Add to Favourites
To login click here
As competition for customer retention and loyalty intensifies, businesses are looking to contact centre transformation as a way to establish a point of strategic differentiation. The shift to a future-ready contact centre is being driven by the phasing out of on-premises legacy solutions, the need to integrate channels, and the democratisation of technology through more affordable access to advanced contact centre solutions in the cloud. These solutions include AI, machine learning, NLP and sentiment analysis, which can be used to pre-empt customer needs, automate customer interactions, enhance performance metrics and streamline the overall customer experience.