Artificial Intelligence-powered virtual agents present significant potential to improve the customer experience (CX) in the contact centre while reducing costs. Many companies are facing business challenges such as high customer expectations, limited automation options, difficulty in implementing and deploying new contact centre technologies, and agent attrition. Continue reading Using AI-powered Virtual Agents to Optimize the Customer Experience of Your Contact Centre
Category Archives: Market Research
55% of Retailers Plan to Utilize Artificial Intelligence to Improve Customer Service within Three Years
Retailers recognize the value of using artificial intelligence (AI) to enhance customer service, as 55% plan to leverage this technology within three years. According to the 2018 Customer Experience/Unified Commerce Survey, 7% of retailers are currently using AI as digital assistants and chatbots, and another 48% plan to implement this capability within three years. Continue reading 55% of Retailers Plan to Utilize Artificial Intelligence to Improve Customer Service within Three Years
Communications Chaos in the Workplace as Workers Increasingly Turn to Unsanctioned Comms Platforms
Organisations must listen to users’ concerns around corporate-approved communications platforms or risk their employees using unsanctioned tools, according to a new report from Maintel. Continue reading Communications Chaos in the Workplace as Workers Increasingly Turn to Unsanctioned Comms Platforms
A poor understanding of data is hampering efforts to drive a positive customer experience, says Claranet
In today’s digital world, data is a vital asset that gives organisations the ability to uncover valuable insights about customer behaviour, which ultimately provides businesses with a competitive edge. However, new research commissioned by managed services provider Claranet has revealed that UK businesses are struggling to capitalise on the vast amounts of customer data they collect. Continue reading A poor understanding of data is hampering efforts to drive a positive customer experience, says Claranet
New Freshworks Study Finds Majority of Firms Want to Replace Their SaaS CRM Systems
Freshworks, the leading provider of cloud-based customer engagement software announced a new Forrester Consulting study, Riding The Next Wave in SaaS CRM, that found a majority of businesses are frustrated with their current SaaS customer relationship management (CRM) software and currently making plans to replace these solutions. Continue reading New Freshworks Study Finds Majority of Firms Want to Replace Their SaaS CRM Systems
Call centre fraud increases 350 percent in 4 years
Pindrop, the pioneer in voice security and authentication announced in the global Pindrop Voice Intelligence Report 2018 that voice fraud has intensified and is on the up. Between 2016 and 2017, the overall rate of voice fraud increased by 47 percent, building on last year’s 113 percent increase. Over the last four years, the rate of voice fraud has climbed over 350 percent, showing no signs of slowing down. Continue reading Call centre fraud increases 350 percent in 4 years