eglobalis

MARCH 30, 2025

Using natural language processing (NLP) and machine learning, companies can interpret the tone and emotion behind customer interactions on a massive scale. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center. Instead of explicitly asking How do you feel?, Fifth Third Bank, a U.S.

AI 312

AI CX Sentiment Analysis Predictive Analytics 312

Zendesk

SEPTEMBER 15, 2021

According to a survey of C-suite executives, more than 70% of CIOs increased investments heading into 2021 to improve customer experience. According to Zendesk’s 2021 digital tipping point guide , 75% of customers expect personalized experiences each time they interact with a brand.

CX 97

CX E-commerce Machine Learning Social Media 97

Sprinklr

SEPTEMBER 20, 2021

As organisations navigate the final stages of complaints management modernisation before RG 271 goes into effect on 5 October 2021, it’s the right time to review your systems and processes to ensure your organisation is ready to scale. Does it provide auditability for regulatory compliance?

Machine Learning 88

Machine Learning CXM Social Media CRM 88

Comm100

JANUARY 29, 2021

Best Chatbots in 2021: Chatbot providers that stand out from the crowd. Ready to explore the best chatbots of 2021? Comm100 offers iron-clad security and compliance, more than the industry standard (including for highly regulated sectors), so your customers’ sensitive information and business operations always remain safe.

Technology 54

Technology Technology AI Artificial Intelligence 54

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Robotic process automation (RPA) is another valuable tool in contact centers, relieving agents of repetitive, non-cognitive tasks, including the time-consuming processes required for compliance with two-factor authentication. DMG expects the market to grow at a minimum of 22.5%

Contact Center 72

Contact Center Innovation Artificial Intelligence Machine Learning 72

Beyond Philosophy

MAY 12, 2021

Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. However, beyond that, 82 percent of respondents said that the challenges of managing customer engagement in 2021 were growing. Finally, Porte says that machine learning capabilities are crucial.

Customer Expectations 88

Customer Expectations Machine Learning AI Technology 88

Hodusoft

DECEMBER 13, 2023

As per a report , In 2020, hosted PBX reached a market size of over USD 5 billion and is expected to grow at a CAGR of more than 12% over 2021-2027. Regulatory Compliance Depending on the industry and geographical location, businesses may be subject to specific regulations regarding data privacy and communications.

Compliance 64

Compliance CRM Artificial Intelligence Customer Relationship Management 64