Showing search results for "Virtual Assistants"

• Customer Service Supplier and Product Update 4Q2012

  4Q2012 Was a Very Good Quarter for Customer Service

  by Mitchell Kramer in Articles

  4Q2012 was a very good quarter for customer service. Customer growth was the driver, resulting in very good financial performance. Product activity was up with new offerings, major new versions, ...
  Mar. 6, 2013

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• Customer Service Supplier and Product Update 3Q2012

  3Q2012 Was a Quiet Quarter for Customer Service

  by Mitchell Kramer in Articles

  3Q2012 was a mixed quarter for customer service, the sixth quarter in a row that we’ve characterized quarterly performance as mixed. No supplier had a bad customer growth or financial ...
  Dec. 13, 2012

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• Next IT ActiveAgent

  Virtual Agents that Deliver Sophisticated Answers to Complex Questions

  by Mitchell Kramer in Articles

  Next IT ActiveAgent’s virtual agents can deliver sophisticated answers to complex questions on web, mobile, and social channels. We recommend that large B2C organizations consider ActiveAgent to add cross-channel virtual ...
  Nov. 29, 2012

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• Creative Virtual V-Person

  An Offering from a Virtual Assisted-Service Pioneer

  by Mitchell Kramer in Articles

  Creative Virtual V-Person can help deliver very good virtual assisted-service on web, mobile, and social channels through strong knowledge management and reporting. Large B2C and B2B organizations and city governments ...
  Sep. 20, 2012

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• Customer Service Supplier and Product Update 2Q2012

  2Q2012 Was Another Mixed Quarter for Customer Service

  by Mitchell Kramer in Articles

  2Q2012 was not a good quarter for customer service. Customer growth and financial performance were mixed again, this time for the fifth consecutive quarter. However, products and company activities were ...
  Sep. 6, 2012

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• VirtuOz Intelligent Virtual Agent

  Powerful and Flexible Cross-Channel, Cross-Lifecycle Virtual Assisted-Service

  by Mitchell Kramer in Articles

  VirtuOz Intelligent Virtual Agent can help deliver excellent virtual assisted-service, delivering direct or guided answers to customers’ questions or performing tasks in case management and CRM systems on behalf of ...
  Jul. 26, 2012

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  Technologies

• Customer Service Supplier and Product Update 4Q2011

  Quarterly Update of Vendors and Products: Mixed Results for 2011

  by Mitchell Kramer in Articles

  This report completes our eighth year of Quarterly Customer Service Update Reports. Each quarter, we provide a round-up of product and company activity for the top suppliers of customer service ...
  Mar. 15, 2012

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  Technologies

• Comparing Deployment Options for CX Apps

  On-Premise, Hosted Single-Tenant, and Hosted Multi-Tenant

  by Mitchell Kramer in Articles

  CX application suppliers offer three deployment approaches: on-premise, hosted single-tenant, and hosted multi-tenant. Hosted multi-tenant deployments offer huge advantages and benefits over the two alternatives. As significantly, hosted multi-tenant offerings ...
  Oct. 22, 2009

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  Strategies

• Self-Service CX Performance

  Response Time and Availability for Key Customer Self-Service Activities

  by Mitchell Kramer in Articles

  How do you measure the customer experience (CX) performance of your self-service channels? From the customers’ standpoint, the most critical performance metrics are response time and availability at the customer ...
  Jul. 30, 2009

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  Strategies