Articles.

• Article

Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.

• Article

In the quest to deliver exceptional customer service and customer experiences (CX) that meet evolving expectations around digital engagement, operators must leverage digital transformation strategies to maintain a competitive edge.

• Article

Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.

• Article

Just like Software as a Service (SaaS) disrupted the enterprise application market, AI will create new business models that will challenge the status quo in various industries. In this regard, Microsoft CEO Satya Nadella predicted that an AI-driven Agents-as-a-Service (AaaS) model will replace SaaS.

• Article

Modern digitally-savvy consumers expect artificial intelligence (AI)-powered interactions across the customer journey when engaging with contact centres today, demanding natural, fluid interactions that closely mimic conversations and experiences with human agents.

• Article

Every contact centre operator running a legacy on-premises solution faces important decisions around their modernisation and cloud migration strategy, including Avaya customers.

• Article

As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky customer experience (CX) associated with legacy systems by embracing a cloud-based IVR modernisation strategy.

• Article

As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky customer experience (CX) associated with legacy systems by embracing a cloud-based IVR modernisation strategy.

• Article

Due to the influence that customer experience (CX) wields in winning and retaining the hearts and minds of modern-day consumers, businesses use multiple metrics to track, measure and quantify its impact.