2012 Analytics Chatbots Multichannel 
VocalCom
JUNE 18, 2020
Cloud-based contact center technology also supports seamless integration of self-service, analytics and AI tools such as chatbots and virtual assistants to flatten the curve of incoming calls and focus agents on the more complex conversations.
RichCall
SEPTEMBER 13, 2017
ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. In fact this number increased from 67% in 2012 to 84% in 2015. They use knowledgebases, FAQs, mobile customer self-service, chatbots, and peer-to-peer communities in increasing numbers. Contact Center and CX Research and Reports.
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