How Customer Conversations Can Shape Scalable AI in Customer Experience

In today’s digital landscape, delivering exceptional customer experience (CX) at scale is both critical and challenging. Business leaders increasingly recognize that artificial intelligence (AI) is key to meeting rising customer expectations. In fact, 65% of CX leaders see AI as a strategic necessity, rendering older customer service approaches obsolete . But AI doesn’t operate in […]

10 Critical reasons why sticking to legacy contact centres could be hurting your business

By holding on to legacy contact centre systems, businesses expose themselves to a variety of risks—from inefficiencies and higher costs to security vulnerabilities and missed opportunities for innovation. Here are the hidden cost of outdated contact centres. U.S. sales and service agents waste approximately 516 million hours annually due to ineffective software and outdated systems. […]