Technology
WHAT NEEDS TO BE FIXED:
Revitalizing the traditional call center
Customer support has become a crowded battlefield in enterprise technology
Goal is to tap technology to power software from major software companies to improve communications
That will automatically provide insights on customers for agents during calls.
WHO IS TRYING TO FIX IT?
The future is centered on artificial intelligence by Call center software providers
- Genesys
- Amazon Web Services
- Five9
- Salesforce
- Microsoft,
- Zoom
- Zendesk Inc
- Adobe Inc. and ServiceNow,
- Asapp Inc
WHAT THEY ARE SAYING:
“Instead of being a cost center, it’s a lifetime value driver,” said Vasili Triant, chief operating officer at UJET Inc.
SOURCE:
LAT 01 03 22–“Turning Bad Service into an Opportunity” – https://www.latimes.com/business/story/2021-12-28/microsoft-salesforce-battle-to-revitalize-customer-service
