Keith Dawson's Analyst Perspectives

The Path to Generative AI to Boost Contact Center Agent Performance

Posted by Keith Dawson on May 16, 2023 3:00:00 AM

Artificial intelligence (AI) has become ubiquitous in discussions of contact center technology. Vendors are rushing to incorporate it into platforms and applications. And end users have understandably mixed feelings about where it makes sense to use and what its impacts will be. No one should be surprised that AI has arrived, especially for customer support: Software companies have been working on customer experience (CX)- -related AI applications for many years, and the fruits of those efforts have been gradually working their way into real-world tools, particularly chatbots. Solutions that help automate the self-service gateway to customer support are able to boost speed and efficiency in customer interactions, and this can lead to faster response times, reduced wait times, and improved first-contact resolution rates, all of which can have a positive impact on customer satisfaction and loyalty.

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Topics: Customer Experience, Contact Center, agent management, AI & Machine Learning, Intelligent Self-Service

Zoho One Reaching Needs of Larger Organizations

Posted by Keith Dawson on Sep 7, 2022 3:00:00 AM

Zoho presented analysts with a deep look at its strategy and roadmap at its July analyst conference, describing how it intends to meld its many business applications together through integration at the level of the platform. The company, which is privately owned and funded, has generally sought to build its own tools rather than buy or partner. This approach has allowed the firm to create a suite of tightly linked tools that share a common interface.

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Topics: Customer Experience, Voice of the Customer, Data, Customer Experience Management, AI & Machine Learning, customer service and support, digital business

Dialpad Stresses the Unity of UCaaS and CCaaS

Posted by Keith Dawson on Aug 25, 2021 3:00:00 AM

Dialpad provides contact center and business phone services, a market that is in transition due to a convergence of technologies and business conditions.

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Topics: Customer Experience, Voice of the Customer, Analytics, Collaboration, Contact Center, natural language processing, agent management, AI & Machine Learning