[PODCAST] Running the AT&T Contact Center During the Pandemic w/ Mike Rajich
On a recent episode of That’s Genius!, we sat down with Mike Rajich, Director of Contact Center & CX Products at AT&T, to talk about his experiences with Five9 and what he predicts will happen in contact centers around the globe.
He believes we'll continue to see AI play a major role in our contact centers, augmenting some of the agents' experience since AI can better predict customers' needs - resulting in an overall better experience.
In the shorter term, however, the COVID-19 pandemic has just now forced some slow-to-adapt companies to adopt a cloud-first strategy.
Customers are needing the speed and agility that cloud provides. Proven by the speed at which customers and agents have moved to the cloud during these trying times.
Those factors — speed and agility — serve as major differentiators in the market. Plus, the cloud lets you maintain compliance with current regulations and a high level of security.
To learn more and listen to the whole interview with Mike, click here.