At Enterprise Connect 2020, Elcenora Martinez (Vice President of AI, Genesys) briefed on Genesys’ “experience as a service” for contact center. This solution is powered by Genesys’ AI event-driven orchestration, which delivers proactive and personalized experiences for customers. Key capabilities of this service include:
Source: Genesys' Experience as a Service.
Accessed: September 14, 2020.
Multiple contact center as a service (CCaaS) vendors at Enterprise Connect sought to showcase how they are leveraging the potential of AI-driven technologies to enhance customer experiences. Genesys, a market leader in this space, was no different. Indeed, it may be that 2020 is the year that table stakes of contact center solutions rose a bit higher. To compete as a market leader in this space, predictive analytics are fundamental offerings and form the basis of sentiment analysis, enhanced skill-based routing, and neuro-linguistic programming (NLP).
Of course, success is dependent on how good the data that goes into the system is. Info-Tech’s Build a Robust and Comprehensive Data Strategy ensures that organizations have a solid foundation for unlocking the value in their data. This includes identifying the key business drivers for executing your optimized data strategy, building compelling use cases, and articulating the vision, principles, and goals for your data strategy. When combined with your contact center solutions, your agents can be more productive and the customer experience will improve.
On May 24-25, Informatica held its annual conference in Las Vegas – the first time “in-person” since the beginning of the COVID-19 pandemic.
Custom application development is a strategic differentiator in the digital economy. Organizations need to make good decisions on how to insource or outsource that development or they risk bad software … and worse results.
This note highlights the top three trends to watch for in the 2022 UCaaS marketspace: AR/VR digital workspaces will see sustained investment; UCaaS and customer experience management technologies will continue to blend; and speech functionality will become more sophisticated through AI-driven technology.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
On October 6, 2021, Front briefed Info-Tech on their latest product functionality and roadmap, alongside their growth in the EMEA region. Front – a unified customer experience platform provider – offers a centralized communications hub that enables the fluid interchange of information for both internal and external communications.
On October 8, 2021, BlueJeans by Verizon announced their “Next-Generation BlueJeans” suite and partnership with Google Glass. The Next-Generation suite ties BlueJeans Meetings to two new products: BlueJeans Spaces and BlueJeans Collab Board.
Vijay Sundaram, Chief Strategy Officer at Zoho, describes a major release of new apps and services focused on enabling hybrid work.
Automation is not a silver bullet solution to your workforce productivity challenges. Optimization and automation (optimation) must be used together to remove root cause inefficiencies and best use the features and capabilities of your automation solutions.
At its fifth annual Zoomtopia conference, Zoom announced a wide range of innovations and upcoming products, including feature improvements for Zoom’s core videoconferencing platform; expansions for Zoom Phone and Zoom Events; and the introduction of Zoom’s Video Engagement Center.