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ServiceNow and Five9 are combining ServiceNow Customer Service Management and the Five9 platform, bringing real-time transcription, unified routing, and a consolidated agent workspace.
Posted November 13, 2024
AI is not ready to replace agents just yet, but it's advancements are making it more useful.
Posted October 21, 2024
A sectional approach to text analytics is one of the most important advances in the field in the past 10 years.
Posted September 30, 2024
Investing in technology to vet incoming calls can help mitigate account takeover attempts through the call center.
Posted August 19, 2024
A digital-first mentality is hurting modern customer service centers, requiring companies to revise their employee training with AI-powered right-skilling.
Posted August 14, 2024
Meaning brings generative AI voice harmonization to Five9 Agent Desktop.
Posted June 04, 2024
Companies need to do a better job of selling AI to contact center leaders and employees and customers.
Posted March 28, 2024
CallMiner has added AI Classifiers, Semantic Search, and CallMiner GPT.
Posted March 25, 2024
Here's a framework to get you started on your artificial intelligence journey.
Posted February 15, 2024
Five key changes to reframe the value equation of the contact center
Posted December 01, 2023
The phone channel still has a significant role in the age of digital service; here are three key reasons companies can't neglect calls when completing their digital transformations.
Posted July 18, 2023
NICE's CXone cloud contact center platform is found to be in alignment with the European Union's security, data protection, and compliance requirements.
Posted June 27, 2023
Businesses must provide their agents with all the tools possible to make their jobs as efficient as possible and improve satisfaction.
Posted January 30, 2023
Simplr EngageNow offers chatbot technology and real human customer support in one integrated, AI-enabled platform.
Posted November 09, 2022
SoundHound Intelligent Transcription generates text from speech, of course, but it also derives meaning from the audio. (Featured on SpeechTechMag.com.)
Posted October 20, 2022
Company cultures need to foster an environment where contact center agents feel a sense of pride and joy in what they do every day.
Posted September 01, 2022
Making improvements to knowledge distribution and engagement can have a significant impact on customer service operational efficiency and the employee experience.
Posted August 15, 2022
The best-in-class have three key elements as part of their mobile customer engagement programs.
Posted August 11, 2022
LivePerson Contact Center Conversation Mining turns omnichannel conversational analytics into intelligent action.
Posted July 25, 2022
Minimizing agent effort could be the key to improving agent and customer experiences. Here are a few simple, practical steps CX leaders can take to achieve this.
Posted June 28, 2022
When contact centers place a value on self-service and the data that customers provide, service becomes less of a cost center and more of a value-adder, NICE event speakers maintained.
Posted May 26, 2022
Here's why the customer service function is vital to keeping customers for retailers.
Posted May 24, 2022
As hybrid work environments seem here to stay, companies can take steps to keep agents engaged as parts of the organization.
Posted May 20, 2022
Tips to help you determine which channels your customers want to use for service requests.
Posted February 28, 2022
Introducing artificial intelligence into the customer service process can lead to greater customer satisfaction, higher staff retention, and accelerated business growth.
Posted February 22, 2022
NICE has added CXone to the Chrome Enterprise Recommended Program.
Posted February 04, 2022
A chief customer officer can keep all departments grounded in customer-centricity.
Posted December 20, 2021
LivePerson's acquisitions of VoiceBase and Tenfold will yield a unified, integrated voice and conversational AI system.
Posted October 27, 2021
A high percentage of customer service reps are exhausted and indifferent, but there are ways to address this.
Posted August 06, 2021
Companies were forced to the cloud by the COVID-19 pandemic, but will cloud migrations continue when things get back to normal?
Posted March 16, 2021
Customer data is far more valuable and not being used or accessed nearly enough.
Posted March 05, 2021
Bright Pattern has integrated its contact center solutions with Microsoft Teams, Dynamics, and Azure.
Posted February 16, 2021
Companies should invest in cloud technologies and more agent training to deal with the remote work model that will continue after the pandemic.
Posted February 16, 2021
CX leaders should prioritize listening to customers and making sure their team is responsive on social media and traditional channels.
Posted December 14, 2020
Contact centers need omnichannel, multiskill, feature-rich workforce management solutions to survive in the modern world.
Posted November 30, 2020
The combined solution uses artificial intelligence and speech and text analytics to score interactions on communication, compliance, and conduct.
Posted August 26, 2020
Illuminate leverages machine learning to extract insights, intelligence, and meaning from customer interactions.
Posted July 20, 2020
CSAT Pro measures customer satisfaction and provides actionable solutions in real time.
Posted May 04, 2020
Servion is now uniquely positioned to sell, install, and manage Cisco CX Cloud and On-Prem solutions in Canada.
Posted April 28, 2020
There's an abundance of digital customer interaction tools that can replace the in-person experience, but choosing the right one will take some effort.
Posted April 09, 2020
Artificial intelligence and chatbots are among the key trends set to dominate contact centers in the coming decade.
Posted March 09, 2020
There are many aspects to tapping into voice data's capability. Here are a few ways to unlock the value.
Posted January 20, 2020
The addition of Loxysoft's ProScheduler strengthens Serenova's portfolio of contact center solutions.
Posted November 18, 2019
Though interest continues to grow, opportunities for customer self-service still abound.
Posted October 25, 2019
Zoom integration through Talkdesk Enterprise Cloud Contact Center fosters seamless, cross-department collaboration.
Posted October 15, 2019
Hire from a team, not an individual perspective,
Posted August 27, 2019
Companies should make websites accessible and train agents to deal with disabled consumers.
Posted June 18, 2019
Valentine's Day reminds us to show appreciation for our customers all year.
Posted February 22, 2019
Online communities can have real benefits for companies, provided that they invest in the knowledge management that powers them.
Posted January 28, 2019
Omnichannel doesn't just mean being present on more than one channel and allowing users to interact however they want.
Posted January 02, 2019
Don't just thank customers during the holidays; that should be standard practice all year long.
Posted December 14, 2018
There are seven key categories of metrics that should be used to measure contact center performance.
Posted November 30, 2018
If chatbots are to become trusted assistants on the front lines of customer service, some of them will need to go back to school.
Posted November 15, 2018
Discourse.ai's System of Record for Customer Conversations is part of the Cognition platform for building intelligent assistants.
Posted September 13, 2018
Patterson sees customer service agents' roles far differently now as customers have gained more control of their interactions with companies.
Posted September 10, 2018
Do you have a traditional call center or an intelligent contact center?
Posted June 22, 2018
With age-diverse contact center teams, generational intelligence is an essential part of employee engagement.
Posted May 24, 2018
Customers are more likely to remember how you made them feel than what you said or did.
Posted April 06, 2018
To keep business booming, you'll need to effectively get the right information and service to customers.
Posted February 22, 2018
The optimal way to engage customers is in conversations that span device types and modalities.
Posted January 19, 2018
Service uses WebRTC to connect callers to the right contact center options or agents.
Posted January 02, 2018
Social customer care is a great tool to boost customer engagement and loyalty, but it's not an easy feat.
Posted October 31, 2017
WFO vendor revenue is down, but recording and analytics continue to be in demand.
Posted October 27, 2017
Artificial intelligence and textual data combined can provide the answer.
Posted September 05, 2017
The hype around artificial gives way to real-world use cases where bots and virtual assistants can help in customer service.
Posted August 25, 2017
Contact centers need to adjust their approach to technology, customer engagement, and employee motivation.
Posted July 05, 2017
Verizon Enterprise Solutions has launched Visual Interactive Calling, a tool that enables consumers to tap a button in an app and connect directly to a live agent. The technology is for banks, retailers, airlines, travel and hospitality firms, and any other type of business that provides live support.
Posted May 19, 2017
Controllers are more suited to today's call center needs, but empathizers get more of the jobs.
Posted March 24, 2017
Twitter has become a staple part of many companies' customer service strategies because it provided an easy route for getting in touch with businesses directly. With the introduction of chatbots and automated responses, however, companies run the risk of losing that level of authenticity. But now, Twitter is updating its direct messaging with Custom Profiles, enabling brands to differentiate automated responses from human responses during interactions with customers.
Posted February 24, 2017
Facebook, Twitter, and Instagram have all added new customer service features to their platforms, and businesses need to know how to use them.
Posted January 31, 2017
The key to successful customer experience and employee engagement programs now lies in uniting voice of the customer and voice of the employee programs.
Posted January 24, 2017
Your goal should be to turn customers into advocates, says the service guru and author in his new book, Kaleidoscope: Delivering Innovative Service That Sparkles.
Posted January 13, 2017
Consumers are hard-wired to hate down time, but poor digital experiences persist despite the scientific imperative.
Posted December 09, 2016
Using video in the contact center extends the sense of connection between customers and agents.
Posted November 11, 2016
Customer experience management company Medallia acquired customer feedback capturing technology Kampyle earlier this week and rolled it into Medallia Digital—a combined feedback management and data analytics solution. Together, the two solutions will deliver more omnichannel insight into the customer experience because it will take both offline and online data into account.
Posted October 21, 2016
Start testing contact center systems now so that they're ready when the real call volume begins.
Posted October 18, 2016
3CLogic's cloud communications as a service offers clients superior consumer data protection with PCI-DSS compliant platform.
Posted September 15, 2016
Context is just as important as content when keeping track of what customers have to say on social media.
Posted September 13, 2016
ice Contact Center is certified for use with Microsoft's Skype for Business Server 2015.
Posted August 16, 2016
ContactWorld enhancements include new user interfaces, greater personalization, and performance, efficiency, and infrastructure upgrades.
Posted June 30, 2016
An information balance of zero constitutes a state where neither the business nor the customer has a need to reach out to each other.
Posted May 17, 2016
Verint's Workforce Optimization completes interoperability testing with EMC's Elastic Cloud Storage.
Posted April 22, 2016
Businesses and other organizations are increasingly upgrading their IVRs to conversational solutions to meet growing consumer demand for self-service options.
Posted April 19, 2016
Engaging customer service employees requires a clear vision that is communicated to everyone.
Posted April 15, 2016
After relying on email customer support for six years, Uber is ditching the channel in favor of in-app self-service. As the company expands globally, email is proving to be an unsustainable support route, especially in countries such as India where email is not widely available. The redesigned help function within the app will now replace email and will tackle the most common questions and concerns that riders and drivers have, including giving riders easy access to passenger ratings.
Posted April 08, 2016
Patents cover customer and business communications system innovations.
Posted April 05, 2016
In this do-it-yourself-world, make it easy for customers to find the information they want or need on their own with FAQs.
Posted April 05, 2016
Medallia Text Analytics uses machine learning to extract meaning from customer feedback.
Posted March 16, 2016
Metrics are the lifeblood of every contact center's performance, yet many of them aren't measuring the right performance indicators, the ICMI determined in a recent study. The findings, announced at the ICMI Contact Center Conference earlier this week, revealed that as contact centers evolve to be increasingly multichannel hubs, companies are struggling to maintain consistency across channels and customer touch points.
Posted October 23, 2015
The new app promises to boost efficiency for customer service reps.
Posted July 17, 2015
Though interactions will now be more quick and seamless, there are some caveats.
Posted May 15, 2015
In the second wave of major updates this year, Microsoft furthers its integration of Parature products.
Posted May 01, 2015
Thanks to data, design, and smart apps, this will be a defining year for digital customer engagement.
Posted December 19, 2014
Here's how to get customers to complete their purchases in-store.
Posted December 02, 2014
Cold software combined with warm bodies equals happy customer care.
Posted October 14, 2014
Powered by Voci, Clarabridge extends voice of the customer capabilities.
Posted September 03, 2014
Platform unbundles social and marketing data from SaaS applications.
Posted July 23, 2014
With this overview, find out how speech analytics can help call centers and companies improve services, reduce costs, and grow revenue by turning big data into actionable intelligence.
Posted July 11, 2014
Are you wearing blinders when it comes to your company's contact center? These call center mistakes can dent your bottom line but the right adjustments, agents, managers and technology can contribute to a happy return.
Posted April 30, 2014
Improve your lead conversion rates as well as your customers' experiences.
Posted April 15, 2014
Employees can be among the most valuable and powerful investments managers can make. Are you doing all you can to engage them?
Posted March 05, 2014
The partner channel is as important as the direct channel. Here's why you should apply the same approaches to building mutually beneficial relationships with partner experience management.
Posted January 16, 2014
The deal expands Verint's cross-selling opportunities within the customer service market.
Posted January 06, 2014
Enterprise Suite 9.0 provides automatic language detection and sentiment analysis.
Posted November 19, 2013
Company also releases survey that finds that some consumers would rather go to the dentist than speak with a customer service agent.
Posted October 29, 2013
Deeper HP IDOL integration and two new modules help maximize contact center productivity while lowering costs.
Posted October 21, 2013
Survey respondents score themselves poorly.
Posted March 26, 2013
An average of only 30 percent of customers globally report having positive customer experiences with their insurers. As a result, insurers look to mobile and social media to strengthen customer experiences.
Posted March 18, 2013