For a collections organization, live agents on the frontline represent the heartbeat of the organization. The productivity of the people who connect with consumers on a daily basis has a direct correlation with revenue. Having this knowledge top of mind provides management with a key set of strategies to increase productivity. This could include anything […]
Press 1 for lower CSAT, 2 for lost revenue We have all been on the receiving end of this ancient customer service technology. “Press 1 for sales, 2 for billing, 3 for something else…”. Dual Tone Multi-Frequency Touchtone dialing (DTMF) presents a list of menu options to choose from and directs your call accordingly. For […]
When it comes to customer care, machine learning enables Intelligent Virtual Assistant solutions to automate tasks that used to require a live agent: password resets; address and complex information collection, and even sales support. Integrating machine learning into enterprise customer care opens doors to more flexible automated solutions. It also frees up live agents to […]
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Traditional contact center measurements – such as Speed to Answer, Containment, and Average Handle Time – focus primarily on increasing efficiencies in order to lower costs. Ultimately, however, these metrics are only capturing part of the story when it comes to one of your most important revenue drivers: your customers. Investing in the customer experience […]
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Revolution Growth, NewSpring Capital and Comcast Ventures lead investment to accelerate global growth and expand core AI technology Interactions LLC, a leader in speech and natural language technology solutions and the fastest growing company in customer care, today announced the completion of a $56 million funding round led by new investors Revolution Growth, NewSpring Capital […]
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Lately, it seems that every time you open your browser or casually scroll through a news feed, someone is writing about machine learning and its impact on both humans and the advancement of artificial intelligence. The importance of machines has been highlighted in articles covering everything from Virtual Assistant solutions to self-driving cars and robots […]
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Join Senior Interactions Leadership to Learn How to Simplify and Improve Your Customer Experience with Innovative Automated Customer Care Solutions Interactions LLC, a leader in speech and natural language technology solutions, will host an interactive discussion at Forrester’s annual Customer Experience event, CXNYC, to be held June 21-22nd in New York City. The company will […]
It’s been six years since the Affordable Care Act (ACA) was signed into law and the impact on the health insurance market has been clear: the shift from employer-based health insurance to a market of individuals is in full swing. According to Kaiser Family Foundation research, the individual market grew by 46% in 2014 to […]
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Recently, I presented at SpeechTEK 2016 and was very encouraged by the enthusiasm and momentum surrounding our industry. It’s clear that Artificial Intelligence (AI) technologies have finally come of age. I’m thankful to all the scientists and engineers who have invested their time and energy over the last few decades, and what’s most exciting to […]