Wed.Sep 11, 2024

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Top 05 Emerging Technological Trends in Contact Centers

CCNG

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled ex

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Managed Assurance: Transforming Digital Experience with ThousandEyes on Meraki MX

Cisco - Contact Center

Integrating ThousandEyes with Meraki MX revolutionizes managed services by enhancing network visibility, proactive monitoring, and seamless management, ensuring superior digital experiences and reduced downtime for clients.

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Anomaly detection in streaming time series data with online learning using Amazon Managed Service for Apache Flink

AWS Machine Learning

Time series data is a distinct category that incorporates time as a fundamental element in its structure. In a time series, data points are collected sequentially, often at regular intervals, and they typically exhibit certain patterns, such as trends, seasonal variations, or cyclical behaviors. Common examples of time series data include sales revenue, system performance data (such as CPU utilization and memory usage), credit card transactions, sensor readings, and user activity analytics.

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Connect in Cancùn with Learning & Certifications

Cisco - Contact Center

Experience the learning, inspiration, and fun with Learning & Certifications at Cisco Connect LatAm in Cancùn, Mexico, September 10-12, 2024.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Optimizing MLOps for Sustainability

AWS Machine Learning

Machine learning operations (MLOps) are a set of practices that automate and simplify machine learning (ML) workflows and deployments. What is MLOps provides a detailed description of this concept. As ML workloads become increasingly complex and consume more energy and resources, a growing number of companies are looking for ways to manage both the costs and the carbon footprint associated with these workloads.

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Enhance Customer Experience During Contact With AI and Automation

24-7 InTouch

The moment of interaction between an agent and a customer can make or break the relationship. As customers increasingly demand immediate, personalized, and seamless service, businesses are turning to artificial intelligence (AI) and automation to enhance these live interactions. Gone are the days when agents solely relied on their training and intuition—AI now plays a vital role in supporting agents and driving efficiency throughout the customer journey.

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Specialised Fire & Security Detects a BigChange in Customer Service

CSM Magazine

Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app. Using the system, Specialised has already automated around 80 percent of its routine job management workflows allowing back-office staff and field engineers to focus on the customer experience.

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Celebrating Innovation and Connection: Cisco in Paris with NBC Sports

Cisco - Contact Center

Cisco's innovative network solutions played a crucial role in NBCUniversal's extensive and successful coverage of the Olympic and Paralympic Games Paris 2024, showcasing the power of a decade-long partnership in revolutionizing sports broadcasting.

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Master the Kitchen with Proven Techniques for Consistent Wins

CSM Magazine

Achieving consistency in the kitchen is a skill every home cook aspires to master. From novice chefs to seasoned professionals, everyone benefits from proven techniques that lead to reliable, delicious results. Whether you’re experimenting with new recipes or perfecting classic dishes, there are key strategies you can adopt to ensure every meal turns out exactly how you want it.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Avoiding TCPA Fines: Best Practices for SMS Marketing

TCN

The Telephone Consumer Protection Act (TCPA) is a federal law in the United States designed to protect consumers from unwanted telemarketing calls, text messages and faxes. If contact centers do not comply with the rules set out by the TCPA, they are subject to consequences such as hefty fines and lawsuits. With SMS communication rising […] The post Avoiding TCPA Fines: Best Practices for SMS Marketing appeared first on TCN.

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Revolutionizing Fan Loyalty in Major League Baseball Through Innovative Technology

Concentrix

Discover key factors to effectively leverage advanced technology to drive sports fan loyalty in Major League Baseball (MLB).

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Enabling complex generative AI applications with Amazon Bedrock Agents

AWS Machine Learning

In June, I started a series of posts that highlight the key factors that are driving customers to choose Amazon Bedrock. The first covered building generative AI apps securely with Amazon Bedrock , while the second explored building custom generative AI applications with Amazon Bedrock. Now I’d like to take a closer look at Amazon Bedrock Agents , which empowers our customers to build intelligent and context-aware generative AI applications, streamlining complex workflows and delivering natural,

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A review of purpose-built accelerators for financial services

AWS Machine Learning

Data contains information, and information can be used to predict future behaviors, from the buying habits of customers to securities returns. Businesses are seeking a competitive advantage by being able to use the data they hold, apply it to their unique understanding of their business domain, and then generate actionable insights from it. The financial services industry (FSI) is no exception to this, and is a well-established producer and consumer of data and analytics.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Generative AI-powered technology operations

AWS Machine Learning

Technology operations (TechOps) refers to the set of processes and activities involved in managing and maintaining an organization’s IT infrastructure and services. There are several terminologies used with reference to managing information technology operations, including ITOps, SRE, AIOps, DevOps, and SysOps. For the context of this post, we refer to these terminologies as TechOps.

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Introducing Amazon EKS support in Amazon SageMaker HyperPod

AWS Machine Learning

We are thrilled to introduce Amazon Elastic Kubernetes Service (Amazon EKS) support in Amazon SageMaker HyperPod , a purpose-built infrastructure engineered with resilience at its core. This capability allows for the seamless addition of SageMaker HyperPod managed compute to EKS clusters, using automated node and job resiliency features for foundation model (FM) development.

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