Category: AI.

Over the past three decades, our organisation has witnessed significant advancements in customer experience. The adoption of advanced technologies has enabled organisations to transition from reactive to proactive customer engagement strategies.

The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024.

Amid the intense competition of today's market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle.

By Craig Smith, CX Automation Manager and Damian Copeland, COO.While artificial intelligence (AI) has been around for nearly 50 years, adoption rates are accelerating across every business sector as the hype around generative AI (GenAI) spurs investment.In the contact centre space, many operators have already implemented AI technology in some guise to support better engagement and enhance customer experience (CX).

By Martin Cross, CTO at Connect.

The journey to GenAI in the contact centre requires careful planning and implementation. The desire to leapfrog the AI lifecycle and invest in relatively expensive GenAI capabilities without first putting the fundamental building blocks in place can result in unsuccessful and costly AI implementations.