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.

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Modern Contact Center
Powering Enhanced Customer Journeys

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.

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Featured eBook

How AI Will Transform Contact Center

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.

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Featured Webinar


Why Your AI Contact Center Will Never Be the Same: Chatbots and the Rise of Digital Labor
on-demand
With: Jim Lundy

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Complimentary Infographic


The Evolution of Contact Center

 

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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.

 

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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.

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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.

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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.

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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.

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Which Is Growing Faster: Customer Support Systems or Our Expectations?

With the recent growth in AI technologies, basic customer service and support systems are shifting to intelligent contact centers. This blog explores the growing market as well as the growing customer expectations.

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Avaya ENGAGE Latin America's Theme: Shifting to the Intelligent Contact Center

Avaya is investing heavily in AI and the shift to the intelligent contact center. ICCs leverage knowledge about the customer to ease processes and recognize problems faster.

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