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for Tag: Customer Experience
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Using Automation to Influence Customer Behavior (IntelePeer) White Paper

Posted by ISG Software Research on 20 December 2024

A Coordinated Approach to Automation Technology for Enterprise CX Transforming Service Delivery The entire history of service delivery has been the quest for speed and scale in responding to customer inquiries. This mission has been accomplished. However, if an enterprise’s focus on implementing automation in service is solely on improving contact center efficiency, it misses the most valuable... Read More

Topics: Customer Experience

Bringing AI to Your Customer Experience White Paper

Posted by ISG Software Research on 19 September 2024

Strategic Pathways into the Enterprise Beyond the Contact Center Automation and the Customer Experience CCaaS providers are not always well-aligned with either the technology or the business processes needed to make meaningful improvements in operations. Enterprises today are guided by three fundamental priorities when it comes to improving their customer experience (CX): automate the contact... Read More

Topics: Customer Experience

Transitioning to the Hybrid Cloud

Posted by ISG Software Research on 19 April 2024

A Strategic Approach to Contact Center Innovation Navigating The Cloud Debate Contact center platform vendors are transitioning to cloud offerings, but what if an enterprise is not ready to move all of its operations off-premises? According to our research, 57% of enterprises prefer approach to move applications to the cloud with minimal changes, leaving the core existing architecture unchanged.... Read More

Topics: Customer Experience

Excellence on Repeat

Posted by ISG Software Research on 22 February 2024

Harnessing CX Automation for Elevated Experiences Executive Summary Contact centers typically operate at the extreme edge of capacity, balancing customer expectations against the imperative to control costs. Bridging this capacity gap has historically proven elusive for operations teams, often forcing compromises in either service quality or agent performance, until artificial intelligence (AI)... Read More

Topics: Customer Experience

Insights on Contact Center Agent Productivity White Paper

Posted by ISG Software Research on 02 November 2017

Making Better Use of Agents’ Time Contact Center Pressures Benchmark research carried out by Ventana Research shows that contact center executives and managers are under pressure to provide the best possible customer service while staying within tight operational budgets. At the same time centers must handle increased volumes of inbound calls and respond to other types of interactions such as... Read More

Topics: Customer Experience