Sestek E-books

After 2 decades of experience, we want to share some of our industry know-how

The Power of 3As: Vendors That Matter Series

The Power of 3As: Vendors That Matter Series

The Opus Research “Vendors That Matter” series examines innovative firms uniquely qualified in offering enterprise technologies that are making a successful business impact. In this report, Opus Research features Sestek and its AI-based conversational solutions that combine 3As of the digital customer journey: Automate, Authenticate and Analyze. The report sheds light on how orchestrating conversational solutions helps businesses improve customer experience, streamline self-service, and maintain competitive advantage.

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Turkey's Apparel Industry E-Commerce Survey 2021

Turkey’s Apparel Industry E-Commerce Survey 2021

The pandemic shifted customer preferences towards e-commerce channels drastically and apparel brands with established e-commerce operations took advantage of this momentum. We surveyed 30 decision-makers from the apparel industry to evaluate their awareness about customer service approaches and the use of AI-based technologies in the e-commerce channel. The results show that economic slowdown, increasing costs, and sustainable profitability continue to be among the industry’s top concerns. To learn more, download Turkey’s Apparel Industry E-Commerce Report.

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    DMG-Survey-Interaction-Analytics-2020-Sestek-Reprint

    Interaction Analytics Product and Market Report-Sestek Reprint

    On an annual basis, DMG Consulting conducts independent customer satisfaction surveys to measure end-user satisfaction with vendors and their products, as well as their service, support, professional services, training, and innovation. This satisfaction study evaluates the performance of the 7 featured Interaction Analytics (speech & text) solutions and their vendors.

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      Online Marketplace Decision-Makers Survey 2020

      Online Marketplace Decision-Makers Survey 2020

      This online survey was conducted by NICE Medya in November 2020 with 30 decision-makers from the e-commerce industry. The aim of the survey was to understand the level of digitalization and use of artificial intelligence (AI), especially regarding conversational technologies such as chatbots, voice IVRs and virtual assistants for customer services. In our survey, we have seen growing interest in AI-powered solutions, helping organizations with self-service automation since bottom-line costs are also increasing, and putting pressure on profit margins.

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        How to Better Serve Customers From Home

        How to Better Serve Customers from Home

        Quality management solutions for the new era of working from home
        With COVID-19 working from home turned into the usual way of work. With a higher risk of exposure due to tight spaces, shared equipment, and high volumes of people, contact centers went through this change swiftly. But, although the working conditions changed, contact centers see an increasing call volume during the pandemic, which means contact centers need to find ways to provide their customers with the same quality service as before. At this e-book, we will be covering Conversational Analytics solutions, and quality management tools help call centers to monitor agent performances remotely and take necessary actions in time to ensure smooth customer experiences.

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          Helping Contact Centers Excel Throughout the Customer Journey

          AI-powered solutions to help improve efficiency, speed and experience
          In these unprecedented times, when physical customer service points are no longer available,
          alternative channels are becoming more and more vital. Call centers are among the top of this list.
          Call centers are observing significant growth in call volumes since the pandemic.
          While being on the advantageous side of the pandemic, these high volumes bring a number of significant problems for contact centers.

          In this e-book, we will be covering AI-powered solutions to help them improve their operational efficiency, increase their response speed, and improve the experience they provide to their customers.

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            The Conversational AI Playbook

            How AI can help companies navigate through these difficult times.

            Yes, these are challenging times. And yes, things are not going to be the same again. But what can we do about it, today? Conversational AI solutions might have some answers for us.
            When more and more of customers are calling contact centers or going online to visit websites,
            conversational AI solutions can help companies effectively handle high volumes of traffic at these channels. Here is our playbook to guide you towards implementing AI-based solutions at your organization today.

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              Conversational AI e-book

              Conversational AI

              Today’s customers expect smooth journeys.
              They want to interact with brands easily, at any time, at any channel; contact centers, chatbots, messaging apps, smart assistants. And while doing this, they expect to be understood fast. They want to be understood before they open their mouth. They want to be understood not only by humans (customer reps) but also by machines. The answer to this expectation is Conversational AI.

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                TopTech-e-book

                Top Tech Trends of 2020

                The rise of automation, the democratization of technology, conversational technologies, human augmentation, and the advancement of AI.
                These five topics will do more than just filling out the headlines in 2020. They will be vital parts of company strategies focusing on growth, efficiency, and customer experience. Organizations that are embracing these technologies faster than the competition will enjoy tangible financial benefits in an era of tighter margins. This e-book explains how these technologies will affect the way companies will be doing business in 2020.

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                  Efficiency-e-book

                  Efficiency without Compromising Experience

                  6 companies using Conversational AI for better customer experiences.
                  Today, customers want more, now, with no friction… AI can help! Conversational AI is the technology that enables natural interaction between humans and machines. With the help of natural language processing (NLP), conversational AI allows customers to interact with machines by voice. Conversational AI enhances customer experience When customers navigate through IVR or engage with a chatbot, conversational AI accurately understands what they are saying and guides them towards the fastest solution. This means increased self-service rates and lower operational costs. Here are 6 companies using Conversational AI to provide better experiences to their customers.

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                    chatbot-e-book

                    Introduction to Chatbot Design

                    Building The Right Chatbot To Ensure Better Customer Experiences.
                    Today, chatbots are a significant part of customer services. From reserving a ticket to completing a banking transaction, they can offer any service that a live agent can. But being able to do these tasks might not be enough for enhanced customer service. Because customers not only expect high-quality services but also personalized experiences. According to recent research, more than 63% of customers expect personalization as a standard of service. So, chatbots need to answer this need to ensure an enhanced customer experience. Why do chatbots need personalization? Today’s customers seek more than functionality. They expect authentic connections with businesses. And the only way to build a strong and emotional bond between customers and chatbots is personalization.

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                      SA-e-book-en

                      Discover Hidden Treasures in Customer Interactions

                      Every Customer Interaction is an Opportunity
                      Today consumers are more unforgiving than ever. As 67% of them give one single negative experience as the reason for churn, brands are walking on thin ice, trying to find ways to know what customers would do next. Effectively listening to customers and acting fast to close the loop on their issues are becoming more and more vital for businesses. However, the high volume of these interactions makes it impossible to review and analyze them accurately manually. Manual review can process only a fraction of interactions and is far from providing objective results. Speech Analytics may provide a solution to this vital problem.

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