1/29/2024 0 Comments Digi key channelCCaaS-enabled service agents to work from anywhere and taking the burden of managing telephony off IT’s plate. The rush to move contact centers to the cloud during the pandemic was largely a telephony play. Just a few years ago, contact center meant call center, and almost always meant teams of agents sitting in rooms with hardwired telephony – but that definition shifted dramatically during the pandemic. Change 1 - from telephony at the core to CX automation at the core Verint’s vision of the future of CX (Customer Experience) breaks some of the traditional rules of the contact center, and the company will need to make the case for how its approach makes sense – and how Verint, its partners, and its customers need to change their thinking about CX and contact centers. Verint is calling its solution a next-generation CCaaS that is open for customers and partners, with a unified data hub at the core, and a team of Artificial Intelligence (AI)-powered specialized bots running across the contact center. Verint’s solution is a cloud-based bot strategy that can surround either an on-premise or cloud-based voice channel. Verint is betting on a vision of next-generation Contact-Center-as-a-Service (CCaaS) that focuses on bots to lower the cost of interactions, increase agent efficiency, and deliver better customer experiences.Īt Verint’s Fall Analyst event, Verint CEO Dan Bodner pointed to customer experience (CX) automation as the means to resolve the resource constraints faced by customer service operations.
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