Intelligent Contact Center
The Modern Contact Center
In an era of digital transformation, yesterday's communication methods—such as traditional voice response systems—can't keep up with the needs of the digital enterprise or the rising customer demand for personalized, consistent journeys.
Contact centers are evolving into AI-enhanced intelligent contact centers (ICCs) to enable faster interactions, deeper insights, and seamless experiences for both customers and customer service teams. As the primary interface between a business and its customers or prospects, providing a positive contact center experience is critical to ensuring customer satisfaction, acquisition, and retention.
We advise our clients on how to get started with an intelligent contact center by focusing on specific priorities and business outcomes.
Powering Enhanced Customer Journeys
The customer journey is essential to future-proof the customer experience, and with customer loyalty earned on each and every interaction, enterprises can't afford to skip out on modern contact center capabilities.
AI chatbots (or what we refer to as conversational AI), embedded with natural language processing (NLP) technologies, are increasingly becoming the first touchpoint a customer has with a business. Additionally, machine learning, sentiment analysis, and content analytics can provide deeper insights into customer experiences. Read this report to learn how AI will transform contact centers.
How Is AI Transforming the Contact Center Market?
For contact centers, it has become increasingly important to integrate various modes of communications and the technologies that support customer journeys. In an era of increasing user expectations, AI is a key enabler for faster outcomes within the contact center.
Download your complimentary eBook to understand the key trends driving the evolution of contact center and to learn more about which AI-infused processes to look for when evaluating contact center providers.
The Aragon Research Globe for Intelligent Contact Centers, 2019
This research note examines 13 major providers in the Intelligent Contact Center market that is in the midst of a transition from traditional offerings to AI-based ones.
Hot Vendors in Intelligent Contact Center, 2018
This research note overviews the key trends impacting the evolving contact center market and discusses three providers that are enabling integrated experiences, faster time to resolution, and accelerated business results.
Intelligent Contact Center, Powered by Modern AI
Contact center performance directly impacts the customer experience, and AI-backed contact centers enable faster, personalized, and more accurate interactions, while lowering costs and providing deeper insights for the enterprise.
Serenova Buys Lifesize: From Contact Center to UCC
In this blog, we examine the merger in more detail and offer an analysis of what it may mean for the unified communications and collaboration market.
Why Did Contact Center Provider Five9 Acquire Virtual Observer?
In this blog, we explore the details of the sale and what it may suggest about the intelligent contact center market more generally.
Cisco Announces Intent to Acquire CloudCherry
Cisco announced its intent to acquire Customer Experience Management provider CloudCherry to enhance its Contact Center portfolio. CloudCherry’s offerings include customer journey mapping, predictive analytics, and integrations.
Intermedia Acquires Cloud Contact Center Provider Telax
Last week, on August 12th, 2019, unified communications as a service and business cloud email provider Intermedia announced the acquisition of Telax. This blog explains the associated opportunities and challenges.