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CCaaS Trends: The Evolution of Cloud Contact Centres

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In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

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2019 in Review: Conversational AI and Customer Experience Trends

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Facebook had only recently developed their chat function in 2008, which was really only used for communication between friends. When asked, 82% of enterprises agreed that intelligent voice capabilities will be a deciding factor in where consumers will take their business. AI and Agents: Better Together.

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