Executive Bylines

As organizations look for ways to operate and support their customers more efficiently, they are increasing their use of Intelligent Virtual Agents.

Let’s look at how IVA adoption is playing out across five key industries.

As the general public becomes more concerned about access to care, it will become crucial for health organizations to find new ways to work with patients and create sustainable value.

Many businesses are failing to create consistent buying journeys across their customer touch points, telegraphing gaps in their organizational silos and losing valuable interaction history and context when customers switch channels. And technology is largely to blame

It’s never been more important to be able to offer self-service options that help customers get what they need. It’s also never been easier to implement advanced self-service solutions thanks to Intelligent Virtual Agents (IVAs). Here, we explore some key reasons your self-service strategy should include chat and messaging IVAs, and how to implement them effectively.

Nearly three-quarters of companies are wasting one of their most valuable resources, and it’s costing them dearly. 

The days of relentlessly focusing on cutting costs and offshoring are over, and inside sales and customer service teams are under fire to adapt to the new rules of the “CX Economy.”

The next step for healthcare organizations is to bring together all the pieces of the digital healthcare ecosystem to move the industry forward. Creating a “single patient view” will lead to innovation and better outcomes for all.

What can contact centers to do to offset the Turnover Tsunami of 2021? It's time to put artificial intelligence to work.