Digital Customer Experience

As IT and business leaders are faced with transformative changes in the workplace, data will be incredibly important to help guide decisions—and management tools deliver the data. Consider that only 12% of companies plan to fully return to the office following the pandemic (most will...

Very few companies have fully realized the power of using a common platform for employee and customer interactions. Yes, Metrigy’s research shows that 62.8% of organizations have integrated their UC and contact center platforms—61.9% of those using the same provider. This clearly indicates most IT and...

Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19 pandemic, contact centers have seen a surge in activity....

The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to delivering competitive customer service. The challenge is customizing a well-funded strategy to leverage the types of...

CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses a variety of applications, and it may be challenging to convince internal stakeholders of AI’s...

In an unexpected turn of events, IT teams were faced with an unthinkable challenge in March 2020. They raced to move agents to home offices practically overnight—and in large part, were successful in doing so. After several months of operating in this new workplace, customer...

Customer experience (CX) leaders have been turning to technology to improve customer interactions for years. But those initiatives accelerated and became transformative in 2020, as agents moved to their home offices and interaction volume increased or became extremely volatile, according to our Customer Experience Transformation:...

Customers are relying more on digital channels to make purchases, research products and get advice. So, it's not surprising that by 2025, more than half of all customer interactions will rely on self-service portals. It's important for CX leaders to focus on delivering customer self-service benefits,...

What’s the news? Avaya has added conversational AI capabilities, using Google Cloud Dialogflow CX, to its OneCloud Contact Center-as-a-Service (CCaaS) and Communications Platform-as-a-Service (CPaaS) offerings. From a high level, these AI features make virtual agents more effective by addressing increasingly complex questions or issues without the...

There is no shortage of customer experience technologies that organizations can use to improve contact center agent skills and, by extension, customer experience. But budgets are finite and executive demands can often be urgent. By the end of 2020, 26.1% of organizations will have a customer...

I have talked to hundreds of contact center leaders who scoff at the suggestion that they consider moving to a cloud platform, or at least using cloud-based applications. And I understand their issues. You can’t flip a switch on a large, complex, customized on-premises contact center,...