertising and Marketing Technology Competency in the category of Digital Customer Experience!

Advertising 64

Advertising Technology Marketing Analytics 64

Magellan Solutions

MARCH 27, 2024

Did you know that nearly 8 out of 10 businesses are outsourcing their information technology (IT) functions? Technology has become an integral part of our lives. It provides immediate assistance and expertise to ensure the smooth operation of technology and maximize its value. That’s a staggering number! Let’s get on it!

Call Center 52

Call Center Software Customer Satisfaction Self Service 52

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

BirdEye

NOVEMBER 15, 2023

This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on how businesses can leverage Google to stay relevant in a competitive market. He is deeply involved in all things generative AI and data.

Brands 111

Brands Data Technology Consumers 111

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. It uses machine learning–powered automatic speech recognition (ASR), automatic language identification, and post-processing technologies.

Guidelines 82

Guidelines Resources Connections Communication 82

AWS Machine Learning

NOVEMBER 16, 2023

Philips is a health technology company focused on improving people’s lives through meaningful innovation. Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care.

Healthcare 91

Healthcare Government Innovation Training 91

AWS Machine Learning

OCTOBER 18, 2023

This post details how Purina used Amazon Rekognition Custom Labels , AWS Step Functions , and other AWS Services to create an ML model that detects the pet breed from an uploaded image and then uses the prediction to auto-populate the pet attributes. Solution overview Predicting animal breeds from an image needs custom ML models.

Training 97

Training Metrics Data Consulting 97

AWS Machine Learning

DECEMBER 7, 2023

The technology company has revolutionized last-mile delivery with its grocery in-minutes delivery proposition. Amazon Forecast is a fully managed service that uses machine learning (ML) algorithms to deliver highly accurate time series forecasts. Getir is the pioneer of ultrafast grocery delivery.

Management 102

Management Analytics Data Resources 102

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies.

Groups 52

Groups Leadership Multi-Channel CRM 52

AWS Machine Learning

SEPTEMBER 20, 2023

As customers accelerate their migrations to the cloud and transform their business, some find themselves in situations where they have to manage IT operations in a multicloud environment. We train the model using Amazon SageMaker, store the model artifacts in Amazon Simple Storage Service (Amazon S3), and deploy and run the model in Azure.

Training 102

Training e-support Resources Groups 102

AWS Machine Learning

AUGUST 4, 2023

This is the second post in a series discussing the integration of Salesforce Data Cloud and Amazon SageMaker. The endpoints are then registered to the Salesforce Data Cloud to activate predictions in Salesforce. The endpoints are then registered to the Salesforce Data Cloud to activate predictions in Salesforce.

Data 79

Data Policies Training Connections 79

Oracle

OCTOBER 8, 2018

Not so long ago, field service employees could only connect with the dispatcher, the back office, or the warehouse in a few ways: face-to-face, by phone, or by two-way radio. Fortunately, continuing advances in technology have broken this paradigm. Here are 4 tech trends that broke the traditional field service mold.

Trends 207

Trends e-support Competitive Advantage Video 207

Magellan Solutions

JANUARY 23, 2024

Technology empowers modern small businesses to drive innovation, enhance collaboration, and streamline operations daily. However, it also brings headaches when critical systems fail or important data is lost. Older technology usually doesn’t have features and security patches.

System 52

System Software Technology Insurance 52

AWS Machine Learning

FEBRUARY 29, 2024

Amazon OpenSearch Service is a fully managed service that makes it straightforward to deploy, scale, and operate OpenSearch in the AWS Cloud. This framework, however, doesn’t consider user behavior like click-through or purchase data, which can further improve relevance for individual users. No ML expertise is required.

e-support 92

e-support Resources Comparison Data 92

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105