Over the past couple of decades, since the birth of the web, automation of business processes has progressed at an exponential rate. Responding to public demand for services to be immediately available has been the difference between businesses thriving, or shutting down. One of the latest tools in the drive for organizations to automate and improve has been the recent impacts of machine learning techniques, known collectively (if incorrectly) as “Artificial Intelligence” or AI.more →
On Thursday 10th May, activereach hosted a webinar alongside its technology partner, Enghouse Interactive. The hot topic being discussed was how artificial intelligence (AI) and virtual assistants are being used to enrich the customer experience and their developing role within Contact Centres. It’s a topic that I feel really passionate about!more →
This month we share a blog from our Technology Partner Enghouse Systems on their 2018 Contact Centre Predictions.
How are Contact Centres going to evolve over the year? Will there be more focus on automation and self-service solutions? A change in the way we handle customer interactions?
The role of the contact centre agent will continue to evolve
We expect to see ongoing investment by businesses in self-service and automation solutions during 2018.more →