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Articles: Customer Service/Call Centers
On day two of the conference, speakers outlined the company's product releases for the year and discussed how messaging platforms can facilitate communication between companies and customers. (Featured on SmartCustomerService.com.)
NICE Robotic Process Automation drives the instant resolution of complex customer requests, enabling Amazon Lex's chatbot to support 24/7 customer self-service requirements. (Featured on SmartCustomerService.com.)
Authenticator 4.0 enables call centers to implement sophisticated risk-based authentication strategies. (Featured on SmartCustomerService.com.)
noHold has incorporated artificial intelligence into its SICURA platform for building virtual assistants. (Featured on SmartCustomerService.com.)
The latest release of Upland's RightAnswers Knowledge Management solution provides a chatbot integration framework for third-party vendors. (Featured on SmartCustomerService.com.)
Podium Webchat allows local businesses to engage customers online via text.
The new version allows contact center administrators to create automated speech recognition (ASR) applications. (Featured on SmartCustomerService.com.)
Omni-bot is an omnichannel customer self-service platform powered by artificial intelligence. (Featured on SmartCustomerService.com.)
Companies can no longer afford to be so cavalier with valuable customer information
OMG, no! They need each other to do their best work
Customers are using more channels than ever to resolve customer service issues. Companies need to harness information across all of these interactions
Company leaders need to focus on what it takes to make Mom proud, and do likewise.
There's plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.
Our beloved Pint of View columnist toasts the end of an era.
Integration allows for escalation from a text chat to a video chat. (Featured on SmartCustomerService.com.)
NICE will integrate Mattersight's cloud-based contact center analytics with its NICE Nexidia technology. (Featured on SmartCustomerService.com.)
Airlines have seen their customer satisfaction drop by 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI) 2018 Travel Report. (Featured on SmartCustomerService.com.)
Noble adds native speech analytics to its contact center offerings. (Featured on SmartCustomerService.com.)
Artificial intelligence and machine learning deliver insights, automation, and intelligent interactions.
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