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Bolstering Customer Experience

Author: Robin Gareiss, President & Founder

Nearly 70% of companies cite “improving customer experience” as the business goal of their digital transformation projects. Several technologies can help improve customer experience, both inside and outside of the contact center.

However, contact centers are the core for serving customers. Though most companies use voice and email from the contact center, new channels are emerging, including video, social media, and texting.

But other advanced technologies also are playing key roles in enhancing the customer experience. Although a small percentage of companies use these technologies today, they are showing the promise of innovative thinking for customer experience. The advanced contact center technologies include:

  • Team collaboration
  • Artificial intelligence
  • Internet of Things

This report covers key enabling technologies for digital transformation when customer experience is the business goal, as well as additional advanced apps.


Table of Contents
  • The Issue
  • Key Technologies
  • Technology Providers
  • Emerging Contact-Center Specific Tools
    • Team Collaboration
    • Artificial Intelligence
    • Machine Learning
    • Natural Language Processing
    • Sentiment Analysis
    • Internet of Things
  • Conclusion and Recommendations


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