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How AI Will Change the Nature of Contact Center Work

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. Or that senior executives are enthralled with the possibilities for enhancing products and services, automating routine tasks and improving decision-making. While organizations forge ahead with plans […]

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Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way to contact customer service was by calling… from your landline. We’ve come a long way and today the typical contact center now supports an average of nine communication channels between voice, […]

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Imagining The Possibilities With AI

“Remember that AI is not going to just run on its own. You need people involved for the ‘human- assisted learning’ to determine how to act on the insights and opportunities the system discovers.” Artificial intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, […]

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“Unleash AI’s Power to Elevate Customer Experience” recommends Altitude Software at MECC 2018

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that it is joining the Middle East Contact Centre and Customer Experience Conference to be held in Dubai from April 24 to 25, 2018. As most countries in the MENA region have embarked on a range of reforms to diversify […]

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AI: Streamlining Contact Center Technology

“Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for growth.” It is hard to believe it now, but artificial intelligence used to be nothing more than a futuristic dream. It was portrayed in old movies as the vehicle that would completely change the world […]

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Blending AI With Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […]