Call centers are filled with processes. I call them their life blood, since I doubt a contact center could even work without them. Unfortunately, many of these processes are labor intensive. Fortunately, emerging workflow automation technology offers an opportunity to transform the contact center operation into a smooth running, less process intensive machine.
As I say “good bye” (and “good riddance) to 2020 I was wondering how the business impact of the pandemic will affect IT spending strategies in the coming year.
Customers want easy access to answers and service. Sometimes automation is just the ticket. With Virtual Assistant you can use the latest AI based technology to easily understand what customers want and provide it, quickly and without the use of a human agent.
Thanks to technology, CX professionals have the tools available to overcome these challenges for a successful new year. Here are 3 tips to help you stay ahead of new consumer demands in 2021:
Insurance providers already on the Five9 platform are more than equipped to handle customer service issues with key support from our intelligent software. Here’s why:
On Dec. 8th at 11 AM PST, we will host our annual live fireside chat with Rowan Trollope and Sheila McGee-Smith. Our industry experts will look ahead to 2021 and reveal 5 major contact center predictions that will help your enterprise thrive in the new year.
Practical AI’ means - no hype. No buzz words. No jargon. No false promises. Just tangible, accurate business results for companies of any size or scale.
The benefits of AI in the contact center are endless. Not only does it reduce contact center costs and greatly improve efficiencies, but it can enable your agents to not to lose sight of what’s really important in the contact center: customer care.
A colleague and I were recently discussing automated communications at scale and the conversation shifted into the difference between communication platform as a service (CPaaS), robotic process automation (RPA) and Workflow Automation. On the top level these terms felt very similar but once we drove into the definitions and their use cases it was eye opening in how these systems work together within a modern communication technology framework.
“Organizations are spending $275B a year as an industry to deliver an experience that a lot of times, most people don’t like. That feels like an opportunity to me.” These are words that you want to hear from your CEO.
