Customer service leaders continue to focus on improving both live and automated service experience with finite resources.
Include planning for pandemics like the coronavirus in your disaster recovery/business continuity plans.
Technological advances have enabled us to do things the early communications pioneers could never have imagined
New technologies are making for an exciting time in which technology anticipates our everyday needs rather than simply reacting to them.
Customers who aren't delighted with your products or services highlight the best opportunities for change.
Contact centers come up short due to a lack of timely access to relevant data and the inability to derive real-time insights from it.
Verint and Adobe unify data from their respective Experience platforms to help predict customer interaction outcomes. (Featured on DestinationCRM.com.)
The Virtual Observer acquisition comes as Five9 continues to accelerate enterprise cloud contact center adoption.
Latin American outsourcers need to provide mare value for clients to remain competitive, Frost & Sullivan contends.
The use of artificial intelligence in contact centers is expected to generate nearly $3 billion by 2024, new research suggests.
The global conversational artificial intelligence market is expected to reach $15 billion by 2024, new research suggests.
NICE also launched NICE Employee Virtual Attendant (NEVA) Unlimited, a complete RPA solution. (Featured on DestinationCRM.com.)
Avaya and Afiniti pairing yields Avaya AI Routing with Afiniti AiRo
Messaging and customer service bots are expected to be high priority for contact centers through 2022.