About the Author

James Wilson

James Wilson

James has 15+ years of experience in working with contact center software/telecom. He truly believes that an AI-powered omnichannel help desk solution can help the agents automate mundane tasks, perform quick research and remove silos for better customer service.

Other Posts

Digital Transformation: Improving Customer Experience (CX) by Empowering the Workforce

Over the past few years we have been hearing the terminology “Digital Transformation” but what does it mean and why does it have so many associations?

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Banks Need to Move from MultiChannel to OmniChannel With AI

Banks like in most other business, the customers are now more demanding than ever. With the rise of smartphones, Amazon’s Alexa, Social Media, and the growth of self-service options both online and at ATMs, there’s now an expectation that consumers should be able to complete major banking activities whenever and however they want. Banks are now under pressure to improve and offer more channels. But in today’s environment, simply having an online banking solution or self-service options in the contact center is not enough, and this is where banks that have not yet fully embraced OmniChannel need to do so.

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