Banks Need to Move from MultiChannel to OmniChannel With AI

Banks like in most other business, the customers are now more demanding than ever. With the rise of smartphones, Amazon’s Alexa, Social Media, and the growth of self-service options both online and at ATMs, there’s now an expectation that consumers should be able to complete major banking activities whenever and however they want. Banks are now under pressure to improve and offer more channels. But in today’s environment, simply having an online banking solution or self-service options in the contact center is not enough, and this is where banks that have not yet fully embraced OmniChannel need to do so. Read More

Artificial Intelligence: Why AI is the Key to Success

Enterprises of all industries and sizes are facing fundamental challenges caused by the progressive digitalization throughout societies worldwide. After decades of inflexible work processes based on rigid rules and top-down structures, slowly but surely the public has dominated the market. Given their demands for individual quotations and immediate response, many business models have fallen into disuse. The future holds the solution in artificial intelligence (AI). Read More

Digital transformation for the last mile of customer experience

Customer-facing processes and operations have one moment of truth that moulds the customers’ perceptions. You will ask yourself whether it’s when first contact is made with your business or whether it’s the last memorable chain of interactions. Or perhaps it might be somewhere in between the two, along the line of contact between your business and the customer. Read More

‘Go Digital or Die’ goes beyond supported channels: the challenges at hand

The Customer Contact Expo in London is an impressive event with lots to see, learn and experience. There are keynotes, workshops and exhibits galore. But some remain etched in our memory even now. Paul Scott of Dimension Data presented a talk entitled “Go digital or die”, which falls into that memorable category. Read More

Meet us at Call Center Week 2016 in Las Vegas

Meet ITyX at the biggest trade show and conference for the Contact Center industry at the Mirage in Las Vegas from June 29th - 30th. We are presenting our innovative AI Omnichannel Contact Center, blending a scalable cloud based software for email, documents, social media, voice and chat, with our powerful artificial intelligence platform. What does that means for you? Cost Reduction, Call Deflection, CSAT Optimization or Process Automation are just a few examples. Step by at booth 1121 and find out more! Read More

What drives omnichannel?

Many of the customer service leaders with whom I have spoken in the last year realize they have a significant ground to cover for their contact centers to be prepared for omnichannel. Many are in catch up mode- as soon as they implement the latest channel into their business process another communication channel begins to take on prominence. What’s driving this continual shift? Read More

The Rise of Text Analytics in Contact Centers

Today businesses compete for domination in the digital domain. Customers expect good customer service; many businesses fall short because their digital communications are stranded in the past.  It' a safe bet that almost all contact centers in North America provide telephone support. However, there is little doubt about the customer demand for other channels, such as social media and e-mail. These are requirements for the contact center of the future. Read More

Customer Self-service and the Importance of Context

Foto: (c) In today’s customer service environment, it is essential to offer self-service possibilities. With the use of enabling technologies and features, customers can get the service they require and businesses can provide that service. If intelligent technology is used effectively, the potential for providing contextual, creative service is great and can give businesses a competitive  advantage. Businesses can help diminish their overheads by using an already connected customer base to leverage collaborative problem-solving with strong community elements. This is, of course, the ideal situation. Read More

New world, new customer – What the Insurance Industry can look forward to

(c) Not too long ago, the topic of a connected world made many people uncomfortable to say the least. Most people were either frightened or livid at the idea of their personal information being accessible to companies and governments at lightning speed.It seems that the future investors have been imagining this long before it arrived, and now the connected world might actually be a reality. Read More

Mobile customer engagement: 5 things businesses need to know about capturing data

(c)iStockphoto/PeskyMonkey Organizations have been able to work more efficiently thanks to the creation and adoption of smartphone technology. A workforce using smartphones can manage their time more effectively with the use of tools such as email, collaboration and calendar on smartphone devices. However, organizations have not tapped into the full potential of smartphones. Some organizations have encountered difficulties as they add more smartphone base applications. Getting smartphone applications right could unlock great potential. Read More

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