Clients and employees are constantly on the go. Modern life is fast-paced and busy. Many people have grown accustomed to quick communication and mobile device use, and expect service providers and businesses to keep up with them.
Artificial intelligence is the one of the most powerful tools that contact centers can get access to. With a wide range of benefits, implementing AI is the next step for many contact centers looking to upgrade their software and streamline their operations.
When end users are looking for answers to their issues, they often attempt to find the answers themselves before turning to others. In a report by Microsoft, titled the “Global State of Multichannel Customer Service Report”
Featuring commentary from Bryan Hoskins, Director of Service Management at Network Consulting Services, Inc.
Artificial intelligence, or AI, is one of the hottest trends in the current digital landscape with tons of hype behind it. Almost every business with a digital presence has plans to deploy some form of AI, whether it’s to streamline their business processes or help deliver a better customer experience.
In the world of business, the customer is king. Many businesses need to respond to changes in the needs and wants of their consumers, or else they will fall behind. Customer service is a critical part of a business’s success, with many businesses becoming shining stars in their respective industries due to the exceptional quality of their customer service.
Innovation is extremely important for CIOs, since it is the key driver for investment in IT Service Management. Innovation means the need to integrate new technologies that will make service management processes more efficient and effective.
In the year 2019 I published a metric called the 90/90 rule in my book One IT, One Business. This rule calls out the importance of automation and speed–two powerful allies in the advancement of ITSM. This rule calls for IT organizations to be 90% automated with regards to all tasks and business processes and to be performing these same important blocks of work 90% faster by the year 2025.
Innovation is the top priority of CIOs for the next ten years. Implementing and supporting new, advanced technology across the entire organization is crucial for the success of enterprises.
Omdia, formerly known as Ovum, is a leading industry analyst and consultancy firm based in London, England. As part of their annual Decision Matrix and Multichannel Cloud Contact Center Buyer’s Guide, Omdia evaluates top multichannel cloud contact center vendors based on the company’s technology, execution, and market impact.