“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Digital Transformation Practice at Frost & Sullivan This is an insightful quote from Nancy Jamison, a leading analyst in the call center space. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually […]
As chatbot deployments continue to face challenges, we brought together market expert Joseph Zeto and solutions consultant Liam Delap, both from the SmartAction team, to dive deeper into the chatbot ‘problem,’ as well as best practices for a successful deployment. Read a portion of that conversation below, and watch the entire webinar here. Joseph: Some […]
If you’ve been doing your research on call center automation, then you may be familiar with the fact that messaging apps now see more usage than social networks[1]. This not only indicates society’s growing preference of interacting with others via online services, but also acts as the perfect segue into the topic of our discussion […]
Artificial intelligence (AI) technology has risen to the forefront of call center automation priorities. Its promises to lower costs, increase efficiency, boost productivity, and enhance the customer experience are proven now that so many brands have introduced call center AI. But what drove them to this technology? As we all know, you don’t need a […]
The omnichannel call center has been in the headlines for a while, but what is it exactly? And more importantly what are the steps to get there? According to the analyst firm Frost & Sullivan, omnichannel means “ensuring a consistent and seamless high quality customer experience regardless of how and where a customer chooses to […]
For so long, the call center business has been designing and implementing IVR self-service that isn’t very good. Brands make customers work hard to navigate annoying and often incomplete menus, training them to cry out for agents at the first hint of a robotic voice. In today’s world, customers just won’t put up with it […]
Amid all of the buzz surrounding chat, text, and social media in customer service, voice has reemerged as the preferred method of communication for consumers – including millennials. Thanks to the huge success of personal digital assistants like Amazon’s Echo, people are now willing to talk to machines. Re-read that sentence. They are willing to […]
Since the introduction of the contact center to the business world, humans and technology have had to coexist. Coexisting, however, does not imply humans and technology work well together all of the time. Some would say the root of the problem is that customer service reps (CSRs) are not well trained to utilize the technology […]
– A note from the CEO:
Welcome to 2017! It is sure to be the year of Artificial Intelligence. No, wait – it will be the year of chat-bots. Actually, that could be wrong too. It’s voice-bots! Well, one thing we can all agree on is that SmartAction is right in the middle of all the action as we have all three – we call them Omni-bots! Whoa… what’s that?! IVRs and chat-bots are so 2016. It’s the year of the Omni-bot!
As we enter into 2017, artificial intelligence leads the way from a tech perspective. With household names like Google and Amazon continuing to produce new iterations of AI technology, a recent article in Geek highlights how machine learning plays into the effectiveness and true power of AI. In the article, Google Translate offers a fine […]
Like many emerging technologies, voice biometrics has become a very publicized topic in customer service. According to the SANS Institute, voice biometrics analyzes the physical characteristics of your voice, a biological trait. It can be used in voice applications (phone, mobile app, etc.) to authenticate a person’s identity and control access to protected information. Voice […]
As the year comes to a close, it is time to get prepped for 2017. Gartner has predicted that artificial intelligence will be a top strategic technology trend for next year, so if it is technology you are unfamiliar with or intimidated by, it is time to take a deep breath and get acquainted! AI […]
