eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. Virtual and Augmented Reality (VR/AR) VR and AR technologies, used by platforms like Unity and ARKit, create immersive and interactive experiences for customers.

Customer Experience 328

Customer Experience Social Media Predictive Analytics AI 328

Execs In The Know

OCTOBER 22, 2024

In today’s digital age, artificial intelligence (AI) has transitioned from a mere trend to an essential component of customer service solutions. Our recent exploration of audio control technology showcases just one facet of our comprehensive AI-powered agent workspace.

Technology 52

Technology Technology Artificial Intelligence Customer Experience 52

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

VOZIQ

AUGUST 14, 2024

Reston, VA, — VOZIQ AI , a leading provider of AI-powered solutions to subscription businesses, today announced that they have won AI Global Excellence Award 2024 in AI-Based Customer Retention Platform category. The ACE team has experience of several successful implementations of AI technology for subscription growth use cases.

Customer Retention 52

Customer Retention AI Machine Learning Artificial Intelligence 52

Execs In The Know

FEBRUARY 5, 2024

2024 is the Year of the Wood Dragon, which is thought to signify unprecedented opportunities for evolution and abundance. This seems true for the BPO industry, where technological advancements and shifting dynamics drive a parallel transformation narrative. Riding this wave demands companies to embrace an adaptive mindset.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

DMG Consulting

MARCH 27, 2024

The market is experiencing success, and vendors are transforming their solutions into open platforms that incorporate AI technology, are better able to handle digital interactions, and empower agents with more advanced self-service capabilities,” said Donna Fluss, President of DMG Consulting. “As

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

DMG Consulting

JANUARY 1, 2024

Next-gen WEM platforms also offer ease of integration and interoperability with third-party and proprietary operating systems; this is a major change from the closed WEM suites of the past, and it will position companies to leverage their intelligence throughout the enterprise to help ensure a consistently outstanding and cost-effective CX.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

C3Centricity

SEPTEMBER 3, 2024

Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Changes are being driven by technology, changing consumer expectations, and global dynamics. In 2024, more companies have focused on customer-centricity as their core business strategy.

Artificial Intelligence 62

Artificial Intelligence Predictive Analytics AI Customer Feedback 62

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. Which AI technologies should be used? What goals can AI help them achieve: Enhancing self-service?

Contact Center 48

Contact Center AI Artificial Intelligence Compliance 48

Customer Think

JUNE 25, 2024

It appeared on their site on March 21, 2024 The hottest topic in business today is artificial intelligence, specifically generative AI, a form of artificial intelligence that is capable of generating text, images, videos, audio, data, analyses, etc. I originally wrote today’s post for Coveo.

Artificial Intelligence 75

Artificial Intelligence AI Technology Technology 75

DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. If the technology works as promised, roll it out to the rest of the department; if it doesn’t function as promised, move on.

Contact Center 48

Contact Center Artificial Intelligence AI Social Media 48

DMG Consulting

APRIL 19, 2023

The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. Both groups aim to deliver a new and more effective generation of WFM solutions.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms. Ask for a Free demo!

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

Zendesk

JANUARY 17, 2024

We’re facing a seismic shift in the world of customer experience with rapid advancements in artificial intelligence, data analytics, and other emerging technologies shaking the very foundations of our industry. The post CX Trends 2024: Unlock the power of intelligent CX appeared first on Zendesk.

CX 52

CX Artificial Intelligence AI Touchpoint 52

DMG Consulting

AUGUST 10, 2023

IA vendors are investing in artificial intelligence (AI) technologies to provide advanced offerings that more effectively identify customer intents, provide real-time guidance (RTG) to agents, predict customer satisfaction and propensities, automatically evaluate interaction quality, and much more.

Contact Center 48

Contact Center Artificial Intelligence Actionable Insights AI 48

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Contact Center 48

Contact Center Artificial Intelligence AI Customer Relationship Management 48

Customer Think

JANUARY 17, 2024

It’s finally here, 2024 is the year the deprecation of the cookie finally happens. Artificial Intelligence (AI) emerges as the pivotal solution, particularly in reshaping the landscape of programmatic advertising.

Artificial Intelligence 53

Artificial Intelligence AI Sales Technology 53

Zendesk

NOVEMBER 28, 2023

The Jetsons nailed artificial intelligence. Premiering in 1962, the cartoon accurately depicts many technologies we use today—including AI. The show illustrates the benefits and challenges of intelligent automation and how people can implement AI at home and in the workplace. If you’re new to this, no worries.

AI 52

AI ML Machine Learning Artificial Intelligence 52

Zendesk

JANUARY 17, 2024

What is intelligent customer experience? Intelligent customer experience (ICX) is how a business uses artificial intelligence (AI), automation, and data to provide personalized and proactive experiences. The Zendesk Customer Experience Trends Report 2024 dives into why intelligent customer experience is so important.

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

VOZIQ

MARCH 6, 2024

In 2023, the synergy between customer-facing leaders and technology reached new heights. In particular, artificial intelligence (AI) played a vital role in helping them achieve customer retention and lifetime value breakthroughs. The post Five Proven Strategies For AI-Driven Success In 2024 appeared first on VOZIQ AI.

AI 40

AI Customer Retention Artificial Intelligence Machine Learning 40

DMG Consulting

SEPTEMBER 6, 2024

Conversational AI Competitive Landscape September 2024 The conversational artificial intelligence (CAI) market is already crowded, with over 100 established platform and/or customer self-service competitors and more entering the sector. Includes Microsoft Dynamics, Oracle, Salesforce, and Zendesk.

AI 62

AI Artificial Intelligence Contact Center CRM 62

DMG Consulting

JULY 15, 2024

July 2024 DMG produces the only in-depth technology product and market reports designed to help contact center and IT leaders select the right systems, applications, and partners. View the report Use DMG’s technology reports as your RFP to select the best solution and partner in weeks instead of months.

Contact Center 48

Contact Center Artificial Intelligence AI Technology 48

DMG Consulting

OCTOBER 7, 2024

GenAI: Reaping the Benefits and Navigating the Challenges View this article on the publisher’s website We’re now well past the midway point for 2024, and it’s clear that artificial intelligence (AI), particularly generative AI (genAI), is solidifying its role as an essential contact center technology.

Contact Center 48

Contact Center Artificial Intelligence AI Innovation 48

Execs In The Know

JULY 7, 2024

Artificial intelligence (AI) and machine learning are empowering brands to transform customer data into actionable insights, driving personalized experiences that surprise and delight at every touchpoint. Advanced AI and GenAI technologies demonstrate how automation can be a game-changer in the CX space.

CX 52

CX Artificial Intelligence Machine Learning AI 52

Uniphore

APRIL 10, 2017

Today, artificial intelligence is one of the fastest growing technologies within IT operations. 5 Proof Points.

Artificial Intelligence 124

Artificial Intelligence Customer Service Technology Technology 124

Execs In The Know

OCTOBER 14, 2024

AI customer feedback analysis uses artificial intelligence to gather, analyze, and present valuable insights from customer feedback. The good news is that you don’t need to be a mind reader to understand them—you just need artificial intelligence (AI). What is AI customer feedback analysis?

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

DMG Consulting

MARCH 8, 2024

AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. This is one of the many reasons artificial intelligence (AI) is proving to be valuable for contact centers.

Contact Center 48

Contact Center AI Artificial Intelligence Real Estate 48

Execs In The Know

FEBRUARY 7, 2024

” The idea of a talking, decision-making artificial intelligence like KITT wasn’t just cool; it felt like a peek into the future. But with cobot technology, you never even build the monorail in the first place. Just like KITT before it, Sidd, Laivly’s artificial intelligence platform, is also a cobot.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Transportation Contact Center 52

MattsenKumar

JUNE 6, 2021

Call centers can bank upon the nascent opportunities by identifying the right call center technology trends and build robust processes around them. Identifying call center technology trends and teaching them as a culture at your customer service centers can work in your favor. Call Center Technology Trends.

Technology 52

Technology Technology E-commerce Artificial Intelligence 52

1 to 1

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. 2024 is going to be a year of action,” said Cerise, who also serves as global head of RevGen , TTEC Engage. We’ve learned enough now to move toward acting.”

AI 26

AI Construction Contact Center Artificial Intelligence 26

Execs In The Know

AUGUST 21, 2024

Artificial intelligence (AI)—particularly AI in customer service —has come a long way in a short amount of time. The chatbots of the past have evolved into highly intelligent AI agents capable of providing personalized responses to complex customer issues. The AI technology behind NLP bots is advanced and powerful.

Artificial Intelligence 52

Artificial Intelligence AI Technology Technology 52

Logicalware

NOVEMBER 27, 2023

In the spotlight of Puzzel’s annual event, Elevate ‘23, we delved into the critical realms of customer experience and artificial intelligence. Joined by Tanja Ammentorp, Customer Service Director at JYSK , she gave an exclusive look into the strategies and technologies propelling JYSK to the forefront of customer-centric innovation.

Artificial Intelligence 52

Artificial Intelligence Close the Loop Customer Experience Omnichannel 52

Execs In The Know

JANUARY 31, 2024

Artificial Intelligence (AI) has transcended the realms of buzzwords to become a linchpin in reshaping leadership and operational strategies across various sectors. Paul’s journey from skepticism to embracing AI exemplifies the transformative potential of this technology. Read the full article here.

AI 52

AI Artificial Intelligence Social Media CX 52

Customer Think

DECEMBER 27, 2023

Artificial Intelligence (AI) has become an essential tool for businesses to improve their customer experience. AI-powered tools can help businesses to better understand their customers and provide personalized, efficient, and effective customer service.

AI 59

AI Artificial Intelligence Customer Experience Customer Service 59

DMG Consulting

JUNE 3, 2024

The artificial intelligence (AI) revolution is upon us, getting more established and picking up momentum every passing day. Artificial intelligence is changing the business landscape and having a major impact on contact centers and all customer experience-related functions. Use AI-based contact center technologies.

AI 48

AI CX Artificial Intelligence Contact Center 48

Zendesk

JANUARY 25, 2024

An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. Thankfully, implementing AI technology with call center software makes delivering an exceptional customer experience easy.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

DMG Consulting

DECEMBER 4, 2023

At the same time, generative artificial intelligence (AI) captured the world’s attention, the cloud kept growing, technology improved, and companies made real efforts to enhance the customer experience (CX) and, to a lesser degree, the employee experience (EX). 2024 is going to be the year of AI and automation for the CX world.

AI 48

AI Customer Experience Artificial Intelligence Contact Center 48