The shift to cloud-based Contact Centre as a Service (CCaaS) aimed to modernise operations. While this has introduced new front office capabilities, it has also resulted in a separation between the contact centre and other areas of the business. Customers now find themselves trapped in a front-end office optimised for speed of answering calls. Frustration …
Contact centres have long been the heart of customer service, essential for maintaining customer satisfaction. Traditional call centres relied heavily on human agents for all interactions. Now, AI adoption is revolutionising this landscape, transforming roles and seamlessly integrating front and back office operations for a more efficient and connected customer experience. How adaptation of AI …
Artificial intelligence is fundamentally reshaping the customer experience landscape, enabling brands to deliver faster, smarter, and more personalised interactions at every touchpoint. AI assists organisations in quickly resolving issues through virtual agents, providing dynamic recommendations, and delivering highly targeted communications. AI technology helps organisations anticipate needs, provide support in real time, and enhance personalisation in …
Today, customer experience (CX) is a crucial differentiator across industries, prompting businesses to continuously seek service improvements. AI technology is playing a pivotal role in transforming organisations across various sectors, with significant growth anticipated in AI-driven customer service through 2025 and beyond. According to Gartner, by 2025, 85% of customer service leaders will explore or …