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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
driven chatbots and virtual assistants 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.
virtual assistants http://digitaltransformation.frost.com/expert-insights/viewpoints/amazons-potentially-disruptive-and-welcome-possible-contact-center-market-entry/

Who is Next to Marry after Genesys+ININ?

Genesys and Interactive Intelligence have merged but which companies are next, and what are the business pressures leading to industry M&As
virtual assistants http://digitaltransformation.frost.com/expert-insights/viewpoints/who-next-marry-after-genesysinin/

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
and automated chatbots and virtual assistants http://digitaltransformation.frost.com/expert-insights/viewpoints/squaring-excellent-customer-experiences-customer-affordability/

Finally Speech Recognition has its Day – Digital Transformation and Customer Care

Speech Technologies have now become a trusted enabler in the potential for digital transformation of the Customer Experience
got to play with the first round of personal virtual assistants with cool products…s virtual assistants these were just toys and quickly went away. …natural language systems used in more modern virtual assistants and http://digitaltransformation.frost.com/expert-insights/viewpoints/finally-speech-recognition-has-its-day-digital-transformation-and-customer-care/

AI Meets... Stratecast’s Big Data & Analytics (BDA) Practice

I’m pleased to join my colleague in London, Lawrence Lundy, here on the AI Meets... blog and happy to reassure him that AI won’t be putting any competent researchers or analysts out of a job anytime soon. (In case you missed it, I’m referring to his recen…
driving cars and virtual assistants http://digitaltransformation.frost.com/expert-insights/viewpoints/ai-meets-stratecasts-big-data-analytics-bda-practice/