Amdocs’ Post

We’ve partnered with RingCentral to integrate RingSense AI into our clients' CX operations, enhancing their ability to deliver personalised and efficient customer interactions. We’re taking customer service to the next level. Here are some of the key benefits: • Identify coaching opportunities. Find out where agents are having trouble and give them specific feedback with easy-to-understand scorecards and notes. • Automate agent and supervisor processes. Lighten your team's workload by eliminating the need for manual post-contact summaries and call scoring. • Uncover customer service trends. Use data-driven insights to enhance and optimize the customer experience. 🚀 Stay tuned for more updates on how this partnership will transform customer interactions. #Innovation #CustomerExperience #LivewareLabs #TechForGood #AI #BusinessGrowth

🌟 6 Levels of Experience Orchestration: Shaping the Future of Customer Experience #ExperienceOrchestration is all about creating, delivering, and optimizing customer and employee journeys using advanced technologies like AI. Our latest article breaks down the 6 levels of orchestration evolution and explores how businesses can leverage AI to reduce costs, improve loyalty, and transform processes. The 6 Levels 🔹 Level 0: Manual processes, inconsistent service 🔹 Level 1: Basic IVR self-service 🔹 Level 2: Routine dialogue automation with AI 🔹 Level 3: Generative AI for natural, real-time interactions 🔹 Level 4: Empathy-driven personalization 🔹 Level 5: Full automation with human involvement only in rare cases Where does your organization stand today? 👉 Learn More https://lnkd.in/dFGPrQY5 At Adventus Solutions, we leverage Genesys technologies to empower our customers in delivering advanced #ExperienceOrchestration. We serve in Latvian, Lithuanian, Estonian and English. #LevelUpYourContactCenter #ContactCenter #CX #EX #ExperienceOrchestration #AI #CustomerExperience  #Genesys #AdventusSolutions

Last year, @Gartner predicted that by 2025, 80% of customer service and support organizations would adopt generative AI to boost agent productivity and improve customer experience (CX). In 2024, a Gartner poll confirmed strong interest in GenAI: * Nearly 2/3 of organizations now use GenAI across multiple units, marking a 19-point increase since September 2023. * 40% of respondents reported deploying GenAI in more than three business units. * 1 in 5 organizations has active generative AI solutions. Key areas adopting or planning to invest in GenAI include: 📞 Customer service (16%) 📈 Marketing (14%) 💲 Sales (12%) At Audioliz, we're inspired by your commitment to excellence in customer service. Leverage AI to enhance client relationships and drive business growth! #AI #CustomerSuccess #ConversationalAI #CustomerExperience #Innovation #ContactCenter #CallCenter #ConversationIntelligence #RealTimeAI Thank you to Gartner for Customer Service & Support for the insights

In CEO Mike Burkland's keynote at the #Five9CXSummit today, he contrasts the "old CX," (which was burdened by legacy systems, complex IVR, unempowered agents, and siloed customer journeys) with "The New CX," which is powered by #AI. Five9's "New CX" relies on AI, its platform, and its people to enable companies to deliver fully customizable AI customer experience, he says. #CX #contactcenter #customerservice #analytics

Watch this video interview of Dan Bodner, CEO and Chairman of Verint, explaining to CXOTalk's Michael Krigsman the benefits of using an AI-powered Customer Experience (CX) system in call centers. These include: * Enhancing agent flexibility and work-life balance through AI scheduling * Improved quality monitoring and coaching using AI-driven insights * Boosting efficiency and customer experience through intelligent self-service * Minimizing disruption and maximizing adoption the CX Automation, and augmenting human capabilities from seamlessly embedding AI into existing workflows In fact: "AI needs to be embedded into existing workflows, so people will continue to do what they've done before but they will be assisted by AI. This assistance will help them do their tasks faster and shave seconds from the call, reduce costs, and improve the customer experience because customers will get better responses from agents." Call centers are perfect for continuous improvement of AI bots. Call centers generate lots of data, including behavioral data from call interactions with callers: "The data that is needed by the bots is behavioral data. The best way for the bots to learn is from conversations that people had with customers. If you collect all the data about voice conversations, chat conversations, emails, surveys that you got back from customers, all of this is behavioral data that contains very important information about how the workforce behaves and how the customers behave." https://lnkd.in/gssTGGVh #CXOTalk #AI #CXautomation #CX #Bots

Today’s customers expect personalized solutions before they even know they need them. At the PRONOVEA Global CX Innovation Summit, I’ll be sharing how companies are revolutionizing the customer journey using predictive analytics. ⏺ Anticipating customer needs isn’t just about technology—it’s about listening deeply and equipping front-line teams to respond swiftly. ⏺ AI enables businesses to harness customer insights in real-time, driving smarter, faster operations. ⏺ Organizations that adopt AI and predictive analytics report a 40% increase in service efficiency, leading to higher customer satisfaction (Deloitte Insights). 📅 Event: PRONOVEA Global CX Innovation Summit 2024 📍 Location: Vienna, Austria 🔗 More Info: https://lnkd.in/g4Xntyyy Register now and use the code GENCUP7843OA for a 40% discount! https://lnkd.in/gms5aqC9 #CX #AI #PredictiveAnalytics #CustomerJourney #Vienna #GlobalVoiceOfCX

Feeling overwhelmed by the possibilities of #generativeAI in the #contactcenter? Uncertain about how to harness its potential? Join Dan Giatrelis, Senior Vice President of Sales and Business Development, Interactions, and Phil Gray, Product Officer, Interactions to demystify generative #AI and explore practical strategies for leveraging its power in contact centers that drive superior customer experiences, enhanced agent productivity, and operational excellence. We're almost ready for Customer Contact East, and this is just one of the collaborative sessions we're looking forward to. It's not too late to register! https://frost.ly/9sd #FrostCC #CX #customercontact

A quick reminder - Regal.io and Balto have something epic lined up! 🌟 Join us for an upcoming webinar diving into the AI-powered future of customer experience and outbound contact center magic. 🎩✨ What's in it for you? - Data Goldmine: Discover how data transforms customer interactions and boosts rep efficiency. - AI Shortcuts: Learn how AI predicts the best engagement times and messages, making every chat more meaningful. - Virtual Agent Revolution: Hear how AI agents are changing the CX game. - Future Trends: Get the lowdown on the latest CX and contact center trends, from AI to innovative engagement strategies. Ready to revolutionize your customer experience and outshine the competition? This is your golden ticket! 🎫✨ 👉 Register here: https://lnkd.in/eFs3RSsW #AI #CustomerExperience #CX #CustomerEngagement #Webinar #Regal #Balto

Join us for a transformative round table on AI in Contact Centers! Discover the latest best practices for leveraging AI to enhance efficiency and boost agent productivity. This session will deep dive into the pros & cons of AI, exploring how automation is reshaping the offshore contact center landscape for cost reduction and better service levels. Explore actionable strategies for using AI to empower agents, speed up onboarding, and manage staff augmentation in the face of attrition. This is a unique chance to connect with industry leaders and explore progressive technologies that are cost-effective and impactful. #AIinContactCenters #Automation #CustomerExperience #DigitalTransformation #OffshoreCenters #AgentProductivity #AITraining #Innovation #CostReduction #Networking

Your customer already told you about their experience when they called your contact center...why should they have to take a survey? You don't need to rely on post-interaction surveys when you can use AI to analyze your customers' conversations and predict their satisfaction scores: https://lnkd.in/gnbNtgM5 #CX #deathofthesurvey #customerinsights