TechSee has released the world’s first AI-powered visual recognition for contact centers, which identifies and detects problems with a product model via images submitted by the customer. The AI service sends an SMS link to the customer’s smartphone to submit the images while they are talking or waiting for a live agent.
According to Vice President of Product Marketing Liad Churchill, TechSee’s issue resolution is 95% accurate.
AI-driven functionalities are becoming increasingly effective in contact centers, offering real-time solutions and improving customer satisfaction.
Info-Tech’s position is that use of AI-assisted applications reinforces a shift-left service strategy, which improves quality of service delivery.
Source: Info-Tech Research Group, Prepare for Cognitive Service Management, 2018.
However, TechSee’s latest visual recognition technology has certain limitations. First, the customer needs more than one smartphone to submit the photos – it is hard for a broken smartphone to take selfies of itself!
Second, this technology is limited to visual recognition. TechSee did not release data on the percentage of calls received that apply to this area. Clients should reflect on their own call types to assess whether implementing similar technology will add significant value to the quality of service delivery.
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.