Trends in CX automation that will shape contact center operations in 2024 CX automation covers a wide spectrum of solutions that improve contact center operations and aims to deliver CX excellence and allow businesses to gain a competitive edge
Read MoreNow is the time to migrate to a CCaaS platform In a 2023 forecast study of 1700 businesses worldwide, it was revealed that over 32% of businesses are using Contact Center as a Service (CCaaS), with another 42% using
Read MoreHow to optimize CX platforms to make your agents happy Agents are the most valuable assets in the CX industry as their integral to providing customers with high-quality CX. As the old saying goes, happy employees equal happy customers.
Read MoreWill generative AI models such as ChatGPT ruin automated CX? You’ve probably heard about ChatGPT and its competitors and how they’re transforming many businesses across industries—that’s been all the talk in social media in recent months. More than any
Read MoreThe two most common pitfalls of CCaaS migration that organizations need to watch out for Cloud technology serves to be a cornerstone that supports the future of business applications and like many operations that have transitioned to the cloud,
Read MoreWhat is next in cloud communications? Cloud communication technology solutions, such as CCaaS, are evolving at a rapid pace, with new features and technologies being integrated into an expanding ecosystem to improve CCaaS operations. This means organizations can accomplish
Read MoreProviding support to CX agents through better knowledge management With the constant evolution of contact center technologies, it is crucial for businesses to maintain up-to-date information to enable CX agents and systems to deliver accurate knowledge as and when
Read MorePromising strategies for delivering CX excellence through CCaaS operations CX is a key differentiator for businesses competing to acquire, retain customers, and gain an edge in today’s dynamic market. The average modern customer also expects fast, personalized, and seamless
Read MoreComparing key benefits and main challenges encountered when integrating NLP into CX delivery efforts NLP (Natural Language Processing) is a branch of artificial intelligence that enables computers to understand and process natural/human language. The use cases of NLP fit
Read MoreHow they stack up: Choosing between public cloud and private cloud for your CCaaS operation Cloud-based solutions have become a vital part of many businesses in recent times, especially those that rely on CCaaS (Contact Center as a Service)
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