contact centre Archives

How AI and NLP are transforming the contact centre

By Christine Wong / Expert Blogger / March 5, 2020

In the 21st century, when contact centres function as the navigational cockpit for customer relations, many brands are turning to artificial intelligence and natural language processing to ensure the customer experience is as free of turbulence as possible.

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News / Customer Service /

Taking CX to the next level in your contact centre

By Vawn Himmelsbach / Editor / August 29, 2019

Tags: AI, contact centre, CX, UC

Gen Z isn’t going to sit on hold for an agent. But emerging technologies and increasing channel diversity are changing the face of traditional contact centres — which has the potential to dramatically improve the customer experience.

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News / Unified Communications /

UCaaS ramps up in contact centres

By Vawn Himmelsbach / Editor / April 4, 2019

Tags: AI, contact centre, DX

Channels that will transform the contact centre — and the customer experience — include virtual assistants, proactive automation, web chat, instant messaging and mobile applications. Here’s a preview of what’s to come in the next five years.

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How AI and NLP are transforming the contact centre

Taking CX to the next level in your contact centre

UCaaS ramps up in contact centres

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How AI and NLP are transforming the contact centre

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