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.
Aragon predicts that by 2021, digital labor will become a key feature of intelligent contact center offerings. This will force enterprises to plan for the ratio of human labor to digital labor.
Join this webinar on June 14th with Jim Lundy, CEO and Lead Analyst to learn and understand the trends driving the rise of the intelligent contact center (ICC).
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
Summary: This research note examines 13 major providers in a market that is in the midst of a transition from traditional offerings to AI-based ones. Read More >
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 >
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 Blogs
Intermedia Acquires Cloud Contact Center Provider Telax
August 20, 2019
Last week, on August 12th, 2019, unified communications as a service and business cloud email provider Intermedia announced the acquisition of Telax. Read More >
Avaya is investing heavily in AI and the shift to the intelligent contact center. Intelligent contact centers leverage knowledge about the customer so that the process can be amended and problems can be recognized sooner and solved faster. Read More >
With the recent growth in AI technologies, basic customer service and support systems are shifting to intelligent contact centers. Read More >
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 >