Smart Customer Service White Papers
TransUnion®
Trends and strategies for protecting organizations and consumers.
Organizations potentially face substantial revenue losses and increased operational costs due to fraud. With significant levels of exposed consumer identities available to criminals, organizations need to shift their threat postures to assume consumer information is compromised. Those that build consumer trust by enhancing their omnichannel experiences with friction-right fraud detection and prevention capabilities stand to win.
In the H2 2024 Update: State of Omnichannel Fraud Report, TransUnion provides insight to those responsible for preventing fraud and securing customer experiences to deliver better business outcomes. Omnichannel fraud trends in the first half of 2024 highlighted in the report include:
Cost of fraud posed significant financial risk to organizations
- 6.5% of equivalent revenue, on average, lost due to fraud — representing USD 359 billion of fraud loss in the past year among 801 business leaders surveyed in Canada, India, the US and UK
- 75% of business leaders indicated fraud increased or stayed the same in the past year
Fraud concern remained high for consumers and businesses
- 5.2% of all global digital transactions were suspected Digital Fraud in H1 2024
New account creation posed highest fraud risk
- 6.5% of all global digital account openings were suspected Digital Fraud; this was the highest risk stage in the customer journey
- $3.2 billion (USD) in lender exposure to suspected synthetic identities for US auto loans, credit cards, retail credit cards and personal loans at the end of June 2024 (highest level ever); the percentage of synthetic identities among accounts opened in H1 2024 is also the highest ever.
NICE
Will AI bots replace contact center agents anytime soon?
AI is miles away from truly replicating human intelligence. But that doesn’t mean it can’t bring a wealth of benefits to your contact center. AI is more like augmented intelligence instead of artificial intelligence. It enhances your contact center agents in order to optimize the work they do—without taking over their jobs.
NICE CXone WFM offers several capabilities that leverage AI. Jump into our eBook “Nothing Artificial About It” to see how AI can take out the guesswork for managers to create smoother contact center operations.
See how AI can optimize your contact center:
- Accurate forecasting of workloads for voice and digital interactions
- Optimized scheduling of employees for the just right number of agents
- Configuring schedules according to complex rules and skills
Multiply your effort with AI enhancement.
Get the eBook.
NICE
Is your WFM forecasting method phoning it in?
Traditional WFM methods of forecasting and scheduling are based on outdated paradigms from phone calls. Our new reality is digital, and your WFM solution should take into account asynchronous, periodic interactions. True to Interval (TTI) analytics reports on interaction activity as it happens, not just when it ends, for clearer forecasting of workloads in your contact center.
Read more about advances from True to Interval analytics:
- Forecasts, staff requirements, and schedules are based on historical patterns of interval-specific work activity
- Handling time reported to the interval work occurs, not when it was completed
- Work items are processed by multiple employees
- Concurrency happens at the channel and employee level
Read the eBook.
NICE
What can you learn from a billion customer interactions? Plenty.
Exceeding customer expectations is critical in today’s competitive market. But what's the real impact of exceptional CX on your bottom line? NICE's groundbreaking research provides answers from the analysis of billions of interactions, along with more CX insights you won’t find anywhere else.
The State of CX report reveals a compelling link: businesses with the highest customer sentiment scores outperform peers in stock returns—learn by how much in the research. An investment in CX isn't just about satisfaction—it's about driving shareholder value. As the only vendor with purpose-built AI for CX, NICE leverages three decades of expertise and a billion interactions to extract actionable insights that fuel business growth.
See one-of-a-kind insights:
• The power of customer sentiment in driving overall brand value
• How agent soft skills significantly increase sentiment
• Customer sentiment soars when companies adopt a unified CX AI platform
Download now and leverage CX insights for your business gain.
NICE
Get essential insights into what’s next for business CX and AI in 2025
In the current business landscape, prioritizing CX is essential for success. Those who take strategic steps to embrace the power of cloud, digital, and AI technologies will launch themselves to the forefront of delivering exceptional customer experiences.
So what’s next for your business when it comes to CX and AI?
This eBook explores the top 10 CX and AI trends for 2025, including:
- The true impact CX and AI have on business success
- How predictive analytics help anticipate needs and resolve issues faster
- What technology to implement to establish governance of content
- Why a digital-first approach is essential, but how to keep the human touch
Secure your CX planning priorities for ultimate success in 2025.
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
The next generation of customer service automation has arrived.
Unlock the power of CXone Mpower to revolutionize your customer service. Learn how to streamline workflows, supercharge agents with real-time AI insights, and unify data for smarter, more personalized interactions. Discover actionable strategies to enhance every customer touchpoint all on one platform.
In this guide, you’ll explore:
- How to design and optimize customer service workflows across all touchpoints
- Ways to enhance agent productivity using real-time AI-driven support
- The benefits of integrating all customer data to deliver personalized experiences
Learn what it takes to orchestrate the future of customer service.
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