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Lessons Learned: CX Focus Key to Successful Customer Contact Automation

Automation tools like chatbots and virtual assistants can successfully reduce live agent costs if implemented correctly
Categories Tags There is a strong sense of déjà vu arising from the conversations about whether the new wave of artificial intelligence (AI)-driven chatbots and virtual assist… http://digitaltransformation.frost.com/expert-insights/viewpoints/lessons-learned-cx-focus-key-successful-customer-contact-automation/

Amazon’s Potential, Disruptive, (and Welcome) Customer Contact Market Entry

Amazon is reportedly planning to offer chatbots while at the same time Avaya has freed up resources to strengthen its contact center market through its networking solution sale to Extreme Networks.
Categories Tags Amazon is apparently considering directly entering the customer contact market. Its Amazon Web Services (AWS) subsidiary is looking at offering chatbots/virtua… http://digitaltransformation.frost.com/expert-insights/viewpoints/amazons-potentially-disruptive-and-welcome-possible-contact-center-market-entry/

Squaring Excellent Customer Experiences with Customer Affordability

Providing an excellent Customer Experience is a worthy objective, but it may not necessarily be aligned with corporate goals
Categories Tags Providing an excellent Customer Experience is a worthy objective, but it may not necessarily be aligned with corporate goals. A recent New Yorker article on pl… http://digitaltransformation.frost.com/expert-insights/viewpoints/squaring-excellent-customer-experiences-customer-affordability/