Verizon Enterprise Solutions has launched Visual Interactive Calling, a tool that enables consumers to tap a button in an app and connect directly to a live agent. The technology is for banks, retailers, airlines, travel and hospitality firms, and any other type of business that provides live support.
Maria Minsker | May 19, 2017
Back in 2015, one in every 2,000 calls into a call center was fraudulent, but in 2016, that rate grew to one in every 937 calls, according to telecommunications security and research company Pindrop Lab's 2017 Call Center Fraud Report. The change represents a 113 percent increase in fraud year over year, according to Pindrop, and every fraudulent call represents a loss of roughly $0.58 for the business.
Maria Minsker | May 12, 2017
The 'off-the-shelf' application brings artificial intelligence capabilities to text-based customer service channels. (Featured on DestinationCRM.com.)
May 04, 2017
New product release offers AI-based Conversational Surveys, Omnichannel Case Management, and CX-Focused Machine Learning. (Featured on DestinationCRM.com.)
May 02, 2017
To say that United Airlines has been in hot water recently is an understatement. Now, United Airlines has rolled out 10 new customer service policies in response to some of the recent incidents, but one customer service expert argues they're simply not enough.
Maria Minsker | Apr 28, 2017
Oracle's new artificial intelligence apps empower customer experience professionals in service, commerce, marketing, and sales.
Apr 27, 2017
For chatbots to be effective, they need to deliver the right information with little effort.
Leonard Klie | Apr 27, 2017