Conversational AI and automation technologies are critical for contact centers to manage increased call volumes and deliver a superior customer experience. In an ‘experience economy’, both the agent experience and the customer experience matter. Hence customer service leaders need to reimagine their contact center digital transformation strategy now.
Vijai Shankar, VP, Uniphore, shared his insights on the topic ‘contact center: reimagined’, at the Contact Atlantic Conference & Trade Show 2021. In this session, Vijai discussed the impact of the pandemic and how it accelerated the plan to transform contact centers digitally. In this on-demand webinar, Vijai walks you through the roadmap to implement AI and automation successfully to enhance the agent and customer experience, the business value generated, and the technologies required for successful contact center digital transformation.