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Trends in Contact Center Automation

October 13, 2021

Via: No Jitter

The contact center industry is grappling with the best way to use automation to address the volume issues prompted by increased demands from consumers and businesses. Contact center executives have learned to understand how automation works, but now comes a trickier challenge: Strategically and successfully deploying automation in customer experience (CX) that doesn’t forget the human.

A panel of contact center executives from Avaya, Genesys, Five9, NICE, and Talkdesk joined Sheila McGee-Smith, founder of McGee-Smith Analytics, and fellow No Jitter writer, during a general session at Enterprise Connect 2021 to discuss how speech and machine learning technologies have already changed the level of automation in contact centers.

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