Ventana Research Analyst Perspective: Software’s Expanded Role in Customer Service and Support

Ventana Research Analyst Perspective: Software’s Expanded Role in Customer Service and Support

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Customer service and contact centers have traditionally been slow to adopt new technology. However, in recent years, and particularly in light of the pandemic and new (and necessary) work from home trends, customer service is finally catching up with the most innovative technologies of the modern era such as AI, workflow automation and RPA.

Ventana Research’s Keith Dawson recently put together a new analyst perspective looking at what software is most needed in the customer service industry, and how companies are using it most successfully.

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