I’ve been consulting in the telecommunications space for 25 years but have never seen so much activity as seen today. Clients have felt the pain and stress of COVID-19 on their contact centers and are now ready to reinvest in their technology to improve operations significantly. Whether it be enhancing remote worker features and functionalities utilizing artificial intelligence (AI) and chatbots to reduce call volume, or obtaining the most up-to-date capabilities, incorporating these technologies should help improve their contact center overall.
