Application Ecosystems and the Future of the Contact Center


Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service.

Smart Home Support – 4 Key Technologies to Simplify Service


Smart Home technology is expected to become a $151.4 billion market by 2024. Here are 4 key technologies – already widely used in other industries – that can help consumers enjoy independent, effortless, frustration-fee service and support. Leading manufacturers are already making use of this technology. Visual Assistance takes troubleshooting to the next level by allowing the contact center system to see the customer’s environment.

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Emotion Analytics is at the Heart of Customer Experience Innovation


CAGR, and the size of the global market will reach $2,420 million by 2024, up from just $140 million in 2019. The technology can also be used in fraud prevention, analyzing the unique vocal characteristics that may indicate dishonesty or concealment of information.

Customer Service Trends 2020


In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Explosion of virtual contact centers. billion by 2024, up from $220 million in 2019.

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GCOM Part of the Growing Gamification and AI Market

CSM Magazine

Market Research Future reports an estimated CAGR growth for AI of 37% by 2024. The new technology utilizes real time AI and Gamification to improve CX agent efficiency and engagement. It offers customized voice, data and technology solutions from top providers.

Smart Home Experience should be Simpler – Consumer Survey


Driven by growing consumer demand for convenience, safety, security, and lower energy costs, the smart home technology market is growing steadily. For smart devices to gain wider adoption, however, suppliers must focus on removing any technological challenges that may cause friction for customers. Despite this clear preference for self-service, however, 16% of consumers still end up calling a contact center for smart home support. billion by 2024.