Showing search results for "Virtual Assistants"
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Salesforce Service Cloud Summer 17
Enterprise-Class Case & Knowledge Management, Collaboration, Communities, Search, & Social Customer Service
by Mitchell Kramer in ArticlesSalesforce Service Cloud is a product in transition. By June, 2018, some of the newer features will be better integrated. This review of the current version of Service Cloud provides ... -
Virtual Assistant Update
Technologies, Products, Suppliers, Customers, Markets
by Mitchell Kramer in ArticlesWhat's hot in customer service? Virtual Assistants extend customer self-service options by providing accurate answers to context-rich questions that customers have. Today's virtual agents are omni-channel: they can be accessed ... -
Nuance Nina
Virtual Assistants that Deliver Answers and Perform Actions
by Mitchell Kramer in ArticlesNina Mobile and Nina Web, the virtual assistant offerings from Nuance, can deliver personalized answers to customers’ questions and perform actions for individual customers in speech or text in 43 ... -
Next IT Alme, Version 2.2
Virtual Assistants Deliver Personalized Service through Simple and Complex Interactions
by Mitchell Kramer in ArticlesCustomer service commonly involves complex, multi-step conversations with customers to frame questions, describe problems, or define the work that needs to be done. Alme, the virtual assistant app from Spokane, ... -
IBM Watson Engagement Advisor Update
Virtual Assistants that Use Cognitive Technology to Think and Learn
by Mitchell Kramer in ArticlesHow does IBM Watson Engagement Advisor stack up in providing virtual assisted-service across customer service channels? Its innovative use of cognitive technology makes for virtual assistants that can answer many ... -
Oracle Service Cloud Virtual Assistant
A Good Solution for Oracle Service Cloud Subscribers
by Mitchell Kramer in ArticlesYou really should consider adding a virtual assistant to your customer service application portfolio. Why? Because virtual assistant software can lower cost to serve by answering customers’ frequently asked questions ... -
Framework for Evaluating Customer Service Software
Delivering Answers and Solutions; Creating and Resolving Cases
by Mitchell Kramer in ArticlesThis Framework for Evaluating Customer Service Software Products was updated in October, 2014. It’s adaptable to every type of customer service application. Customer Service Best Fit and Customer Service Technologies ... -
IBM Watson Engagement Advisor
Addressing Customer Support Using Cognitive Technology
by Mitchell Kramer in ArticlesWatson Engagement Advisor is a new, innovative, and visionary virtual assisted-service offering. Its implementation and use of cognitive technology give it the power to answer a wide range of types ... -
Customer Service Supplier and Product Update 1Q2014
1Q2014 Quarterly Overview: Renewed Focus on Customer Service Integration
by Mitchell Kramer in ArticlesIn our review of customer service suppliers in the first quarter of 2014, we noted one significant trend: a renewed focus on customer service integration. Integration of all customer-impacting information ... -
Personalized Answers to Customers’ Questions
Creative Virtual V-Person Is the First Virtual Agent to Provide Personalization
by Mitchell Kramer in ArticlesV-Person is Creative Virtual’s virtual agent offering. It can deliver personalized answers to customers’ questions on web, mobile (text and voice), social, and IVR channels. Organizations purchase subscription licenses for ... -
Patterns from Customer Service Suppliers’ VOC
Survey Results from KANA and Nuance about Customers’ Service Experiences
by Mitchell Kramer in ArticlesHow do customers attempt to answer questions and solve problems with products and companies? In 2013, the 63% of customers who successfully resolved their issues using customer self-service chan-nels spent ... -
Customer Service Supplier and Product Update 4Q2013
4Q2013 Was a Good Quarter for Customer Service
by Mitchell Kramer in Articles4Q2013 was a good quarter for most of the ten customer service suppliers we track: Clarabridge, Creative Virtual, eGain, IntelliResponse, KANA, Moxie, Next IT, Nuance, Oracle, and Salesforce.com. Nine of ... -
Nina Web
Flexible and Accurate Answers to Customers’ Questions
by Mitchell Kramer in ArticlesNina Web is Nuance’s virtual agent offering for the web, complementing Nina Mobile and Nina IVR and leveraging Nuance’s Natural Language Understanding technology to analyze and match customers’ question to ... -
Next IT Alme
Virtual Agents that Can Answer Complex Questions in Any Language
by Mitchell Kramer in ArticlesAlme (All me) is the virtual agent product from Next IT. To date, approximately 20 customer organizations have licensed Alme. Buy Alme through subscription, transactional, or perpetual licenses and deploy ... -
Customer Service Supplier and Product Update 3Q2013
Review of Ten Social Monitoring, Case Management, Self-Service, and Virtual Agent Suppliers
by Mitchell Kramer in Articles3Q2013 was a good quarter for customer service for the ten suppliers we cover: Clarabridge, Creative Virtual, eGain, IntelliResponse, Kana, Moxie, Next IT, Nuance, Oracle, and Salesforce. Customer growth was ... -
Customer Service Supplier and Product Update 2Q2013
2Q2013 Was a Mixed Quarter for Customer Service
by Mitchell Kramer in Articles2Q2013 was a mixed quarter in customer service—mixed in customer growth financial performance, products, and company activity. In customer growth, four of our eleven suppliers improved in new customers and ... -
Customer Service Supplier and Product Update 1Q2013
1Q2013 Was a Good Quarter for Customer Service
by Mitchell Kramer in ArticlesFirst quarters in software are typically seasonally slow. Not so for customer service. For this quarter, customer growth was the highlight, and it drove good financial performance resulted. Product and ... -
IntelliResponse Virtual Agent
Virtual Agents that Are Fast and Easy to Deploy and that Deliver One Right Answer to Customers’ Questions
by Mitchell Kramer in ArticlesIntelliResponse VA’s virtual agents deliver accurate answers on web, contact center, mobile, and social channels. They’re multilingual, and they support speech on mobile devices. Most significantly, they’re fast and easy ... -
Customer Service Supplier and Product Update 4Q2012
4Q2012 Was a Very Good Quarter for Customer Service
by Mitchell Kramer in Articles4Q2012 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, ... -
Customer Service Supplier and Product Update 3Q2012
3Q2012 Was a Quiet Quarter for Customer Service
by Mitchell Kramer in Articles3Q2012 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 ...
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