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Article : Uncertainty Over AI Holding Back UK Industry Adoption

#contactcenterworld, @Avaya

The majority of businesses (70%) across the UK acknowledge that failing to get on-board with artificial intelligence (AI) now will cost their organisation for the next decade. In fact, just 17% of UK businesses have a fully implemented AI strategy. That’s according to a survey of business leaders in the UK conducted by Vanson Bourne and sponsored by Avaya Holdings Corp. (NYSE: AVYA).

Because of this worry around being left behind on AI, over half of UK organizations (55%) want to adopt more solutions integrating AI-based technologies, but are unable to achieve their aspiration due to knowledge gaps.

These knowledge gaps can partly be attributed to over a quarter (27%) feeling that they don’t understand AI because of inaccurate reporting on its capabilities. A fifth (20%) of respondents also claim that the over-reporting of AI scare stories is also leading to a lack of understanding.


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Even those organisations that have successfully navigated this potential stumbling block are held back by resource constraints; 35% of UK organisations lack the in-house skills to facilitate adoption. Given these challenges, it isn’t surprising that nine out of 10 UK businesses concede that their organisation has work to do if it is to get the most out of AI.

Gregg Widdowson, Customer Engagement Solutions Leader at Avaya UK and Ireland, said: "Many of our customers across the UK and Ireland come to us to discuss how they can deploy AI intelligently, and today’s research highlights the challenges UK businesses are facing. They are stood at a cliff edge looking down into the water wondering if they will sink or swim with AI."

"Not jumping in at all may be the most costly decision that they can make, but the decision needs to made very carefully. We often advise customers not to employ AI for AI’s sake. It can be tempting to see it as a means to simply save money over and above the more strategic ways in which AI can provide best-in-class business processes and customer experiences."

With customer experience more important than ever before, Widdowson suggests focusing on those applications of AI that can have a measurable positive impact on the customer journey as the best place to start. This means integrating AI into the contact centre.

UK businesses agree on this point; 91% of UK respondents said that effective AI can transform the performance of their contact centre. Indeed, 45% are at least half-way through their strategy for rolling out AI in the contact centre, with 96% using AI to some degree.

"AI can be so much more than chatbots," continued Widdowson. "It can also be used to employ guided help, by handing off interactions to the best equipped human agent by matching the agent to the customer based upon to behavioural pairing or sales data. Whatever the use case, the best lesson organisations can learn with AI is to make their initial excursion a very narrow one. By keeping the purpose of AI very clearly defined, the route to success will be quicker and more attainable."

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.fintech.finance


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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Today's Tip of the Day - Quality Of Service

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Published: Monday, July 22, 2019

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2021 Buyers Guide Automated Call Distributors

 
1.) 
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

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InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

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Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
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