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.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.
On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.
On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.
On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.
On October 23, 2020, Verizon briefed its Contact Center Hub for SMBs. Launched October 1, Contact Center Hub is a hosted cloud service aimed at providing an easy-to-use multi-channel contact center solution for small- and mid-sized organizations. For SMBs that do not have a large customer base and only require the basics, consider shortlisting Verizon’s Contact Center Hub – especially if Verizon’s solutions are already being used in the organization.