CIO Business Intelligence

DECEMBER 17, 2023

Contact centers are foundational to customer experience, but a lot of businesses get stuck during the haze of the holiday season. Companies are under immense pressure to keep their contact centers moving at breakneck speed while leveraging the same resources, or even less.

Management 128

Management Cost-Benefit Interactive Optimization 128

CIO Business Intelligence

JUNE 21, 2022

In a bid to help enterprises offer better customer service and experience , Amazon Web Services (AWS) has added a new case management feature, dubbed Amazon Cases, to its Amazon Connect cloud-based contact center service. AWS faces major competition in contact center market. Lack of clarity in product placement.

Management 115

Management Machine Learning Interactive Marketing 115

CIO Business Intelligence

APRIL 17, 2024

Innovation is essential, especially in the contact center as the tip of the spear in customer experience, but how do you activate your modernization plan? I had the opportunity to speak with Mary Daniel, VP of Customer Solutions Center for Aflac, a long-time Avaya customer, at the Gartner Symposium last fall.

Metrics 130

Metrics Digital Transformation Interactive Technology 130

CIO Business Intelligence

JULY 13, 2022

CXOs, CIOs, and others entrusted with and empowered to make CX decisions should want the experiences that flow in and out of their contact centers to be just as engaging. Today’s contact centers are no longer transactional in nature. Building an experience-driven contact center requires experience thinking. .

Data-driven 98

Data-driven Cost-Benefit Digital Transformation Interactive 98

CIO Business Intelligence

JANUARY 11, 2023

As its business diversified, including its own acquisition by Hornblower Group in early 2022, Journey Beyond inherited a range of disparate technology systems, including six different phone systems and an outdated contact center that was only servicing Journey Beyond’s rail journeys.

IT 119

IT Cost-Benefit Consulting Data Processing 119

CIO Business Intelligence

OCTOBER 15, 2024

After founding the program, the Leon County team quickly realized the need for a contact center to manage inquiries for the new $1 million microgrant program. The TEAM Leon contact center was set up with within minutes and empowered us to address the needs of our community effectively.”

Technology 104

Technology Management Digital Transformation IT 104

CIO Business Intelligence

AUGUST 8, 2022

The contact center has traditionally operated through on-premises servers and software, but shifting it to the cloud can help CIOs improve the customer journey. However, there are potential challenges around moving contact center services, especially if the business has spent years cultivating good relationships with its customers.

Cost-Benefit 98

Cost-Benefit Optimization Data Processing Software 98

CIO Business Intelligence

MAY 10, 2022

Efficient, effective, and low-risk contact center technology. Many of these AI-powered systems now integrate with cloud-based contact center-as-a-service (CCaaS) offerings, giving enterprises a more powerful option than on-premises software such as Interactive Voice Response (IVR) and other call center tools.

Insurance 98

Insurance Interactive Machine Learning Enterprise 98

Smart Data Collective

AUGUST 24, 2022

Were you aware that the contact center software segment was worth $26.93 Businesses that understand the importance of providing the best customer service possible to the consumers who support them are increasingly turning to contact center solutions. It’s not about spying on your contact center agents.

Software 92

Software Statistics Forecasting Reporting 92

CIO Business Intelligence

DECEMBER 18, 2024

Intro: Time was, a call center agent could be relatively secure in knowing who was at the other end of the line. Voice deepfakes in which a real persons voice is cloned from recorded snippets of their voice are one of the biggest risks facing modern businesses and their call centers. How fraudsters use audio deepfakes 1.

Risk 98

Risk Reporting Machine Learning Finance 98

Rocket-Powered Data Science

AUGUST 22, 2021

Other data sources include purchase patterns, online reviews, online shopping behavior analytics, and call center analytics. AI can be considered as Accelerated, Actionable, Amplified, Assisted, Augmented, even Awesome Intelligence, both for the customer and for the call center staff.

Data-driven 277

Data-driven Interactive Behavioral Analytics Machine Learning 277

David Menninger's Analyst Perspectives

APRIL 30, 2025

There are contact centers, and there is customer experience. This is mostly fine, but it does obscure one basic difference that will matter more as enterprises succeed at integrating contact centers into enterprise CX strategies. Its a nuanced question that contact centers rarely have the timeor interestto explore.

Measurement 130

Measurement Cost-Benefit Key Performance Indicator Metrics 130

datapine

APRIL 3, 2020

There’s no denying it: providing a flawless level of customer service is vital if you want to enjoy a successful and sustainable commercial future – and it’s likely that your contact center is the beating heart of your entire consumer-facing operation. What Is A Call Center Dashboard? We offer a 14-day free trial.

Dashboards 201

Dashboards Data-driven Reporting Analytics 201

CIO Business Intelligence

DECEMBER 18, 2024

NVIDIA and Microsoft have a longstanding relationship centered on AI, and over the last two years, the pair have aligned GenAI offerings built from the ground up on Azure and the NVIDIA AI-enabled GPU stack.

Forecasting 105

Forecasting Predictive Analytics Risk Finance 105

CIO Business Intelligence

JANUARY 2, 2025

Youre going to lose the people, because theyre going to be thrown into this thing where its like, We expected it to be a center of success. Specific needs Aaron Schroeder, director of analytics and insights at contact center IT vendor TTEC Digital, sees some of the same trends.

Experimentation 144

Experimentation Digital Transformation Technology Finance 144

David Menninger's Analyst Perspectives

APRIL 22, 2025

Whats needed, though, is technology that helps a business identify and eliminate friction points, optimize contact pathways and perhaps most importantly, measure the long-term value of customers and how well a business realizes that value. Its hard to characterize this tool using traditional contact center or service framing.

Key Performance Indicator 130

Key Performance Indicator Interactive Optimization Enterprise 130

David Menninger's Analyst Perspectives

OCTOBER 23, 2024

Sprinklr’s analyst day in September was an opportunity for the company to dive deeply into its progress in pivoting its product offerings to align with a broader perception of the market for contact centers and adjacent customer-related applications. Sprinklr has described its market as “unified CXM,” or customer experience management.

Uncertainty 130

Uncertainty Marketing Management Enterprise 130

CIO Business Intelligence

JANUARY 21, 2025

Jaime Meritt, chief product officer at Verint, shares a second example of using AI in customer contact centers to save millions of dollars through CX automation, driving efficiencies, consistency, accuracy, and compliance. Many organizations are shifting to platform engineering to improve developer experience and productivity.

Cost-Benefit 142

Cost-Benefit Data-driven Strategy Marketing 142

CIO Business Intelligence

NOVEMBER 11, 2024

JP Morgan Chase has also made myriad generative AI investments in its investments businesses as well as its Chase Travel, contact center, operations center, and credit card services bureau.

ROI 137

ROI Cost-Benefit Risk Experimentation 137

CIO Business Intelligence

NOVEMBER 27, 2024

From customer service chatbots to marketing teams analyzing call center data, the majority of enterprises—about 90% according to recent data —have begun exploring AI. This team serves as the primary point of contact when issues arise with models—the go-to experts when something isn’t working.

Data Architecture 128

Data Architecture Cost-Benefit Machine Learning Experimentation 128

CIO Business Intelligence

APRIL 30, 2025

Agentic AI is the new frontier in AI evolution, taking center stage in todays enterprise discussion. Across every use case, our approach remains practical and human-centered, adds Good360s Moulec. Were not just automating a handful of manual tasks and processes across a department or two, says Kellie Romack, CDIO at ServiceNow.

IT 139

IT Sales Cost-Benefit Data-driven 139

CIO Business Intelligence

MARCH 20, 2025

We decided to collaborate after seeing that over 1,000 customers have already contacted us about utilizing the two companies data platforms together. SAP expects Business Data Cloud will go beyond simple data integration and build the foundation necessary for the AI era.

Data Integration 108

Data Integration Finance Software Technology 108

CIO Business Intelligence

APRIL 3, 2023

The current state of the contact center agent is clear, but for those unaware or overlooking this opportunity for improvement: agent attrition rates currently hover around 40% , the cost of replacing just one agent is between $10k-$20k , and 97% of agents are sometimes or almost always burned out.

Statistics 130

Statistics Interactive Optimization Management 130

Smart Data Collective

MAY 30, 2022

Here comes the call center. Contact centers are the hub of company-customer interactions. Traditional contact centers may not be as effective as they previously were. In addition to analytics tools, they must use contact management services to make it easier to accumulate data. What’s and How’s of CCAAS?

Customer Analytics 130

Customer Analytics Management Analytics Data Processing 130

CIO Business Intelligence

AUGUST 26, 2024

million devices globally , overwhelming contact centers with stranded travelers, frustrated banking customers, and patients seeking urgent assistance. Sources/References used in crafting this article: [link] Avaya’s survey on the biggest challenge contact center agents are facing today [link]

Measurement 26

Measurement Testing Strategy Enterprise 26

CIO Business Intelligence

AUGUST 5, 2024

At Avaya, our enterprise customers using AI in the contact center report a 65% reduction in after-call work and a 50% increase in efficiency with solutions like conversational AI and AI analytics – and that’s just the tip of the iceberg. Almost every business across the globe now uses Artificial Intelligence (AI) in some form.

Interactive 126

Interactive Cost-Benefit Enterprise Reporting 126

Rocket-Powered Data Science

JANUARY 21, 2024

One of his responsibilities was to contact certain high-ranking officers and communicate with them about the situation (in this case, the simulated emergency). He told me that, in one case, he was able to make contact by phone with one of those top officers within 20 seconds of the start of the drill.

IT 183

IT Broadcasting Recreation/Entertainment Technology 183

Rocket-Powered Data Science

SEPTEMBER 2, 2021

I saw how the “art of the possible” in CX (Customer Experience) and EX (Employee Experience) in the Contact Center is already being realized and is being taken to new realms of possibility through AI and Cloud empowerments. If that’s what you or your business does, then you should investigate these “Voice of the Customer” results.

Data-driven 131

Data-driven Testing Analytics Optimization 131

CIO Business Intelligence

MARCH 8, 2023

Breaking communication siloes between contact center and non-contact center employees is paramount to improving customer satisfaction, employee engagement, and operating costs. The average contact center agent spends 15% of their working day chasing down information needed to serve customers.

Modeling 119

Modeling Digital Transformation Consulting Interactive 119

CIO Business Intelligence

NOVEMBER 7, 2024

Traditional IT metrics: Still the norm For decades, IT departments have been viewed as cost centers, and CIOs have been measured primarily on their ability to maintain operational excellence. Contact us today to learn more.

Digital Transformation 128

Digital Transformation Metrics Measurement Key Performance Indicator 128

CIO Business Intelligence

MARCH 15, 2022

They applied the capabilities of Avaya OneCloud CCaaS for their contact center operations, both internally and for their outsourced employees, and combined that with Avaya’s UCaaS collaboration solution, Avaya Cloud Office. We couldn’t settle when it came to the contact center.

Insurance 126

Insurance Data-driven Enterprise Technology 126

CIO Business Intelligence

DECEMBER 18, 2024

The upgrade, which includes enhanced reasoning and retrieval capabilities, will help enterprises answer more complex queries via their agents so that the burden on the contact center personnel is reduced, Salesforce CEO Marc Benioff explained to reporters during the launch. Agentforce 2.0

Enterprise 98

Enterprise IT Sales Metadata 98

CIO Business Intelligence

MAY 3, 2024

Bala Subramanian, chief digital and technology officer at UPS, sees the company’s foray into generative AI as not only a winner for its customer contact center agents but something to be introduced to other business processes in the near future, he says. CIO 100, Digital Transformation, Generative AI

Testing 140

Testing Sales Enterprise Digital Transformation 140

CIO Business Intelligence

OCTOBER 21, 2022

The contact center market is growing at a rapid pace. As the key business hub for sales and service, contact centers have long served an important role for customer experience (CX). Today’s contact center agents handle 7.2 Why the sudden aggressive shift away from legacy brick-and-mortar contact centers?

Cost-Benefit 97

Cost-Benefit Testing Metrics Marketing 97

Paul Turley

MARCH 14, 2020

It contains daily updates from the Center for Disease Control using data curated by the John Hopkins University Center for Systems Science & Engineering. Please post comments here or contact me through Twitter, if you have feedback, comments and questions. Continue reading →

Publishing 124

Publishing Reporting IT 124