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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

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Contact Center Technologies 2017: find out what 23 experts say

RichCall

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. However, in 2016 Forrester has already reported that. company, has implemented a Cisco-powered service to supplement branch office staff with virtual agents who can conduct face-to-face video consultations. Teresa Cottam.