This week 8×8 Inc. held a financial and industry analyst event at the Nasdaq building in Times Square, and with a venue like that, one would expect something big. The company certainly delivered, going news-heavy today by loading up its product with several new artificial intelligence capabilities targeting customer experience improvement.
In a post-pandemic world, organizations are dealing with various challenges and strategic imperatives, whether it’s improving the customer experience (CX), boosting operational efficiencies, or automating business processes. These needs are driving investments in communications, collaboration, and contact center tools.
Dialpad Inc. Monday announced several new artificial intelligence capabilities for its contact center solution.
The new features fall under the suite name of “Agent Empowerment” designed to make contact center supervisors, managers and agents more productive by equipping them with tools that directly lead to better customer experience. CX improvement has been a top initiative for contact centers, since customer experience is now the top brand differentiator and many customer interactions begin in the contact center.
The pandemic has permanently changed the way people work, as well as the role that communication and collaboration technology plays in our lives. Clearly, the hybrid work model is here to stay post-pandemic. One vendor at the heart of this digital transformation is Avaya, whose roadmap for hybrid work involves an open platform that focuses on organizations’ current and future communication and collaboration needs.
Today’s high focus on customer experience is prompting many businesses to modernize their contact centers. As companies shift their communications to the cloud, it creates several challenges that did not exist when the contact center platform was on-premises. Smaller businesses are likely to purchase the telecom services directly from a contact center as a service (CCaaS) provider, but that’s not typically an option for large businesses.