How long do you think it will be until virtually all tier 1 call center agents are replaced by AI bots? I addressed this a bit in my Machine Learning session at last year’s Business Communications Summit.
When it comes to social business, the bright spot for social is in the contact center for customer interaction, or social customer care.
Seizing Opportunities to Improve Infrastructure and Operations
A Thought Leadership Advertorial from Interactive Intelligence
Contact centers operated by the US federal government are stuck in the '80s and '90s. Literally, most of these centers still use wired PBXs and premises-based communications systems installed 20 or 30 years ago. They still segment communications channels and provide inefficient service for constituents. They also still require excessive IT budgets just for system maintenance, never mind updates.
A Thought Leadership Article from Interactive Intelligence
Smartphones, tablets, mobile information consumption, and mobile transacting. It's why more businesses are trying to develop the kind of mobile apps they believe their customers want. Yet with an estimated two-thirds of mobile customers needing to interact with a contact center agent at some point in the mobile service experience, there's often an abrupt disconnect.
October 16, 2013.
Ask anyone working in a marketing department and a contact center if this date means anything and you likely get a variety of responses.
For most, it was a date that was white boarded and preparations were likely started back in 2012 when the FCC made some changes to the Telephone Consumer Protection Act (TCPA) guidelines. For others, it may have been a mad dash as they were still caught flat-footed and needed to play catch-up.
So what changes did the Federal Communications Commission (FCC) implement on October 16, and what would the impact be?
ShoreTel has launched Enterprise Contact Center 9, an updated version of its contact center solution for enterprises. Enterprise Contact Center 9 is available from qualified reseller partners of ShoreTel.
At Dreamforce in San Francisco, Monica Girolami, Head of Marketing, North America, introduces us to NewVoiceMedia, a cloud-based contact center pro
Ryan Hollenbeck, Senior VP of Marketing, Verint, and Nancy Treaster, Senior VP & General Manager of Strategic Operations for Verint discuss its