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Industry Research : AI Dominating Customer Engagement Automation Strategies, Necessitating a Pivot to Open Platforms for Contact

#contactcenterworld, @Verint

A new Verint study reveals only 10 percent of contact center leaders believe telephony will have an impact on CX automation over the next 12 months while 53 percent indicated artificial intelligence (AI) and 23 percent said digital channels will be the driving forces behind their CX automation efforts.

The survey of 300 contact center leaders in the U.S., U.K., Australia and New Zealand, was conducted by Verint(R) (NASDAQ: VRNT) and sheds light on current and emerging contact center challenges. The report specifically looks at the critical role of openness, automation and AI in addressing how brands need to do more with less while simultaneously elevating CX. It evaluates the use of Contact Center as a Service (CaaS) solutions and their effectiveness in an era where AI is playing a starring role in customer engagement transformation.

The survey shows that first-generation, telephony centric CCaaS solutions are failing to create a more efficient contact center and under perform in three ways: 1) poor support for omnichannel engagement; 2) no effective mechanism for reducing administrative burdens on the contact center; and 3) engagement data isn’t leveraged or optimized.

In addition, 75 percent of survey respondents said they leverage CCaaS solutions for customer engagement. However, the survey results show that many leaders are not satisfied with the performance of their CCaaS solutions. For example, 80 percent of those surveyed felt that using AI, automation and bots for self-service and agent-assisted tasks are important features but less than half (41%) are satisfied with their current solutions. Along the same lines, 82 percent feel easy integration into third-party systems is important, but only 46 percent are satisfied with this capability in their organization.

"Our research underscores the imperative for contact centers to embrace openness in their technology platforms," says Verint’s Jenni Palocsik, vice president, marketing insights, experience and enablement. "The shift from telephony-first to AI-driven solutions is evident, and organizations that prioritize flexibility and innovation will lead the way in delivering exceptional customer experiences now and in the future."

Methodology

The survey was conducted from mid-October to mid-November 2023. Participants were selected from an invitation only, business-to-business research panel and were required to have a role of director, vice-president, senior vice president, executive vice-president or C-level executive. Their main job responsibilities had to be related to the contact center at organizations in the U.S., U.K. and Australia with contact centers having at least 500 employees.

#contactcenterworld, @Verint

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
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Today's Tip of the Day - Speech Recognition

Read today's tip or listen to it on podcast.

Published: Friday, February 16, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
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.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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