Blog: Automation and AI
Recent Posts
With technology changing and cybercriminals becoming savvier, preventing fraud-related issues is a continuous process for brands—one that demands a mix of human intervention and technology tools....
Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact...
Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but...
Consumers gravitate towards the cloud because it’s an easy one-stop-shop for information accessible from many devices. Similarly, businesses with large technology infrastructure and data,...
2019 was a year of change. Industries reinvented themselves, technology connected us, and politics swept the country. But more importantly we aimed to learn and grow with the world around us. We at...
For 2020, the implementation of contact center automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition. Technological...
IoT (Internet of Things) devices, products that are connected to multiple channels (think Google Home or any smart home device), are redefining how consumers interact with technology, just look at...
As customer service shifts toward automation and self service, new research from Forrester paints a picture of what the future contact center will look like. The call center as we know it is being...
Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid out the...
The benefits of cloud migration and cloud-based tools—faster deployment times, cost savings, scalability, true omnichannel and more—are clear for many contact center leaders. What&rsquo...