Category: eBook.

The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018.

With 70% of CX leaders rethinking their entire customer journey, this is the year of massive transformation. In this report, Zendesk reveals ten CX trends pushing the customer experience towards a smarter future.

Download the 2024 contact centre buyer’s guide for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about cloud contact centre deployment strategies.

Customers want choice, and a seamless customer experience (CX). It wasn’t long ago that digital transformation in the contact centre meant adding new channels, as well as cross-training agents or dedicating teams to certain channels. But today, it’s not just about channels;
it’s about how these channels facilitate a connected “fluid” experience.

To say that the previous three years have undergone a significant transformation would be an understatement. Commencing from the initial disruptive impact of the pandemic to the continuing economic unpredictability, enterprises globally have been compelled to substantially alter almost every aspect of their functions.

Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres.

If you’re not already exploring how to use intelligent virtual assistants in your contact centre, you soon will be. The case for enabling customers to complete interactions without speaking to an agent keeps growing.

When it comes to technology, seven years is effectively a whole generation. This paper draws on the experiences of experts to set out practical approaches to enable a more effective procurement process.