CIO Business Intelligence

JUNE 21, 2022

In a bid to help enterprises offer better customer service and experience , Amazon Web Services (AWS) has added a new case management feature, dubbed Amazon Cases, to its Amazon Connect cloud-based contact center service. AWS faces major competition in contact center market. Lack of clarity in product placement.

Management 109

Management Machine Learning Interactive Marketing 109

CIO Business Intelligence

JANUARY 11, 2023

As its business diversified, including its own acquisition by Hornblower Group in early 2022, Journey Beyond inherited a range of disparate technology systems, including six different phone systems and an outdated contact center that was only servicing Journey Beyond’s rail journeys.

IT 114

IT Cost-Benefit Consulting Data Processing 114

CDW Research Hub

FEBRUARY 15, 2021

Cloud-based contact center solutions are one of the most effective ways to scale up contact center capacity during the COVID-19 vaccine rollout. How can cloud-based contact centers be used? This option can have the greatest impact on the reduction of calls landing in contact center agents’ queues.

Cost-Benefit 90

Cost-Benefit Interactive Reporting Management 90

CIO Business Intelligence

AUGUST 8, 2022

The contact center has traditionally operated through on-premises servers and software, but shifting it to the cloud can help CIOs improve the customer journey. However, there are potential challenges around moving contact center services, especially if the business has spent years cultivating good relationships with its customers.

Cost-Benefit 98

Cost-Benefit Optimization Data Processing Software 98

CIO Business Intelligence

MAY 10, 2022

Efficient, effective, and low-risk contact center technology. Many of these AI-powered systems now integrate with cloud-based contact center-as-a-service (CCaaS) offerings, giving enterprises a more powerful option than on-premises software such as Interactive Voice Response (IVR) and other call center tools.

Insurance 98

Insurance Interactive Enterprise Machine Learning 98

Smart Data Collective

AUGUST 24, 2022

Were you aware that the contact center software segment was worth $26.93 Businesses that understand the importance of providing the best customer service possible to the consumers who support them are increasingly turning to contact center solutions. It’s not about spying on your contact center agents.

Software 76

Software Statistics Forecasting Reporting 76

bridgei2i

DECEMBER 16, 2021

Case study: AI-Powered CX Transformation for a Global Contact Center Solutions Provider. The client is a global leader in contact center and BPO solutions with a strong presence in over 146 onshore, nearshore, and offshore centers, serving 70 countries across the world. Business Context. Download the case study!

Enterprise 52

Enterprise Strategy Analytics IT 52

Rocket-Powered Data Science

AUGUST 22, 2021

Other data sources include purchase patterns, online reviews, online shopping behavior analytics, and call center analytics. AI can be considered as Accelerated, Actionable, Amplified, Assisted, Augmented, even Awesome Intelligence, both for the customer and for the call center staff.

Data-driven 277

Data-driven Interactive Behavioral Analytics Machine Learning 277

CIO Business Intelligence

APRIL 3, 2023

The current state of the contact center agent is clear, but for those unaware or overlooking this opportunity for improvement: agent attrition rates currently hover around 40% , the cost of replacing just one agent is between $10k-$20k , and 97% of agents are sometimes or almost always burned out.

Statistics 126

Statistics Interactive Optimization Management 126

Rocket-Powered Data Science

JANUARY 21, 2024

One of his responsibilities was to contact certain high-ranking officers and communicate with them about the situation (in this case, the simulated emergency). He told me that, in one case, he was able to make contact by phone with one of those top officers within 20 seconds of the start of the drill.

IT 183

IT Broadcasting Recreation/Entertainment Technology 183

CIO Business Intelligence

OCTOBER 21, 2022

The contact center market is growing at a rapid pace. As the key business hub for sales and service, contact centers have long served an important role for customer experience (CX). Today’s contact center agents handle 7.2 Why the sudden aggressive shift away from legacy brick-and-mortar contact centers?

Cost-Benefit 95

Cost-Benefit Testing Metrics Marketing 95

Rocket-Powered Data Science

SEPTEMBER 2, 2021

I saw how the “art of the possible” in CX (Customer Experience) and EX (Employee Experience) in the Contact Center is already being realized and is being taken to new realms of possibility through AI and Cloud empowerments. If that’s what you or your business does, then you should investigate these “Voice of the Customer” results.

Data-driven 130

Data-driven Testing Optimization Analytics 130

CIO Business Intelligence

APRIL 25, 2024

The new AI scoring capabilities within Oracle Unity CDP enable enterprises to grow account-based revenue and generate more B2B deals by helping identify the right contacts at target accounts and improving opportunity qualification,” the company said.

B2B 56

B2B IT Sales Marketing 56

CIO Business Intelligence

NOVEMBER 20, 2023

But generative AI has the potential to alleviate this pain by providing a digital assistant—increasingly called “AI copilots”—for human call center workers, says Maeve Condell, customer success lead for Ultimate, an AI-powered virtual agent platform. “As This is absolutely a low-risk, high-reward use case,” says Condell.

Interactive 126

Interactive Risk ROI Testing 126

CIO Business Intelligence

JANUARY 12, 2024

Before the rise in hybrid working, these experiences were split: there was the office-based employee experience and the (usually) contact-center-based customer experience. But although customers would connect with employees through contact centers, contact center agents were not always seen as office employees.

Technology 107

Technology Strategy Interactive Reporting 107

CIO Business Intelligence

NOVEMBER 29, 2022

In a bid to help enterprises offer better customer service and experience , Amazon Web Services (AWS) on Tuesday, at its annual re:Invent conference, said that it was adding new machine learning capabilities to its cloud-based contact center service, Amazon Connect. c (Sydney), and Europe (London) Regions.

Machine Learning 107

Machine Learning Forecasting Recreation/Entertainment Metrics 107

CIO Business Intelligence

MAY 17, 2022

The decision to transform Ciena’s support system has meant letting go of its call center partner and instead shifting its operations to Amazon Connect, a cloud contact center service offered by AWS, which is also used by Priceline, CI Financial, Traeger Grill, and Ring. Cloud contact centers on the rise.

Cost-Benefit 98

Cost-Benefit Interactive Machine Learning Digital Transformation 98

CIO Business Intelligence

MARCH 15, 2022

They applied the capabilities of Avaya OneCloud CCaaS for their contact center operations, both internally and for their outsourced employees, and combined that with Avaya’s UCaaS collaboration solution, Avaya Cloud Office. We couldn’t settle when it came to the contact center.

Insurance 122

Insurance Data-driven Enterprise Technology 122

CIO Business Intelligence

NOVEMBER 4, 2022

Contact centers don’t look like they did 10 years ago. In 2022, 80% of contact centers planned to expand their workforces, with half of those expecting to create entirely new roles. Most contact center leaders would agree that investing in new technology can help contact centers maximize growth and drive future success.

Technology 103

Technology Insurance Interactive Testing 103

CIO Business Intelligence

NOVEMBER 29, 2022

Then they’ll call: about shipping delays, return policies, order details, discount codes, you name it – on top of all the other inquiries your contact center normally handles. Consider customer authentication: you must verify the identity of each person who contacts your organization, right? Happy managing! IT Leadership

Management 98

Management Optimization Strategy Marketing 98

CIO Business Intelligence

JANUARY 22, 2024

™, to help solve the payer’s contact center issues. Outside of transforming the contact center experience, EXL is now working to deploy generative AI to create in-context clinical summarization, which has the capability to significantly boost registered nurse productivity within utilization management workflows.

Cost-Benefit 103

Cost-Benefit Digital Transformation Data-driven Interactive 103

CIO Business Intelligence

JUNE 12, 2023

Chatbots and IVRs are contact center staples, but most still provide automated service for basic, repeatable tasks. The aforementioned IBM report leaves no stone left unturned: Proven cost savings: 99% of organizations polled by IBM reported a reduction in cost per contact as a result of using VA technology. What is a VA?

Interactive 98

Interactive Cost-Benefit Reporting Enterprise 98

AWS Big Data

JUNE 12, 2023

Joulica is an Ireland-based startup in the contact center industry. Our customer journey analytics go beyond typical contact center reporting, and stitches together how customers interact with organizations across channels. This is a guest post by Tony McCormack from Joulica.

Analytics 52

Analytics Visualization Dashboards Interactive 52

CIO Business Intelligence

OCTOBER 26, 2022

Make the Most of the Powerful Tool in Your Customers’ Hands Almost every customer owns a smartphone, and they use that device to call into the contact center when they need to resolve an issue or complicated matter. Notifications can be sent for non-payment interactions as well, such as post contact surveys and new customer eForms.

Interactive 98

Interactive Reporting Risk Data Analytics 98

CIO Business Intelligence

FEBRUARY 13, 2023

The hospital is using automated voice and AI technologies to deploy virtual chatbots in its call centers and is making “significant investments in Salesforce” to better understand its consumers from a CRM perspective, Fleischut says. On-prem infrastructure will grow cold — with the exception of storage, Nardecchia says.

IT 145

IT Insurance Machine Learning Marketing 145

CIO Business Intelligence

MARCH 22, 2022

In a bid to help enterprises optimize customer service, Google Cloud is extending its Contact Center AI (CCAI) service with the ability to integrate with CRM (customer relationship management) applications in order to provide real-time insights and data analytics. Modernizing the contact center with CCaS.

Optimization 140

Optimization Interactive Enterprise Optimization Sales 140

IBM Big Data Hub

AUGUST 2, 2022

Today I am excited to share more about how IBM is expanding its collaboration with NICE, launching a new integration that allows users to connect AI-powered virtual agents with their call center in a matter of minutes. Watson Assistant is a conversational AI platform designed specifically for contact center managers and administrators.

Interactive 52

Interactive Predictive Analytics Software Strategy 52

CIO Business Intelligence

MARCH 9, 2022

Recently, data center operators have recognized the challenges associated with the ever-growing rack power density and that the demand for HPC and storage cannot be underestimated. Perspective on data center energy and water use. An HPC data center intensity is even higher. dry coolers) that can eliminate water use altogether.

Cost-Benefit 119

Cost-Benefit Manufacturing Consulting Optimization 119

Paul Turley

MARCH 14, 2020

It contains daily updates from the Center for Disease Control using data curated by the John Hopkins University Center for Systems Science & Engineering. Please post comments here or contact me through Twitter, if you have feedback, comments and questions. Continue reading →

Reporting 122

Reporting Publishing IT 122

CIO Business Intelligence

APRIL 11, 2024

Customer experience in the government sector is the sum of the public’s interactions with any government service, from how we contact our state’s social services and emergency services to waste management, public transportation, and healthcare. The pandemic exposed a lot of these gaps, and many still exist today.

Cost-Benefit 100

Cost-Benefit Predictive Analytics Data-driven Risk 100

CIO Business Intelligence

AUGUST 22, 2022

Digital transformation for banking customer experiences is not just about the call center and phone calls anymore. The bank can keep the customer’s information front and center and avoid losing track of the customer’s details during these handoffs to different channels. Beyond Voice: Creating Effortless Customer Experiences .

Digital Transformation 127

Digital Transformation Interactive Cost-Benefit Modeling 127

CIO Business Intelligence

OCTOBER 23, 2023

Guiding our partners to meet their ESG goals Equinix and Dell Technologies tackle the next generation of digital transformation by combining our world-class expertise in the data center and enterprise technology markets. Learn more about our joint offerings by contacting Equinix.Inquiry@dell.com or Dell@equinix.com.

Digital Transformation 121

Digital Transformation Data-driven Reporting Marketing 121

CIO Business Intelligence

AUGUST 31, 2023

It’s just additive,” says Joseph Thomas, PenFed EVP and CIO, who notes that today 80% of PenFed’s interactions are digital, 15% are via call center, and 5% still rely on physical branches. It doesn’t have an innovation lab or center of excellence to help it develop new technologies. Even with more than 2.9

Cost-Benefit 98

Cost-Benefit Interactive Digital Transformation Business Intelligence 98

CIO Business Intelligence

MAY 31, 2022

The app connects directly with the regional emergency dispatch center. There, center personnel can take immediate action such as dispatching police, fire, or ambulance services. If the timer is allowed to run out, the app will automatically contact the emergency dispatch center on its own.

Machine Learning 103

Machine Learning Technology Risk Marketing 103

Smart Data Collective

APRIL 9, 2019

Call centers know that a poor customer experience is all it takes to lose a customer forever, while consistent bad service can ruin the center’s reputation. In order to stand out from competitors, call center software integration is a necessary addition to your call center’s customer service approach.

Software 67

Software Interactive Forecasting Optimization 67