The age of machine customers is on the horizon, but more planning work has to be done.
A platform approach to AI reduces the cost and risk to organizations deploying it.
AI has great potential to improve CX, but it has to be properly implemented, integrated, and managed.
Agentic AI in contact centers is enhancing service delivery, improving operational efficiency, and redefining the role of human agents.
AI won't replace human agents; more technology doesn't always mean better CX; customer don't only want digital channels, and the human element remains critical for customer satisfaction.
Ensure consistent, high-quality service that strengthens customer loyalty and drives growth. (Featured on DestinationCRM.com.)
Contact center-as-a-service is a highly competitive market with 200-plus global vendors aggressively vying for business. (Featured on DestinationCRM.com.)
Contact center interactions are getting clearer with new technologies. (Featured on DestinationCRM.com.)
Customer service leaders take primary responsibility for AI but face barriers to success, Gartner finds. (Featured on DestinationCRM.com.)
Customer service leaders must evolve with changing customer expectations, Gartner finds. (Featured on DestinationCRM.com.)
Technavio sees huge benefits in contact center chatbots and intelligent virtual assistants, which is fueling industry growth.
Valuates expects the interactive voice response software market to grow by nearly 5 percent over the next five years. (Featured on SpeechTechMag.com.)
AI chatbots are expected to grow at a CAGR of 27.8 percent over the next seven years, according to Meticulous Research. (Featured on DestinationCRM.com.)
Research firm MarketsandMarkets has projected the worldwide emotion artificial intelligence market to grow at a compound annual rate of 21.9 percent over the next six years. (Featured on DestinationCRM.com.)