AI and Automation are leading-edge, intuitive technologies for digital contact centers that eliminate mundane tasks and speed up resolutions of customer queries.
In today’s modern world, the latest digital technology has transformed every sphere of work and learning from conventional to technical. Digital transformation can be observed in contact centers wherein the application of the cloud-based approach has significantly improved the customer experience severalfold. Modernization solutions such as Artificial Intelligence (AI) enable organizations to transform a call center into an engagement center with intelligent insights to enhance efficiency. The global contact center intelligence market size was valued at USD 1.07 billion in 2019 and is expected to grow at a compound annual growth rate (CAGR) of 23.5% from 2020 to 2027.
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Eidsvik and his team has been working closely with the Australian government to improve citizen experience at contact centres. He summarises the biggest opportunities for public sector organisations:
Read more: 4 ways to improve government contact centres - Genesys
Aspect Communications Corporation, a provider of enterprise customer contact solutions,announced the results of the 2005 Contact Centre Trends Market Survey, a study conducted on behalf of Aspect by STRATECO GmbH, an independent contact centre research consultancy.
Read more: Customer Satisfaction is No.1 Goal of European Contact Centres