TechForum
These foundational ecosystems are the bedrock of AI readiness
AI cannot function effectively in data silos or without the interconnected systems that provide access to a customer’s full interaction history, says Tim North, global VP of strategy execution at Connect.
TechForum
Tight integration matters as contact centres unite systems of interaction and record
For decades, the contact centre has been defined by two distinct technology layers, each with its own purpose and pedigree, says Luyolo Dungelo, business services manager at Connect.
TechForum
Beyond omnichannel: How opti-channel strategies are transforming CX
The evolution from omnichannel to opti-channel represents a fundamental shift towards intelligent, data-driven customer engagement, says Dion Millson, head of AI strategy at Connect.
TechForum
Maximise AI’s impact on CX with data-first approach
A deep-dive co-analysis of the customer’s existing environment, operational metrics and unstructured data sets forms the bedrock of Connect's AI deployment strategy, says Greg Jarvis, head of customer success at Connect SA.