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        Keith Dawson's Analyst Perspectives

        It often takes longer to adopt new technology in the customer service delivery environment than in other business areas. In fact, service operations are among the most efficient and well-organized processes (despite what consumers might think). Because both the processes and the technology that drive them are deeply engrained in many companies, many people resist large-scale transformation projects because of their disruption and the uncertainty of outcomes. 

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        Topics: Customer Experience, Contact Center, agent management, Customer Experience Management, Field Service, Intelligent Self-Service

        Verint’s November analyst conference was an opportunity to flesh out the strategies unveiled earlier in the year on AI deployment and on “Open CCaaS,” a moniker describing how contact centers are provisioned going forward. The company displayed notable progress, particularly in rolling out AI bots for numerous real-world applications. 

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        Topics: Customer Experience, Voice of the Customer, Contact Center, bots, agent management, Customer Experience Management, Intelligent Self-Service, Open CCaaS
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