Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service.
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Beth Schultz, VP of research and principal analyst at Metrigy, explores how high-impact, low-effort, and perfectly personalized interactions can become the norm with virtual associates on the job.
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A growing number of attacks, along with the impact of AI, are creating urgency for security teams.
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By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
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A real-world story of customer service gone wrong illustrates how and why good data maintenance is foundational to any CX journey.
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In today’s fast-paced business world, companies are embracing AI capabilities and cloud-based services to enhance employee and customer engagement.
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In the contact center, the trend has long been clear: Cloud is the way forward.
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Beth Schultz, VP of research and principal analyst at Metrigy, demonstrates how AI in financial services is being leveraged for customer experience and how text and voice agents are delivering…
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It is clear now that we live in the age of AI. Companies are rapidly rolling out AI tools to support employees in a variety of ways, from coding to…
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As Microsoft holds its annual Ignite enterprise user conference in San Francisco, I thought it would be a good time to look at where Microsoft Teams sits today, and how…
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