As most of us know by now, contact centers and customer experience (CX) have become the cool kids on the block –many unified communications (UC) vendors have either pivoted to focus more on their contact center offerings or have been working hard to enhance their contact center capabilities in response to evolving customer needs.
Artificial intelligence, especially generative AI, and automation are generating all the buzz, but it’s important to recognize that most organizations still need to focus on their core contact center solutions and functionality. While not as sexy as AI, basic functions like the agent interface, channel options, and supervisor features are still important, with vendors continually updating their existing contact center products to meet customer needs.
