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White paper: The Impending Contact Centre Disruption


Johannesburg, 02 Oct 2018
The Impending Contact Centre Disruption.
The Impending Contact Centre Disruption.

Contact centres have evolved constantly over the years - and now significant disruption is coming. Contact centres are moving away from agent-operated models to self-service set-ups incorporating IVRs and chatbots, which consumers prefer.

However, not all contact centres get self-service right, resulting in frustrating customer experiences and a default to human-led voice assistance. In fact, customers do everything they can to bypass the self-service menus as quickly as possible so that they can speak to a live agent.

This white paper discusses how conversational artificial intelligence, natural language processing and analytics - like that employed by Google Intelligent Contact Center - will disrupt self-service functionality within contact centres through improved customer satisfaction, richer experiences and reduced operating costs.

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