AI, Contact Center, Customer Experience

 

When To Introduce AI Into Your Contact Center

 

Alok Kulkarni, Forbes Councils Member

Nov 2022

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Summary An article by Forbes stating that AI should supplement the agents - NOT replace them. Some practical tips on how to introduce AI to a contact center. According to Gartner analysts, "by 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations.” [...]

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Contact Center Integration, Cloud-Based

 

How Small and Midsize Companies Benefit from Cloud Communications

 

Irwin Lazar, President and Principal Analyst, Metrigy

Aug 2022

 

Summary Integrated solutions deliver measurable cost savings, revenue, productivity, and customer engagement benefits. The research shows that those still operating on-premise, separate apps for contact center can achieve measurable benefits by adopting a unified, cloud-based platform for calling. [...]

 

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CRM, Service Cloud Voice

 

Salesforce Service Cloud Voice Demo

 

by Salesforce

Jul 2022

 

Summary With Service Cloud Voice, your telephony is now one with your Salesforce CRM. So agents get a better experience and supervisors get enhanced visibility across all channels, driven by AI insights on an intuitive console. Agents now have instant access to a complete view of the customer and better tools and insights. That way, they can close cases faster. And with access to Einstein intelligence, agents have the ability to work from a single source of truth — all on one integrated platform. [...]

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AI, Digital Transformation

 

From AI to digital transformation: The AI readiness framework

 

Jonny Holmström, Swedish Center for Digital Innovation

Umeå University

Jun 2022

 

Summary The article presents a framework to assist in the assessment of organizational AI readiness, that is, an organization’s ability to deploy AI technologies to enable digital transformation. Four key dimensions are explored: technologies, activities, boundaries, and goals. The AI readiness framework theorizes on the roles that AI can and will play in digital transformation. [...]

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Converesational AI

 

Improve Customer Experiences with Conversational AI

 

by Vonage

Jun 2022

 

Summary Natural language understanding engine is uniquely built to understand the complexities of everyday customer and agent voice calls. [...]

 

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Digital Transformation

 

The 4 Pillars of Successful Digital Transformations

 

by the Harvard Business Review, Nathan Furr - professor at INSEAD; Andrew Shipilov – INSEAD; Didier Rouillard – Quadient; Antoine Hemon-Laurens - Quadient

Feb 2022

 

Summary The authors outline four pillars of digital transformation: IT uplift, digitizing operations, digital marketing, and new ventures. Which pillar is the right starting point for your company depends on your context, needs, but also your digital maturity. Understanding what digital transformation means for established companies remains a daunting challenge. Leaders put in charge of a digital transformation feel pulled in many different directions, with competing demands. [...]

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Voice Analysis, Omnichannel, Custmer Experience

 

From speech to insights: The value of the human voice

 

by McKinsey. Yasmine Belkacemi – consultant; Damian Lewandowski - new capabilities manager; Maurice Obeid - partner; Eric Buesing – partner; Arpit Goenka - knowledge specialist; Vinay Gupta - senior knowledge expert

Jan 2022

 

Summary In a digital age, live voice contacts matter even more in providing a high-quality customer experience. New technologies make voice-data analysis easier to achieve, for lasting results. The evolution of the traditional call center into an omnichannel contact center has allowed companies to view the function less as a cost driver and more as an opportunity to provide strategic, experience-oriented customer care . [...]