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.

Guest Blog: “Zhuzhing Up” Humans in the Contact Center


Researchers predict that machines will perform more than half of current workplace tasks by 2025, up from 29 percent today. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past.

Contact Center of the Future: 5 Essential Investments


As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? CX and Contact Center

Using AI in Contact Centers to Create Better Customer Engagement


If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. And that is why you see market research predicting a CAGR of nearly 60% in the global AI market by 2025.

AI Customer Service: Today’s Most Transformative Technologies


billion worldwide by 2025, with a CAGR of 22.9 Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Contact Center workload management.

5 Trends Set to Define Next Generation Customer Experience in 2019


Customers essentially want a single point of contact. Servion has predicted that by 2025, some 95% of customer interactions will be powered by AI.

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Make Sure your CX is Switched on During the Big Switch-Off


In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025, forcing all customers to shift to IP-based VoIP (Voice Over IP) and SIP (Session Initiation Protocol) telephony services.

The Power of AI to Drive Change


The World Economic Forum predicts that digital transformation will provide economic value to business and society that will top $100 trillion dollars by 2025. There is no doubt that AI has the power to drive real change in the contact center and beyond. CX and Contact Center

3 Predictions about The Future of Customer Experience


So we gathered insights from a variety of Avaya customers, visionaries within our own organization, and industry analysts to piece together a picture of what the future of customer experience will be in, for example, 2025.

The shift from cost center to OPPORTUNITY center

NICE inContact

In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized. The evolution to opportunity center?. Advantages of the Cloud Call Center Best Practices Customer Experience

Step up Customer Assistance with Live Video Support


With Goldman Sachs predicting that AR will be an $80B market by 2025, it seems that more and more forward-thinking companies will be implementing live video interactive assistance. Drives contact center and operational excellence:reduces truck rolls, lowers NFF returns, improves FCR.

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Conversational AI and Customer Engagement – What are the experts saying?


Both conferences had dedicated tracks on Conversational AI and the contact center and were attended by analysts, technologists, vendors and industry practitioners. 1 in 4 contact centers could be fully automated in 5 years. Ovum, the leading research and consulting firm, predicts that over the next 5 years 25-35% of contact center interactions could be fully automated and handled without the involvement of a live agent.

Augmented Reality Remote Assistance – The Complete Guide


Augmented Reality remote assistance takes this concept further by using AR and streaming videos to link the contact center and headquarters to the customer’s home or the field where the work is being performed, enabling agents to remotely solve hardware issues – seamlessly bridging the physical and virtual worlds. Watch how the employees of global electronics conglomerate Samsung responded to the implementation of AR remote assistance in their call centers.

The Nightmare After Christmas: ‘Tis the Season for Augmented Reality for Retailers


The technology is being adopted quickly, with Goldman Sachs predicting that AR will be an $80B market by 2025. Manufacturers and retailers are testing AR solutions right now to solve the following challenges: Unboxing Despite of the growing availability of unboxing videos – YouTube reports an increase in product unboxing video views by 57% in one year – customers are still calling the contact center for assistance with device installation and operation.