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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Special Report

The proliferation of the people-centric model of collaboration in large enterprises means offerings are evolving to take into account the communication channels and technologies that people increasingly want to use.

In many ways, contact center providers have facilitated the shift to a people-centric approach by offering users different ways—from laptop to smartphone, and from phone call to live chat—to reach out for engagement and support.

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Complimentary Infographic

[Infographic] The Evolution of Contact Center

With the maturation of artificial intelligence technologies comes the evolution of the contact center. Read the full infographic for an overview of the transforming market.

Intelligent Contact Center Research

Hot Vendors™ in Intelligent Contact Center, 2018

Hot Vendors™ in Intelligent Contact Center, 2018
September 5, 2018

Summary: 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. Read More >

Intelligent Contact Center, Powered by Modern AI

Intelligent Contact Center, Powered by Modern AI
July 9, 2018

Summary: 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. Read More >

Intelligent Contact Center Blogs

Enterprise-Connect-in-Three-Words

Enterprise Connect in Three Words: Cloud, UCC, and Contact Center
March 25, 2019

This blog provides three key things we observed at Enterprise Connect, in regards to major developments in cloud, UCC, and intelligent contact center. More than any other area, the race to add AI to contact centers was a popular discussion at EC19. Read More >

Genesys G-Summit 2018: Innovation at the Front

Genesys G-Summit 2018: Innovation at the Front
September 12, 2018

The Genesys G-Summit in San Francisco emphasized a "no channel" approach, leveraging intelligence in contact center, and the shift toward a positive view of customer support. This blog highlights the event's key takeaways, including Genesys' CX Heroes launch. Read More >

voice biometrics blog

Are Voice Biometrics Ready for Primetime Authentication?
January 24, 2019

How can call centers and potential victims protect themselves against synthetic speech fraud? Analyst Adrian Bowles delves into the ins and outs of voice biometrics and if it should be part of an authentication process. Read More >

Google Enhances Dialogflow for More Intelligent Contact Centers

Google Enhances Dialogflow for More Intelligent Contact Centers
September 26, 2018

First Cut: The introduction of Google Cloud Contact Center AI was one of several AI announcements at Google Next 2018. The solution includes Dialogflow features and integrates with several major contact center providers. Read More >