Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Industry Research : Report Finds 42% of Australian Enterprises Lack Understanding and Skills for Artificial Intelligence

#contactcenterworld, @Avaya

Avaya (NYSE: AVYA) revealed that 42 per cent of Australian organisations lack understanding of artificial intelligence (AI) technology, while 42 per cent don’t have the in-house skills to facilitate adoption, exceeding global averages of 37 and 37 per cent, respectively.

The findings, part of the AI in the Contact Centre 2019 report, conducted by Vanson Bourne for Avaya, indicate 80 per cent of Australian enterprises recognise that failing to get on-board with AI now will cost their organisation for the next decade. In fact, 90 per cent identified AI as one of the most important technologies for 2019. These figures reflect Australia’s digital maturity, with the nation typically regarded an early, eager adopter of emerging and advanced technology.

However, the willingness of Australian enterprises to become front-runners remains inhibited. Of those 42 per cent of organisations which lack understanding about AI, just over a third (36 per cent) believe this is due to inaccurate reporting on the capabilities of AI, whereas 31 per cent are confused between ‘real AI’ and ‘television/movie AI’. Furthermore, 45 per cent said over-reporting of AI scare stories is leading to a lack of understanding, significantly higher than the global average of 28 per cent.

These shortcomings may be the consequence of AI strategy; only 24 per cent of Australian enterprises have a fully-implemented AI strategy.

"This research demonstrates that the willingness to be digitally-advanced does not necessarily correlate with the extent to which AI-based projects have been completed to date," said Peter Chidiac, Managing Director Australia and New Zealand, Avaya.

"While pop culture is largely focused on dystopian examples of AI, the reality is that use cases are little more than nascent. Although our Australian enterprise customers – including leaders in financial services, logistics, retail and healthcare – have delivered successful AI projects, many conversations are still focused on establishing pragmatic strategies focused on smaller wins, not company-wide overhauls."

Although the report exposes the shortcomings of local enterprises, the research revealed there are positive signs ahead. Almost all (98 per cent) of Australian respondents claim to be using AI to some degree in the contact centre, and the vast majority (91 per cent) are realistic about their current position, conceding their organisation has progress to make if it is to capitalise on AI. As it stands, 50 per cent of those deploying a form of AI are only halfway through their projects.

"We are seeing AI being used in limited capacities and for point solutions, such as chatbots and natural language speech processing," said Chidiac. "Ultimately, I believe that an enterprise-wide AI ‘engine’ will fuel the use of this advanced technology across all aspects of customer engagement. This will then unlock the true potential of the omni-channel dream."

Vanson Bourne also found:

• 59 per cent of Australian enterprises feel their organisation wants to adopt more AI, but does not know how to achieve this;

• 52 per cent believe their organisation is not able to effectively use AI in any part of the enterprise;

• As AI becomes more prominent, 83 per cent will need to look for more third-party support to plug gaps in internal resources or skills.

The AI in the Contact Centre 2019 report surveyed 2,800 business and IT decision makers globally from enterprises with more than 1,000 employees.

#contactcenterworld, @Avaya

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


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.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Games Trainers Play

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

Published: Monday, September 9, 2019

Printer Friendly Version Printer friendly version

2023 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...
 1464 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =