Successful Digital Transformation Requires Balancing CX and ROI Objectives

Posted by 3CLogic on Oct 7, 2020 10:29:37 AM

Today, 70% of enterprises either have a digital transformation strategy in place or are actively working on one. Nearly half say improving customer experience and customer satisfaction were the leading influences driving the focus and effort. In fact, 72% of enterprises expect digital transformation to create closer relationships with customers. However a new report revealed that digital transformation projects are stalling due to a “hesitancy gap”, as enterprises struggle to navigate the risks and complexity associated with turning innovation from concept to reality.

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Topics: customer service, call center, crm integration, cloud call center, self-service, cloud, customer service team, cloud call center solution, artificial intelligence, telephony CRM integration, voice platform, digitaltransformation, intelligent routing

Artificial Intelligence and Customer Service- Oil and Water?

Posted by Rachel Brink on Aug 12, 2016 9:27:09 AM

The customer service space has undoubtedly evolved over the past several years, and the momentum is not expected to slow down as artificial intelligence (AI) continues to advance. AI-powered voice recognition software—known to the customer service space as the “virtual agent”—has already made its way into many of today’s contact centers, replacing live agents to assist clients with a variety of tasks and inquiries. Coupled with the proliferation of messaging apps, many are also beginning to see the development of chatbots—software programs that use messaging as the interface through which to carry out any number of tasks, from checking an account balance, to making a reservation, to helping users buy a pair of shoes. Virtual assistant startup, Interactions, recently secured an additional $56 million in funding, indicating that the trend is certainly picking up speed.

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Topics: customer service, contact center, self-service, virtual agents, artificial intelligence

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