Communications provider Mitel Networks Corp. today is rolling out a new artificial intelligence-powered customer experience platform to help businesses optimize customer interactions by integrating with existing communication tools.
Tag: Customer Experience
Over the past two decades, the contact center industry has promised capabilities that will significantly improve customer experience. This is important because CX is now the top brand differentiator, with many consumers switching loyalties because of a single bad experience. Though it’s true that the contact center providers have delivered new capabilities such as omnichannel communications, self-service tools and more, consumer satisfaction with contact centers remains low.
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Can generative AI enable contact centers to deliver on their promise?
Customer experience improvement remains a top initiative for business and information technology leaders. The stakes are high in CX. My research has found that 95% of companies now compete on CX and, last year, two-thirds of millennials admitted to switching brands because of a single bad experience. Contact centers and the customer experience professionals who staff them are the unsung heroes of many businesses.
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NICE customers provide best practices for adopting AI in the contact center
Customer Contact Week, being held in Las Vegas this week, has evolved from focusing on hard-core contact centers to a broader customer experience event. This aligns with the contact-center-as-a-service or CCaaS providers’ direction, where their products have expanded beyond the traditional agent to other customer-facing roles.
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Five9 integrates with Salesforce to evolve into a CX platform
Contact center market leader NICE Ltd. used the recent Enterprise Connect show to add to its artificial intelligence portfolio with the release of Enlighten XM (Experience Memory), which adds AI-infused contextual memory to the contact center.