As the impacts of the pandemic deepen and governments continue to enforce social quarantine to “flatten the curve”, it is innovative technologies like chatbots that are coming to the rescue. Their diverse range of applications, cost-effectiveness, and ease of implementation,
First Call Resolution (FCR) is an indispensable metric for contact centres to measure and improve. Research conducted by Ascent Group suggests that 60% of companies measuring FCR for a year or longer reported improvements of up to 30% in their
Today’s modern customers want more - They expect faster resolution to issues, personalized experiences and effective self-service. Even though traditional IVR systems are deployed with an intention to provide self-service via phone, reduce call volume and increase agent productivity, these
The adoption of chatbots in enterprises has grown exponentially in the last decade and today, we can see organizations of all sizes using bots for a variety of use cases and functions. A report by Markets and Markets shows that
From customer support, business intelligence, service management, lead generation to information retrieval, chatbots have gained widespread adoption across functions. The reason why organizations are actively embracing bot technology is that chatbots not only have several high value business use cases
CRMs and the adoption problem Less than 40% of businesses have a CRM adoption rate over 90% - CSO Insights. One of the biggest challenges organizations face with Customer Relationship Management (CRM) platforms is the low usability and adoption rates.