Calabrio

MARCH 10, 2025

Cloud-Based Omnichannel Communications Tool Categories: Communications and interaction, agent empowerment and performance In today’s fast-paced and digitized world, delivering seamless communication over an array of channels is non-negotiable. Top Providers: Qualtrics, SurveyMonkey, Medallia 13.

Call Center 52

Call Center 2025 Contact Center Virtual Agent 52

Interactions

JANUARY 21, 2025

Heres how an Intelligent Virtual Agent (IVA) that blends technology with the human touch can deliver the personalized, caring support your customers crave when the next crisis hits. A modern approach to customer communications can help you transform crisis into connection, building customer trust and enhancing satisfaction.

Connections 62

Connections Poor Customer Service 2009 Virtual Agent 62

UJET

MARCH 22, 2021

We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. For well over a decade, the contact center industry has been putting an overwhelming amount of emphasis on the promise of Omnichannel, which is all about lessening the pain of consumers switching channels.

Virtual Agent 82

Virtual Agent Contact Center Multi-Channel Omnichannel 82

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.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

Calabrio

MARCH 11, 2025

Unlock integrated, omnichannel CX intelligence Making the jump to a modern, data-driven contact quality assurance process is critical to keeping up withand even ahead of the curve onchanging customer expectations. You need to see the whole, omnichannel picture: voice, chat, email, socialthe works. But even thats not the full story.

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

Advantage Communications

AUGUST 14, 2019

In this blog we often talk about the innovative omnichannel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy.

Omnichannel 45

Omnichannel Virtual Agent Customer Service Contact Center 45

Bold360

SEPTEMBER 15, 2020

The strongest, most well-rounded omnichannel customer engagement strategies employ both live chat and chatbot integration to deliver a better, more scalable and 24/7 customer experience (CX) across channels, as well as a better employee experience (EX). The customer types a question into the chat window and receives an appropriate response.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

CSM Magazine

DECEMBER 17, 2019

An interaction might start with a basic chatbot, switch to an AI-powered virtual agent that understands context better and finally escalate to a voice call with a contact centre agent. Investments in omnichannel CX will take off.

Banking 85

Banking 2020 Customer Experience Virtual Agent 85

CSM Magazine

FEBRUARY 28, 2020

The integration of Spitch’s voice technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents brings an industry-leading voicebot offering to the market. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 59

Virtual Agent Multi-Channel 2019 Banking 59

UJET

SEPTEMBER 15, 2020

Contact Centers Need to Move Beyond Omnichannel as the Basis for Customer Journeys. Another myth perpetuated by the previous generation of contact center vendors is the importance of omnichannel to mapping and improving the customer journey.

Customer Experience 78

Customer Experience Contact Center Omnichannel Virtual Agent 78

Upstream Works

JANUARY 18, 2022

Rob leads the strategic vision and operations of the company with a continued focus on omnichannel innovation and a passion for exceeding partner and customer expectations. Artificial intelligence is still an important initiative, but efforts should be focused primarily on augmenting the agent’s capabilities.

Contact Center 78

Contact Center Virtual Agent Omnichannel Measurement 78

ShepHyken

DECEMBER 8, 2017

In the era of omnichannel communication, where we have an array of channels – social media, email, messaging, voice call, companies need to identify the channels their buyer persona is most comfortable with and most responsive to. Contact Customers on their Preferred Channel. A good CRM tool can also be put in place.

Contact Center 45

Contact Center Customer Engagement Blog Engagement 45

UJET

JUNE 25, 2021

Omnichannel call center solutions have promised for years to reduce the inefficiency and frustration that occurs when your customers switch between channels in their attempts to resolve an issue. Public switched telephone network (PSTN)caller wait time dropped to less than one minute , and PSTN call abandonment fell a solid 8%.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

Lumoa

JUNE 23, 2021

These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots. Omnichannel Communication While omnichannel communication has been around for a while, it only caught on in the decade gone by, thanks to a proliferation of handheld devices.

Contact Center 78

Contact Center Omnichannel Social Media 2008 78

CSM Magazine

FEBRUARY 28, 2020

The integration of Spitch’s voice technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents brings an industry-leading voicebot offering to the market. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 52

Virtual Agent Multi-Channel 2019 Banking 52

Interactions

MAY 28, 2020

The debate about multi-channel, cross-channel, and omnichannel is that of the past. Are you ready for AI or Virtual Agents? This pandemic is pushing brands to think about customer service beyond the channel. Being frugal and prudent is the key to survival and success in this economy. Where can you automate?

Multi-Channel 83

Multi-Channel Customer Journey Mapping Virtual Agent Customer Service Strategies 83

Inbenta

APRIL 14, 2020

A virtual agent makes it possible to find, via a simple conversation, a multitude of information in an instantaneous way. If your target’s customer journey is made up of several contact points, it is essential to be present everywhere and the omnichannel chatbot is a great way to achieve this, but what is it exactly?

Customer Journey 59

Customer Journey Virtual Agent E Commerce Omnichannel 59

Interactions

SEPTEMBER 30, 2021

Healthcare organizations can achieve this by utilizing Conversational AI and leveraging an omnichannel strategy. Or you had to repeat your reason for calling to multiple different agents? Improve Agent Productivity & Engagement. How can Conversational AI improve patient engagement?

Healthcare 62

Healthcare Virtual Agent Omnichannel Customer Service Representative 62

Playvox

JANUARY 13, 2022

This trend is being driven by the proliferation of digital channels and consumer demands for seamless omnichannel experiences. A modern, integrated platform also allows organizations to better orchestrate increasingly complex customer journeys and support emerging channels such as face-to-face video communications and virtual reality.

Contact Center 79

Contact Center 2022 Omnichannel Employee Experience 79

Interactions

JULY 29, 2020

Virtual agents can support an omnichannel approach to customer service. Digital Transformation for Utilities. Digital channels such as mobile, online, and social media offer much promise in how utilities support and interact with ratepayers.

Contact Center 71

Contact Center Virtual Agent Call Center Events 71

CSM Magazine

NOVEMBER 3, 2022

Despite a minority (28%) of customer experience leaders deploying virtual agents, they recognize the benefits of this human-centric approach to the contact center experience. These leaders report looking to virtual agents to not only improve their business outcomes but to create a more emotional connection with customers.

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

UJET

SEPTEMBER 15, 2020

Contact Centers Need to Move Beyond Omnichannel as the Basis for Customer Journeys. Another myth perpetuated by the previous generation of contact center vendors is the importance of omnichannel to mapping and improving the customer journey.

Customer Experience 56

Customer Experience Contact Center Omnichannel Virtual Agent 56

Comm100

DECEMBER 16, 2024

Heres a quick breakdown of how key AI-driven features are revolutionizing customer support processes: Feature How It Works Impact on Customer Service AI chatbots AI-powered virtual agents go beyond basic chat interfaces. They want to provide omnichannel support to their customers without sacrificing on service quality.

Customer Service 52

Customer Service 2025 Demo Social Media 52

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Access this webinar: From Brick & Mortar to Digital Superhero: DSW’s Journey to AI-Powered Virtual Agents.

Virtual Agent 55

Virtual Agent Customer Experience Average Handle Time Omnichannel 55

Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Omnichannel management creates opportunity. Predict the buying behaviors and preferences of your customers. Team Member Skills Highlight: Scott Witte. Team Member Skills Highlight: Anthony Vargas.

Customer Experience 65

Customer Experience Call Center Contact Center 2018 65

CSM Magazine

JUNE 12, 2020

While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

Think Customers

OCTOBER 4, 2021

In most cases it’s an artificially intelligent virtual agent that greets users in the corner of the screen with the option to continue the conversation with the AI or transfer to an agent. Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

CSM Magazine

JUNE 16, 2023

Omnichannel AI customer support as the new norm AI enables seamless omnichannel integration (via in-app messages, push notifications, emails, etc.). IBM Watson Assistant IBM Watson Assistant is an advanced platform designed to deliver unparalleled virtual agent experiences.

Customer Service 52

Customer Service Virtual Agent Omnichannel Multi-Channel 52

CSM Magazine

MARCH 15, 2024

The platform brings together omnichannel interactions, AI-infused experiences, sophisticated workforce optimisation tools, and actionable analytics in a single pane of glass. We can assemble customised solutions with the exact capabilities each customer needs — no more, no less. For existing Avaya customers, the path is even clearer.

Customer Experience 52

Customer Experience Virtual Agent Omnichannel Insurance 52

Kustomer

FEBRUARY 6, 2024

Enterprise Enterprise help desk software has extensive customization options that align with specific workflows and processes of the organization, with advanced analytics, omnichannel support, and extensive integrations. Offers omnichannel support, which includes social media, messaging, email, and more, for comprehensive customer engagement.

2024 91

2024 Multi-Channel Omnichannel E-support 91

Comm100

AUGUST 17, 2022

And if it’s not, for whatever reason, the customer is struggling, has a problem, they need to be able to seamlessly connect to a live agent. And that is you believe very strongly in omnichannel, which means across the board, I want to have an experience regardless of whatever channel I’m reaching out on.

Airlines 72

Airlines Virtual Agent Omnichannel 2010 72

NICE inContact

MARCH 28, 2018

Productivity can come from several aspects like unified desktop, CRM integrations getting all customer data in a single application, seamless, omnichannel session handling, easy transfers to other agents, integration with workforce optimization, learning tools and many more. It turns out it is as much a customer experience metric.

Metrics 48

Metrics Customer Experience Contact Center Average Handle Time 48

Magellan Solutions

JULY 29, 2021

Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads. By pre-qualifying leads with call center AI, you increase the number of conversations for your live agents. Intelligent virtual agents work to increase contact rates.

Call Center 52

Call Center Social Media Contact Center Omnichannel 52

Interactions

JANUARY 14, 2021

Questions are answered in real-time whether by a human agent or a virtual agent. A big theme in the past decade has been multi-channel and omnichannel strategies. A synchronous channel is where the customer and the brand communicate in real-time. Think of a phone conversation or a live chat conversation.

Multi-Channel 62

Multi-Channel Virtual Agent Customer Journey Omnichannel 62

InteractionMetrics

MARCH 20, 2025

Todays rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer nice-to-have in your customer data platformtheyre essential features that any software worth its salt will include. NICE CXone uses Enlighten AI to automate routine tasks, predict customer needs, and give agents real-time guidance to agents.

2025 52

2025 Multi-Channel Contact Center Social Media 52

Forrester's Customer Insights

DECEMBER 2, 2020

Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.

Insights 37

Insights Omnichannel Technology Virtual Agent 37