Prepare for a cognitive company with AI software!

Around the world, there are numerous jobs that require human beings, be it for creative or consulting tasks, or issues requiring intuition and contemplation. In these cases, AI software can only be helpful by diagnosing circumstances and supporting human labor. Experts are in agreement that cognitive software will influence modern digitization in a similar way to how steam engines impacted industrialization. According to the IDC, more than half of all company software applications will be equipped with artificial intelligence in the course of 2018. Read More

Why Traditional Chatbots Will Not Stand a Chance

Enterprises primarily look for simple and low-cost options to offer their clients online services that make use of conventional chatbots (also referred to as ‘virtual assistants’). Instead of saving, in most cases, the expenses rise as the chatbots initially have to be ‘trained’ via so-called ‘dialog scripts’ in order to be put into operation. Those scripts have to be programmed manually! In addition, it is proven that traditional chatbots neither prevent further inquiries nor do they achieve favorable customer experiences. Rather, there is a high possibility of doing oneself a disservice by using chat robots. In light of smart speech assistance, such as SIRI or CORTANA, growing skepticism about their sustainability is valid. Read More

Artificial Intelligence: Linking Businesses and Customers

Comprehensive ‘Information of Everything’ is about all imaginable IT-related issues, from self-learning software, discrete agents and automated objects to innovative apps and services, furthermore providing a platform for the Internet of Things. Gartner’s riveting predictions and analyses for the current year’s end include a future digital world based on Artificial Intelligence algorithms and smart machines that are able to facilitate a ‘harmonious relation’ between businesses and their clients. Read More

Digital transformation for the last mile of customer experience

Customer-facing processes and operations have one moment of truth that moulds the customers’ perceptions. You will ask yourself whether it’s when first contact is made with your business or whether it’s the last memorable chain of interactions. Or perhaps it might be somewhere in between the two, along the line of contact between your business and the customer. Read More

What drives omnichannel?

Many of the customer service leaders with whom I have spoken in the last year realize they have a significant ground to cover for their contact centers to be prepared for omnichannel. Many are in catch up mode- as soon as they implement the latest channel into their business process another communication channel begins to take on prominence. What’s driving this continual shift? Read More

Ready, Set, Go: The Digital Transformation Race

The advent of the Third Platform (Big Data, Social, Mobile, Cloud & Analytics) has generated predictions of increasing innovation, accelerated disruption and broad application adoption. Many of them have come true, but the years ahead are about more than just keeping astride of the growth of third platform technologies. Instead, businesses need to keep their survival in mind. The ability to stay competitive and prosper is not guaranteed by simply embracing the benefits of third platform technologies or even putting the consumer first. One thing is certain: information management is one of the must-haves for a digital transformation strategy. Read More

Top 10 Gartner Strategic Technology Trends - Let us take a closer Look

Not long ago, Gartner Incorporated presented the top trends in technology among most organizations. The findings were released at a 5-day Gartner event in Orlando, FL where the leading minds in the industry met to discuss the year ahead. A strategic technology trend, by Gartner standards, is one that impacts the organization where it is utilized significantly. And by “significant impact”, they mean that the technology trend tends to unsettle the end-user and the business. These trends require significant capital investment, but they also expose businesses to the risk of being late adopters. In this way, the goals, objectives and missions of organizations need to be reconsidered. Read More

The Rise of Text Analytics in Contact Centers

Today businesses compete for domination in the digital domain. Customers expect good customer service; many businesses fall short because their digital communications are stranded in the past.  It' a safe bet that almost all contact centers in North America provide telephone support. However, there is little doubt about the customer demand for other channels, such as social media and e-mail. These are requirements for the contact center of the future. Read More

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