2020 Multichannel Virtual Agent Wireless 
Calabrio
JANUARY 6, 2016
By 2020, the number of connected “things” is expected to rise to 30 billion. By the year 2020, your washing machine breaks down. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. If self-service and automation are the norm in 2020, what does that mean for agents?
RichCall
SEPTEMBER 13, 2017
ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. employ customer support specialists, who will become trusted and recognized, rather than be nameless agents. by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.
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