Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Wednesday, July 24th Artificial Intelligence and Machine Learning. How to Use SA to Close more Sales featuring JLodge.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

DMG Consulting

JUNE 11, 2019

Three Pillars of AI for Contact Centers. This means that the solution must utilize at least one of three pillars of AI for the contact center: natural language understanding/generation/processing (NLU/NLG/NLP), machine learning and real-time analytics. Machine Learning. By Donna Fluss.

Contact Center 67

Contact Center AI Machine Learning Artificial Intelligence 67

Taylor Reach Group

SEPTEMBER 29, 2020

The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Learning Management System (LMS).

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

Taylor Reach Group

JULY 17, 2019

I’ve noticed my tolerance for robocalls has decreased in recent years and has now reached the point where I might disconnect a call early into the sales pitch or simply refuse to answer it at all. But there is no exaggeration when I declare robocalls are a nuisance that may very well destroy the future of virtual agents and digital messaging.

Contact Center 90

Contact Center Machine Learning Gaming Start-ups 90

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Contact Center 72

Contact Center Innovation Artificial Intelligence Machine Learning 72

Callminer

FEBRUARY 21, 2018

Keep reading to find out what our pros had to say about the biggest mistakes you could be making when it comes to comparing and purchasing call center monitoring software – and how to avoid them. Call centers can forget about the importance of implementing a system that integrates well with their current CRM solution. Stacy Caprio.

Contact Center 210

Contact Center CRM Technology Technology 210

Customer Service Life

APRIL 27, 2018

As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. The system then uses machine learning to understand the customer’s feedback to gauge both the sentiment and categorize it into meaningful buckets. This article was first published on the FCR blog on April 6, 2018.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Best Processes to Automate in Your Contact Center The rise of AI and machine learning has dramatically – and suddenly – increased the number of call-center processes that can benefit from automation.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Customer Service Life

FEBRUARY 4, 2019

If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already.

Contact Center 69

Contact Center Artificial Intelligence Text Analytics AI 69

Hodusoft

OCTOBER 17, 2024

” At HoduSoft, our HoduCC call and contact center software and omnichannel CX suite is powered by cutting-edge AI technology. By using our sophisticated call and contact center solutions, our customers have succeeded in taking their customer service to an altogether different level. It happens by design.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Fonolo

DECEMBER 12, 2018

By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. This trend is underpinned by vast improvements in natural-language processing, machine learning, and intent-matching capabilities. The Top Contact Center Trends to Watch in 2019.

CX 116

CX Artificial Intelligence Contact Center Machine Learning 116

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

Hodusoft

JUNE 27, 2024

Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software Do you know the top priority of today’s customers? In this blog, you will get to explore the importance of omnichannel strategies in enhancing CX and how contact center software can support omnichannel strategies in the BFSI sector.

Contact Center 59

Contact Center Omnichannel Customer Experience Social Media 59

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

JANUARY 7, 2022

IVAs: Using AI to Serve Customers and Contact Centers. They can also provide contact centers with context-aware guided support and relevant information for each individual customer interaction, for agent-assisted or escalated self-service interactions. IVAs may include visual representations—i.e.,

Contact Center 48

Contact Center AI Artificial Intelligence Machine Learning 48

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

CSAT.AI

FEBRUARY 27, 2019

The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. ( I have mine right here, in case I’m hit by a food craving ) The net, IoT, the cloud and AI have and will continue to disrupt contact center tech. That leads us to look upward.

Contact Center 52

Contact Center AI Sentiment Analysis Artificial Intelligence 52

Zendesk

SEPTEMBER 5, 2023

Whether you’re a business owner, customer service professional, or curious about the latest trends in customer support, join us as we delve into the potential and benefits of omnichannel contact centers. What is an omnichannel contact center?

Contact Center 52

Contact Center Omnichannel Social Media AI 52

Uniphore

AUGUST 31, 2021

Supervised learning is like purchasing a language book. For machine learning, AI also learns to mimic a specific task, thanks to fully labeled data. Each training set is human-marked with the answer AI should be getting, allowing the machine to compare new input with the labeled sets.

Artificial Intelligence 100

Artificial Intelligence Machine Learning Structured Data AI 100

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Differentiated and compelling capabilities driving growth.

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Learn more at www.dmgconsult.com. Using IA and CJA to Improve CX. Subscribe to the Free DMG Newsletter. First Name * Last Name Email Address *.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

DMG Consulting

MARCH 1, 2019

percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 However, a significantly larger increase was experienced in the contact center WFO segment. Contact center WFO revenue grew substantially, from $695 million in the first half of 2017 to $863.6

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator. banner_blog_1].

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Execs In The Know

AUGUST 27, 2024

Many tech firms have explicitly linked the layoffs to the proliferation of AI and machine learning throughout their businesses. AI has already impacted the demand for customer service and sales agents in contact centers, though it hasn’t eliminated the need for human interaction.

CX 105

CX AI Contact Center Machine Learning 105

Uniphore

JANUARY 25, 2022

Retailers everywhere reacted by pushing holiday sales earlier and doubling down on automated order updates. Conversational AI Expands Beyond the Contact Center. Lastly, machine learning (ML) enables AI-based systems to “learn” and improve from experience without being explicitly programmed.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Customer Service Life

MARCH 15, 2019

Do terms like NLP and Machine Learning mean anything to you? Machine Learning. The second important concept in this mix is Machine Learning. This is the process of training or conditioning machines to respond accurately. This doesn’t happen without NLP. Conclusions.

AI 64

AI Machine Learning CX Net Promoter Score 64

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector.

Contact Center 62

Contact Center Machine Learning Predictive Analytics Artificial Intelligence 62

Fonolo

MARCH 25, 2019

Most of the excitement is due to two major capabilities: 1) Machine learning, and. Who should attend: VPs & Directors of Contact Centers. As a thought leader, innovator, and the CEO of Fonolo, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.

Artificial Intelligence 70

Artificial Intelligence AI Contact Center Machine Learning 70

DMG Consulting

MAY 16, 2019

DA solutions have been implemented primarily in back-office operating environments to handle a variety of functions and have been used lightly in contact centers, but adoption has been disappointingly low. For contact centers, RPA and intelligent virtual assistants (IVAs) are going to reduce the need for low-end and low-value agents.

Contact Center 76

Contact Center Machine Learning Artificial Intelligence Technology 76

UJET

NOVEMBER 18, 2019

Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience. Similarly, contact center directors want to easily channel steer queries based on urgency and complexity. Agent Specialization.

Contact Center 78

Contact Center Machine Learning AI Omnichannel 78

DMG Consulting

JANUARY 17, 2019

In contact centers, they’re giving agents the information they need from knowledge bases, customer profiles, and other online sources to optimize and personalize each interaction. Outside of the contact center, IVAs are being leveraged to assist with benefits selection and administration, payroll support, and other HR issues.

Artificial Intelligence 66

Artificial Intelligence Machine Learning Contact Center Healthcare 66

Zendesk

OCTOBER 17, 2022

More manufacturers are using AI, machine learning (ML), and blockchain to automate workflows and increase efficiencies. Its award-winning software allows companies to streamline the process of communicating with their customers, resulting in a better customer experience (CX), improved sales, and reduced costs.

Manufacturing 98

Manufacturing AI Artificial Intelligence ML 98

CommBox

OCTOBER 18, 2023

By leveraging NLP (Natural Language Processing), NLU (Natural Language Understanding), and ML (Machine learning) technologies, conversational AI understands customer intents and provides relevant responses based on existing knowledge from its database. What will be the role of AI?

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Ameyo Callversations

SEPTEMBER 8, 2021

Understanding the differences between inbound and outbound call centers will help you determine the best option for your business. We have some facts to help understand why and how call centers play an essential role in customer engagement. At present, Call centers are the core part of customer service for organizations.

Social Media 93

Social Media Contact Center Sales Entertainment 93

DMG Consulting

JANUARY 4, 2019

DA solutions have been implemented primarily in back-office operating environments to handle a variety of functions and have been used lightly in contact centers, but adoption has been disappointingly low. For contact centers, RPA and intelligent virtual assistants (IVAs) are going to reduce the need for low-end and low-value agents.

Innovation 67

Innovation Contact Center Machine Learning Artificial Intelligence 67

Execs In The Know

OCTOBER 9, 2022

Are artificial intelligence (AI) and machine learning (ML) buzzwords or a practical reality for your contact center? Here are three ways we’ve seen organizations realizing real results with an AI-powered contact center. Capture customer sentiment and learn from it.

ML 59

ML AI Contact Center Customer Experience 59

UJET

DECEMBER 17, 2020

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. Imagine that a customer who is in a hurry calls into your contact center.

E-commerce 72

E-commerce Contact Center Machine Learning Artificial Intelligence 72