Generative AI stole the show at AWS re:Invent recently, as it has at almost every other event this year. A really interesting wrinkle on this 2023 event trend: how generative AI will shape the future of contact centers “Pasquale DeMaio, VP of Customer Experience, Amazon Connect at AWS, gave one of the most interesting sessions about the state of contact centers, “What’s next in contact centers with Amazon Connect and generative AI.”
On Monday, December 4th, Bloomberg news service published a story about contact center vendor Five9, exploring a sale to Zoom. After that article, financial content service SeekingAlpha authored a story that Zoom was not interested in rekindling the relationship that almost happened two years ago.
The world’s largest technology show, GITEX Global, was recently held in Dubai. As was the previous case, Avaya invited a handful of analysts to be part of the 200,000 attendees to see the nearly 200 exhibitors from 170 countries. The event has always been a great opportunity to meet with Avaya executives, particularly on the international side, and the company’s customers and partners.
At the WebexOne event in Anaheim, CA, Cisco shared an AI strategy centered on the three pillars it has discussed for a while:reimagining work, building the best collaboration suite, and building the best device portfolio.
The contact center industry, which stood still for the better part of several decades, has constantly changed for the past decade and a half. Contact centers were once voice-only, on-premises deployments used for inbound customer service. Then along came the shift to multi-channel as businesses looked to add support for e-mail, chat, web, social media, and other forms of communications.