Insights

BILL leveraged DevRev’s AI platform to transform customer support, achieving a 70% AI resolution rate, surpassing deflection targets, and saving over $5M while maintaining high customer satisfaction and scaling support across 500,000 SMBs without increasing costs. Company: BILL Employees: 1,001-5,000 Founded: 2006 Headquarters: San Jose, CA Industry: FinTech The company BILL is a U.S.-based financial technology platform processing millions of transactions for 500,000 SMBs. Op

More than ever, quality of service makes the difference for a contact center. But how do you ensure that every customer interaction lives up to expectations, when you’re managing high call volumes? This is what Automated Quality Monitoring (AQM) is all about, revolutionizing the way companies evaluate and improve their customer conversations. Based on artificial intelligence, AQM automatically analyzes 100% of interactions across all channels. AQM puts an end to time-consumi

If your AI is closing tickets but not solving problems, it’s doing more harm than good. It’s hard to deliver great service if you aren’t actually resolving a customer’s issue. Most customers wouldn’t count a dropped call or a timed-out chat as resolution, and you shouldn’t either. But many companies say it is – and charge you for it, too. Resolution isn’t deflection. It’s not a half-baked handover or a conversation that simply ends. A true resolution is when the problem is fu

When a team attempts to collaborate on a project, only to be hindered by a slow, unreliable network, the frustration is bound to mount....

In an era of high customer expectations, the ability to scale on-demand customer service during peak periods is not just a competitive...

Great Southern Bank improved customer service and efficiency by enhancing its CXone Mpower platform with AI-driven automation. CUSTOMER...

In 2025, CX leaders in the financial services industry face a critical juncture. Customers and clients expect seamless, intuitive...

Love it or hate it – you just CAN’T ignore AI anymore. Its transformative power is being felt among businesses across industries...

Contact center automation streamlines operations, reduces costs, and helps deliver effective customer service. There are various types of...

Contact center analytics represent the gathering and reporting of customer data. By utilizing this data, businesses can improve the...

As consumers, we’re enveloped by new technology that creates a dizzying array of multiple new digital touchpoints that go far beyond...

Imagine walking into a store to buy a pair of shoes. The salesperson is friendly and helps you find the perfect pair. You're happy with...

In a customer-centric world, the key to an unforgettable service experience lies in the hands of your workforce. Empowering them...

The axiom "you can't manage what you don't measure" is particularly true of customer experience (CX), but the multi-faceted nature of CX...

Create Better Customer Claims Experiences Claims handlers face the challenging task of delivering excellent customer experiences to...

The global open banking growth rate is expected to reach $19.14 billion in 2022 and is projected to grow to $48.13 billion in 2026 at a...

Clootrack conducted a detailed study analyzing 8,154 passenger reviews from January 2022 to January 2023. The study focused on Middle...

In an increasingly competitive airline industry, providing an exceptional passenger experience has become a crucial differentiating...

A handy guide to perfecting your workforce scheduling with technology that enables agent flexibility and autonomy. At long last, employee...

Contact center leaders know that their quality management (QM) programs are critical to customer experience (CX) and driving a connection...