Artificial Intelligence
Global Digital Customer Service Report 2021 with In-depth Analysis of Glia Technologies, Inc., Helpshift, LivePerson Inc, Quig and More
Dublin, Jan. 11, 2021 (GLOBE NEWSWIRE) — The “2020-2021 Digital Customer Service Product and Market Report” report has been added to ResearchAndMarkets.com’s offering.
Digital channels have become ubiquitous and are favored by customers for interacting with businesses. This digital customer service product and market report analyzes the overall market and closely examines 6 vendors who offer digital customer service platforms and have already made a name for themselves in this emerging sector.
Digital communications have become the preferred method of communication between businesses and customers. One unique feature of conversations in the new digital era is that they can start, stop, and continue when the customer chooses. This asynchronous communication is characterized by persistence, which enables a conversation to retain context and history when it changes channels or even stops for a period of time. This means that customers can have an ongoing dialog with a company, seamlessly across channels, over an extended period of time. Customers expect companies to remember who they are and know their preferences; asynchronous channels help achieve this goal. Enterprises are undertaking digital transformations to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice.
This report provides in-depth coverage of the digital servicing market. It analyzes vendors, products, functional capabilities, pricing, as well as the market, business, and service trends and challenges. It presents information about how these solutions are being used, their benefits, as well as best practices to help companies realize the greatest return from their investments. The report features 6 vendors: Glia, Helpshift, NICE inContact, LivePerson, Quiq, and RingCentral.
The Report includes:
- Digital-first customer service: what it means, the definition of synchronous and asynchronous digital channels, and the functional and technical building blocks that make up these solutions
- Current market trends and challenges that are driving enterprise investments and vendor innovation in this IT sector
- Discussion of the role and contributions of contact centers in enterprise-wide digital transformation initiatives
- A look at how digital-first servicing is an ideal complement to an omnichannel strategy, inclusive of voice, to provide customers with the ultimate flexibility and choice
- Examination of how digital customer service solutions enable users to track, measure, and understand the omnichannel customer journey
- Analysis of how the growing customer preference for self-service is driving demand for intelligent and effective solutions
- Discussion of work-at-home (WAH) agent requirements for servicing digital interactions and how to keep WAH staff supported and engaged
- Analysis of the digital customer service competitive landscape, including a high-level overview of the 6 featured vendors
- Detailed comparative analyses of the key technical and functional capabilities of the 6 featured digital customer service solutions
- Implementation analysis, including vendor methodology and best practices, maintenance and support, workshops, training, and professional services
- Pricing comparison and analysis for a digital-only and digital and voice 250-seat cloud-based implementation
- Detailed company reports for the 6 vendors covered in this Report, including product functionality and future product development plans
- Vendor Directory
Key Topics Covered:
1. Executive Summary
2. Introduction
3. Research Methodology
3.1 Report Participation Criteria
4. Digital-First Customer Service
4.1 Channel Descriptions
4.2 Functional Overview of Digital Customer Service Solutions
5. Digital Customer Service Market Trends and Challenges
5.1 Market Trends
5.2 Market Challenges
6. The Digital Transformation of Enterprises
7. Digital Transformation Projections
8. Digital-First, Not Digital-Only
9. The Omni-Channel Customer Experience
10. KPIs for Measuring the Omni-Channel Customer Experience
11. Self-Service: There When You Need It Most
12. Remote Possibilities: Requirements to Support WAH Agents
13. Digital Customer Service Market Activity Analysis
14. Competitive Landscape
14.1 Company Snapshot
14.2 Product Components
14.3 Product Capabilities
15. Technical Analysis
15.1. High-Level Technical Analysis
15.2 Artificial Intelligence, Machine Learning and Automation
15.3 Integration
15.4 Security and Compliance
16. Functional Analysis
16.1 High-Level Functional Analysis
16.2 Supervisor Interface
16.3 Agent Desktop
16.4 Omni-Channel Routing and Queuing
16.5 CRM/Case Management
16.6 Knowledge Management
16.7 Dashboards, Reporting and Analytics
17. Implementation Analysis
18. Pricing
18.1 Pricing Structure
18.2 Digital Channel Pricing
18.3 Digital and Voice Channel Pricing
19. Company Reports
19.1 Glia Technologies, Inc.
19.2 Helpshift
19.3 LivePerson, Inc.
19.4 NICE inContact
19.5 Quiq
19.6 RingCentral
20. Digital Customer Service Vendor Directory
For more information about this report visit https://www.researchandmarkets.com/r/byn149
About ResearchAndMarkets.com
ResearchAndMarkets.com is the world’s leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products and the latest trends.
Research and Markets also offers Custom Research services providing focused, comprehensive and tailored research.
CONTACT: ResearchAndMarkets.com Laura Wood, Senior Press Manager [email protected] For E.S.T Office Hours Call 1-917-300-0470 For U.S./CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900
Artificial Intelligence
Global Insurance Provider Selects 3CLogic to Streamline AI and Contact Center Capabilities with ServiceNow
Multinational Insurance Broker to deploy 3CLogic’s solution with ServiceNow’s Financial Service Operations (FSO) platform to streamline customer experiences.
ROCKVILLE, Md., April 25, 2024 /PRNewswire/ — 3CLogic, the leading Conversational AI and Contact Center solution for ServiceNow®, today announced its selection by a global insurance provider to replace its existing contact center infrastructure as part of a larger CX transformation effort. The strategic decision is designed to complement the organization’s use of ServiviceNow’s Financial Services Operations (FSO) offering leveraged across a number of its existing product lines including Customer Warranty Claims, Roadside Assistance, and Home Warranties.
Serving millions of customers worldwide with innovative insurance and protective products, the organization required a solution that would enhance its recent investment in the ServiceNow platform as it works to transform its end-to-end customer service operations. The deployment will incorporate several of 3CLogic’s AI-powered capabilities purpose-built for ServiceNow, including Conversational AI, Speech Analytics, and AI Performance & Coaching, along with integrated call transcriptions, convenient 2-way SMS, and ServiceNow-centralized contact center reporting.
“We continue to see enterprises eager to complement their existing investment in digital platforms, such as ServiceNow, with contact center features purpose-built to extend the workflows and features they already have and use,” explains Matt Durkin, VP of Global Sales at 3CLogic. “It’s no secret that organizations are already juggling too many systems, often with overlapping capabilities, which impacts ROI and operational efficiency. We’re proud to offer an alternative approach that helps simplify the technology stack while optimizing the overall operational costs and outcomes.”
Recently named to Constellation Research’s 2024 Shortlist for Digital Customer Service and Support, 3CLogic has seen global adoption of its solution by leading enterprises in healthcare, manufacturing, travel, retail, higher education, finance, non-profits, and Managed Service Providers across five continents. As a ServiceNow-certified Technology and Build partner with offerings available for ServiceNow’s IT Service Management, Customer Workflows, HR Service Delivery, and Source-to-Pay solutions, the company will be unveiling its latest set of capabilities at ServiceNow’s annual Knowledge 2024 event this May in Las Vegas.
For more information, please contact [email protected].
About 3CLogic3CLogic transforms customer and employee experiences with its leading Cloud Contact Center and AI solutions purpose-built to enhance today’s leading CRM and Customer Service Management platforms. Globally available and leveraged by the world’s leading brands, its offerings empower enterprise organizations with innovative features such as intelligent self-service, generative and Conversational AI, agent automation & coaching, and AI-powered sentiment analytics – all designed to lower operational costs, maximize ROI, and optimize each interaction across IT Service Desks, Customer Support, Sales or HR Services teams. For more information, please visit www.3clogic.com.
Logo – https://mma.prnewswire.com/media/2318845/3CLogic_logo.jpg
View original content:https://www.prnewswire.co.uk/news-releases/global-insurance-provider-selects-3clogic-to-streamline-ai-and-contact-center-capabilities-with-servicenow-302127739.html
Artificial Intelligence
ScreenPoint Medical Leadership Transition: Pieter Kroese Confirmed as CEO
Leading Breast AI Company, creator of industry-leading Transpara®, promotes from within for new CEO
NIJMEGEN, Netherlands, April 25, 2024 /PRNewswire/ — ScreenPoint Medical, today announced a significant transition in its leadership as Mark Koeniguer, the current CEO, steps down from his position. Mark served as CEO since 2022 and was instrumental in ScreenPoint’s commercial growth and success over the past 2 years.
The company’s Board of Directors has appointed Pieter Kroese as the new Chief Executive Officer effective April 25, 2024. Pieter takes the role after serving as COO of ScreenPoint for over five years. During that time, he has managed the transition of the company from an early startup to a thriving enterprise with hundreds of customers using ScreenPoint’s flagship Transpara software to support millions of scans a year.
“I am thrilled to lead ScreenPoint into its next phase of growth and innovation,” said Mr. Kroese. “I am deeply committed to building upon the strong foundation we have and continuing to work closely with our talented team to drive continued success. We are already expanding screening capacity and capability through proven reader support – we look forward to increasing our ability to support providers and women moving forward.”
Sir Michael Brady, Chairman of the Board at ScreenPoint Medical and a co-founder of the company, expressed enthusiasm about Pieter’s appointment, stating, “Pieter’s remarkable leadership qualities, coupled with his depth of knowledge of our product and industry, make him the perfect choice to lead ScreenPoint into the future. His strategic mindset and commitment to excellence align perfectly with our company mission of early breast cancer detection. Pieter has been an integral part of our growth to date and will provide seamless leadership through this transition into our next chapter for our customers, partners, and team.”
Author of “No Longer Radical” and over a hundred peer-reviewed publications on breast imaging, Dr. Rachel Brem is a Transpara user and ScreenPoint Board Member. Dr. Brem welcomed Mr. Kroese with the following: “Pieter has been an integral part of the ScreenPoint team for years. I am confident that his leadership will continue to deliver product excellence: earlier detection with outstanding reading workflow and improved patient outcomes. We continue to see these results from clinical sites all over the world, including many here in the United States. No other Breast AI solution has demonstrated the same results as Transpara, and I am confident that the team will continue to push on these frontiers under Pieter’s leadership.”
The entire team at ScreenPoint extends its gratitude to Mark Koeniguer and wishes him every success in the future, while warmly welcoming Pieter Kroese into his new role as CEO.
About ScreenPoint Medical
ScreenPoint Medical translates cutting edge machine learning research into technology accessible by radiologists to improve screening workflow, decision confidence and breast cancer risk assessment. Transpara is trusted by radiologists globally because it has been developed by experts in machine learning and image analysis and updated with user feedback from world-renowned breast imagers.
See all the proof at: https://screenpoint-medical.com/evidence.
Photo: https://mma.prnewswire.com/media/2397831/Pieter_Kroese_CEO_ScreenPoint_Medical.jpgLogo: https://mma.prnewswire.com/media/1582198/ScreenPoint_Medical_Logo.jpg
View original content:https://www.prnewswire.co.uk/news-releases/screenpoint-medical-leadership-transition-pieter-kroese-confirmed-as-ceo-302127719.html
Artificial Intelligence
Robotics Market to Surpass USD 126.96 Billion by 2031 | SkyQuest Technology
WESTFORD, Mass., April 25, 2024 /PRNewswire/ — The growing need for automation, technological developments, and long-term cost reductions are driving a robust expansion in the worldwide robotics market. SkyQuest projects that Global Robotics Market size is poised to grow from USD 41.50 Billion in 2023 to USD 126.96 Billion by 2031, at a CAGR of 15% during the forecast period (2024-2031).
Download a detailed overview:
https://www.skyquestt.com/report/robotics-market
Browse in-depth TOC on the “Robotics Market”
Pages – 202Tables – 64Figures – 75Robotics Market Overview:
Report Coverage
Details
Market Revenue in 2023
$41.50 billion
Estimated Value by 2031
$126.96 billion
Growth Rate
Poised to grow at a CAGR of 15%
Forecast Period
2024–2031
Forecast Units
Value (USD Billion)
Report Coverage
Revenue Forecast, Competitive Landscape, Growth Factors, and Trends
Segments Covered
Application, End Users, and Region
Geographies Covered
North America, Europe, Asia Pacific, and the Rest of the world
Report Highlights
Collaborative Robotics
Key Market Opportunities
Prompting Several Industries to Adopt Automation Technologies
Key Market Drivers
Increasing Demand for Automation
Surge of Automation is Supporting Growth of Robotics Industry
The industrial sector is generating high revenues for the global robotics market owing to extensive automation in manufacturing, which increases productivity and lowers overall production costs. Assembly line, painting, and welding robots have become essential, thereby propelling substantial market expansion in the automotive, electronics, and heavy duty sectors. Due to the increased usage of robots for non-manufacturing functions such as customer service, shipping, and healthcare, the services sector is expanding quickly. This rapid growth is being driven by technological improvements and the push for automation in services.
Surge in Advance Robotics is Bolstering Market Growth
The use of robotics in manufacturing processes is growing, and innovation in this field is happening quickly worldwide. By increasing productivity, efficiency, and precision, advanced robotics technologies—such as AI-driven automation systems and collaborative robots, or cobots—are transforming the manufacturing sector. The dominance of manufacturing in the worldwide robotics market is fuelled by the integration of robotics into manufacturing facilities, which helps businesses remain competitive in today’s dynamic market scenario.
Rising Interest in Service Robotics is Driving Demand for Robotics in Asia Pacific
Due to the strong demand for industrial and service robots in the region, Asia Pacific now leads the global robotics industry. China, Japan, and South Korea are among the nations that have made significant investments in the robotics sector recently. The Middle East and Africa are anticipated to register the fastest-growing rate for the global robotics market. The expansion is ascribed to the region’s growing adoption of automation technology, especially in the manufacturing and logistics industries.
Request Free Customization of this report:
https://www.skyquestt.com/speak-with-analyst/robotics-market
Drivers:
Increasing Demand for AutomationAdvancements in AI and Machine Learning TechnologiesRestraints:
High Initial InvestmentsLack of Skilled WorkforceProminent Players in Global Robotics Market:
FANUC America Corporation (US)Epson Robotics (Japan)Staubli International AG (Switzerland)YRG Inc. (US)Comau S.p.A. (Italy)Northrop Grumman Corporation (US)Honda Motor Co., Ltd. (Japan)Seiko Epson Corporation (Japan)Yamaha Motor Co., Ltd. (Japan)Adept Technology, Inc. (US)View report summary and Table of Contents (TOC):
https://www.skyquestt.com/report/robotics-market
Key Questions Answered in Global Robotics Market Report
How big is the global robotics market, and what compound annual growth rate (CAGR) is it anticipated to deliver between 2024 and 2031?Which industries are fuelling the need for automation and fostering the expansion of the robotics sector?What impact have recent technological advancements and innovations had on the direction of the robotics market?Which well-known companies in the robotics industry are also major players in the global robotics market?This report provides the following insights:
Analysis of key drivers (increasing demand for automation across industries, improved the overall efficiency, productivity of the processes, demand for automation), restraints (high initial investments, difficult for small and medium-sized enterprises to invest, robots, sensors, and other equipment required not delivered), opportunities (advancements in AI and machine learning technologies, new opportunities for the robotics market, perform complex tasks with high accuracy), and challenges (lack of skilled workforce, maintenance of these robotics systems) influencing the growth of robotics marketMarket Penetration: Comprehensive information on the product portfolios offered by the top players in the robotics marketProduct Development/Innovation: Detailed insights on the upcoming trends, R&D activities, and product launches in the robotics marketMarket Development: Comprehensive information on lucrative emerging regionsMarket Diversification: Exhaustive information about new products, growing geographies, and recent developments in the marketCompetitive Assessment: In-depth assessment of market segments, growth strategies, revenue analysis, and products of the leading market players.Related Reports:
Global Service Robotics Market
Global Soft Robotics Market
Global Warehouse Robotics Market
Global Cloud Robotics Market
Global Robotic Welding Market
About Us:
SkyQuest is an IP focused Research and Investment Bank and Accelerator of Technology and assets. We provide access to technologies, markets and finance across sectors viz. Life Sciences, CleanTech, AgriTech, NanoTech and Information & Communication Technology.
We work closely with innovators, inventors, innovation seekers, entrepreneurs, companies and investors alike in leveraging external sources of R&D. Moreover, we help them in optimizing the economic potential of their intellectual assets. Our experiences with innovation management and commercialization have expanded our reach across North America, Europe, ASEAN and Asia Pacific.
Contact:Mr. Jagraj SinghSkyquest Technology1 Apache Way,Westford,Massachusetts 01886USA (+1) 351-333-4748Email: [email protected] Our Website: https://www.skyquestt.com/
View original content:https://www.prnewswire.co.uk/news-releases/robotics-market-to-surpass-usd-126-96-billion-by-2031–skyquest-technology-302127230.html
-
Uncategorized6 days ago
Generative AI gold rush drives IT spending — with payoff in question
-
Uncategorized6 days ago
Do underwriters trust artificial intelligence?
-
Uncategorized6 days ago
Hans Jonas on Responsibility in the Age of Artificial Intelligence
-
Uncategorized6 days ago
Meta AI Assistant Adds Website, Expands Beyond US
-
Artificial Intelligence6 days ago
Free Your Hands, QIDI Vida Smart AR Glasses Lead the Way in New Sports Experience.
-
Uncategorized6 days ago
Can artificial intelligence reduce vehicle time to market?
-
Artificial Intelligence5 days ago
Aurionpro Solutions acquires Arya.ai, to power next generation Enterprise AI platforms for Financial Institutions
-
Uncategorized6 days ago
The Ottawa Hospital doctors to try AI for patient notes