Smart Customer Service White Papers
RingCentral
New report: How AI is reshaping contact centers
51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout.
Ready to learn more about how AI is transforming the contact center landscape?
Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
RingCentral
A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
RingCentral
Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this ebook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
RingCentral
Faster response times mean happier customers
Are your customers on hold too long?
Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it.
Our latest report reveals how companies are are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
How AI can make your contact center smarter and more efficient to satisfy customers (RingCentral)
AI has become a sophisticated tool to enhance both agent and customer experiences. Learn the top ways that AI is transforming how businesses deliver customer service in our new ebook.
RingCentral
Learn simple and smart ways to improve customer hold times
Being put on hold has become the norm in today’s business environment. To avoid it becoming a frustrating experience for your customers, there are numerous ways to address this issue. Our new eBook tackles this subject with smart solutions that can be instantly integrated into your contact center. Download it today!
RingCentral
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Dive deep into the world of customer service and CX, and discover key insights and trends shaping the industry today.
A practical guide for CX leaders
A New Report from Language I/O
How can you join the AI movement and build future-ready and highly secure AI-led CX solutions — without losing customer trust? In this guide, we’ll share our secrets and learnings with you, including insights into
- Evolving consumer expectations from brands when it comes to AI security and ethics
- Integrating AI into your business flows while ensuring maximum security and making security an organization-wide priority
- Building an AI governance plan for collaborating with other leaders and third-party vendors
- Balancing customer experience and data security with innovative and secure AI solutions
NICE
What is the measurable impact for organizations that meet consumers’ high standards—and how do they compare to the competition? The data is in, and NICE has insights to bring your CX to the next level.
Drawing from over three decades of expertise and more than a billion interactions, our cutting-edge data analysis extracts actionable insights to help you reach your business goals. Get our infographic to get the quick read on the 5 major CX insights that you won’t find anywhere else.
See what makes CX leaders stand out:
• Maximizing potential of every agent
• Focusing on agent soft skills
• Optimizing the time in every customer interaction
Get CX insights for your business strategy. Get the infographic.
NICE
You deserve a truly proactive AI agent
Meet the AI agent that anticipates and acts—CXone Mpower Proactive AI Agent is designed to streamline your customer experience by automating complex tasks and predicting customer needs. Discover how companies are achieving over 90% containment rates, reducing operational costs, and enhancing satisfaction. Dive into the eBook to see how you can transform your CX strategy.
UJET
The 2024 AI Maturity Benchmark Report reveals that many organizations are missing out on the transformative benefits AI can offer. To understand what separates leaders from laggards, UJET is introducing a new AI Maturity Benchmark. It evaluates the adoption and implementation of AI across the contact center and its impact on key organizational metrics. Ultimately, those who display high maturity are reaping more benefits such as increased positive interactions with customers, boosted agent productivity, and improvement in key contact center KPIs.
Key Insights:
- 75% of contact centers prioritize AI investments, yet most deployments remain low maturity
- Companies with mature AI strategies see a 68% increase in upsell and cross-sell rates
- AI isn't replacing agents - 98% of leaders believe it will upskill them
- Only 10% of contact centers have achieved high AI maturity. Is yours one of them?
Get your copy today!
UJET
Transform & Futureproof Your Contact Center.
UJET's unified, AI-powered Contact Center as a Service (CCaaS) & Workforce Management Management (WFM) platform empowers organizations of any size to deliver exceptional customer experiences and transform contact center operations through AI-powered automation, intelligence, and omnichannel orchestration.
UJET
What if you could reduce your Contact Center costs significantly without sacrificing performance or customer experience? Our new report, AI for Contact Center Cost Reduction, reveals how AI can help you:
- Slash telephony costs: Boost first-contact resolution rates, proactively engage customers, and automate key processes.
- Optimize live digital interactions: Handle more inquiries with fewer agents.
- Empower self-service: Deploy AI-powered chatbots and voicebots to resolve common issues instantly.
- Reduce agent attrition: Improve agent satisfaction and decrease turnover.
UJET
The Aragon Research Globe for Intelligent Contact Centers (ICCs) evaluates the trends in the market and identifies key providers that are making a difference in ICCs. For the second consecutive year, UJET is recognized for AI-Driven contact center solutions, Virtual Agent and Agent Assist tools, robust CRM integrations, versatile solutions for businesses of all sizes, modern architecture with mobile capabilities, and a strategic partnership with Google.
Key Report Insights Include:
- Virtual agents are essential for effective support.
- Organizations should evaluate ICC providers and virtual agents for seamless support experiences.
- AI-driven training for employees and partners is crucial.
- Demand for automated knowledge via virtual agents is rising!
- With a focus on Generative AI to power virtual agents, the time is now to transform the contact center!
NICE
Analyst-backed Strategies: Drive business growth with game-changing CX AI insights
"Did you know that research firm Metrigy says over 90% of organizations are using AI for customer and employee interactions or planning to by 2025?
Discover why and drive business growth with that and other innovative advice insights from industry visionaries. Read NICE’s “10 CX AI Insights for Executive Decision-Makers.”
Unlock the power of CX by:
- Transforming your CX strategy into a cutting-edge competitive advantage
- Exceeding customer expectations by harnessing the power of CX AI
- Deliver intelligent, personalized experiences with AI purpose-built for CX
- Leveraging a CX roadmap that connects across your entire enterprise
Read the guide to be ready for 2025—and beyond.
NICE
Making the Case for CX Copilots
“Contact center providers who have no plan for Copilots should be re-evaluated. Enterprises that effectively deploy Copilots will have a CX advantage.” Jim Lundy, President of Aragon Research
The convergence of conversational and generative AI technologies is giving birth to the rise of CX Copilots. This amazing new tool will revolutionize the way that consumers interact with business, and Aragon Research has the insights to help you take the right first steps.
Learn how:
- Copilots revolutionize contact centers with real-time guidance for agents and performance insights for supervisors.
- Copilots automate tasks, offer instant knowledge, and speed up issue resolution, enhancing operational efficiency.
- Copilots tailor solutions to industry needs from banking to healthcare, ensuring versatile applications across sectors.
- Copilots create a competitive advantage, guiding enterprises to optimize customer experiences effectively.
Unpack this exciting new tech with Aragon Research.
NICE
Convert your contact center into a data-driven, revenue powerhouse with the power of AI
Did you know that best-in-class AI users are earning a 50% greater YoY growth in customer satisfaction rates and a 3.4X greater YoY growth in annual revenue?
Unleash the power of AI in your contact center by maximizing ROI and transforming operational efficiency. Read Aberdeen’s survey report, “AI in CX: A Practical Guide to Derive Value in the Contact Center (and Beyond).”
The guide reveals how to realize true AI-powered CX results by:
· Optimizing CX outcomes by driving more tailored intelligent customer interactions
· Unlocking the full potential of AI by using it strategically and holistically
· Earning more loyal customers with increased first contact resolution rates
· Increasing agent productivity with automation and other AI-enhanced tools
· Reducing contact center operating costs by shifting to digital self-service
Discover the impact AI will have on your business.
LanguageIO
This Language I/O video features the real business benefits of AI-powered real-time translation, how to integrate a translation solution directly into your CRM, and what some key features are of such an implementation.
For the purpose of this video, we’re using Salesforce as the CRM. You can also accomplish the same things with other CRMs with Language I/O’s integrations and API.
You’ll learn:
- The importance of a secure and accurate AI translation solution for global businesses
- The impact of an AI-powered real-time translation integrated seamlessly into support
- Why accuracy and security are critical for the success of multilingual support and how to achieve them
- How to expand to new markets and support new customer bases while reducing costs
Optimizing agent efficiency and occupancy with an effective AI-powered integration