Category: AI.

By Martin Cross, CTO at Connect.

The journey to Gen AI in the contact centre requires careful planning and implementation. The desire to leapfrog the AI lifecycle and invest in relatively expensive Gen AI capabilities without first putting the fundamental building blocks in place can result in unsuccessful and costly AI implementations.

The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018.

Download the 2024 contact centre buyer’s guide for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about cloud contact centre deployment strategies.

As consumer behaviours shift and personalisation becomes expected, we look at how utility companies can transform the customer experience.

Countless companies rely on contact centres to service customer queries and generate sales revenue. The contact centre is an established institution but there is an ongoing change in the technology that underpins its operations. Businesses that fail to engage with contact centre transformation risk irritating their customers and provoking the ire of leaders that question […]

Contact centres have always been challenging environments that involve high workloads and high volumes of data. The challenge is often arming the contact centre with sufficient resources and empowering agents to deliver an excellent customer experience. Contact centres have always been challenging environments that involve high workloads and high volumes of data. The challenge is […]