Smart Customer Service

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height:65px; background-repeat: no-repeat; overflow:hidden;background-image:url(http://dzceab466r34n.cloudfront.net/Images/Author_Images/166920-Amy-Brown-050.jpg);"> </div></div> <div class="author_name">Amy Brown</div> <h4> <a href="http://www.smartcustomerservice.com/Columns/Vendor-Views/The-Keys-to-Navigating-CX-in-an-AI-World-167001.aspx" title="The Keys to Navigating CX in an AI World"> The Keys to Navigating CX in an AI World </a> </h4> <p>We need to reimagine how contact centers, CX leaders, and technology can work together to build a positive consumer experience. </p> </div> <div class="post_excerpt"> <div class="author_thumbnail"><div style="width:50px; height:65px; background-repeat: no-repeat; overflow:hidden;background-image:url(http://dzceab466r34n.cloudfront.net/Images/Author_Images/112960-Ori-Faran-050.jpg);"> </div></div> <div class="author_name">Ori Faran</div> <h4> <a href="http://www.smartcustomerservice.com/Columns/Vendor-Views/The-One-Question-Test-for-Whether-Your-CX-Strategy-is-Outdated-166929.aspx" title="The One-Question Test for Whether Your CX Strategy is Outdated"> The One-Question Test for Whether Your CX Strategy is Outdated </a> </h4> <p>Your strategies are out of date if they still involve PDFs.</p> </div> <div class="post_excerpt"> <div class="author_thumbnail"><div style="width:50px; height:65px; background-repeat: no-repeat; overflow:hidden;background-image:url(http://dzceab466r34n.cloudfront.net/Images/Author_Images/166823-Eric-Guarro-050.jpg);"> </div></div> <div class="author_name">Eric Guarro</div> <h4> <a href="http://www.smartcustomerservice.com/Columns/Vendor-Views/Charting-a-Path-to-AI-Leadership-in-CX-4-Strategies-for-Success-166779.aspx" title="Charting a Path to AI Leadership in CX: 4 Strategies for Success"> Charting a Path to AI Leadership in CX: 4 Strategies for Success </a> </h4> <p>Any AI implementation in customer experience should be laser-focused on solving real customer pain points.</p> </div> <div class="more-link"><a href="http://www.smartcustomerservice.com/Columns/Vendor-Views">More Vendor Views</a></div> </div> </section> <section> <div class="sidebar_section"> <h3>News <span class="bold">Briefs</span></h3> <ul> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs/RingCentral-Enhances-Zendesk-Integration-167066.aspx" title="RingCentral Enhances Zendesk Integration"> RingCentral Enhances Zendesk Integration </a> </li> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs/ASAPP-Turns-to-Amazon-Bedrock-167064.aspx" title="ASAPP Turns to Amazon Bedrock"> ASAPP Turns to Amazon Bedrock </a> </li> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs/Teleperformance-Acquires-ZP-Better-Together-167060.aspx" title="Teleperformance Acquires ZP Better Together"> Teleperformance Acquires ZP Better Together </a> </li> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs/Aquants-Service-Co-Pilot-Now-Available-in-Microsoft-Azure-Marketplace-167058.aspx" title="Aquant's Service Co-Pilot Now Available in Microsoft Azure Marketplace"> Aquant’s Service Co-Pilot Now Available in Microsoft Azure Marketplace </a> </li> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs/Salesforce-Introduces-Agentforce-Testing-Center-166951.aspx" title="Salesforce Introduces Agentforce Testing Center"> Salesforce Introduces Agentforce Testing Center </a> </li> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs/Uniphore-Partners-with-Konecta-166949.aspx" title="Uniphore Partners with Konecta"> Uniphore Partners with Konecta </a> </li> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs/Talkdesk-Launches-Embedded-166947.aspx" title="Talkdesk Launches Embedded"> Talkdesk Launches Embedded </a> </li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/Articles/News-Briefs">More News Briefs</a></div> </div> </section> </div> <div id="home_primary_content"> <section> <div class="post_excerpt featured"> <h1> <a title="Amazon Connect Puts Generative AI to Work" href="http://www.smartcustomerservice.com/Articles/News-Features/Amazon-Connect-Puts-Generative-AI-to-Work-167062.aspx">Amazon Connect Puts Generative AI to Work</a> </h1> <div class="thumbnail"><img src="http://dzceab466r34n.cloudfront.net/Images/Article_Images/166960-Amazon-Q-in-Connect-100.jpg" title="Amazon Connect Puts Generative AI to Work" alt="Article Image"></div> <div class="meta featured_meta">December 02, 2024</div> <p>New capabilities in Amazon Connect include proactive, personalized customer outreach, improved self-service, generative AI safeguards, and manager tools for agent coaching.</p> </div> </section> <section> <div class="post_excerpt"> <div class="thumbnail"><img src="http://dzceab466r34n.cloudfront.net/Images/Article_Images/166839-Technavio-CCTR-Market2024-100.jpg" title="Contact Center Market to Grow by $208.2 Billion Through 2028" alt="Article Image"></div> <h2> <a title="Contact Center Market to Grow by $208.2 Billion Through 2028" href="http://www.smartcustomerservice.com/Articles/News-Features/Contact-Center-Market-to-Grow-by-%24208.2-Billion-Through-2028-166804.aspx">Contact Center Market to Grow by $208.2 Billion Through 2028</a> </h2> <p>Technavio expects cloud-based solutions to drive revenue in the contact center market and AI to redefine the landscape.</p> <div class="meta">Nov 12, 2024</div> </div> <div class="post_excerpt"> <div class="thumbnail"><img src="http://dzceab466r34n.cloudfront.net/Images/Article_Images/166650-Rishi-Rana-100.jpg" title="Cyara Names Rishi Rana as CEO" alt="Article Image"></div> <h2> <a title="Cyara Names Rishi Rana as CEO" href="http://www.smartcustomerservice.com/Articles/News-Features/Cyara-Names-Rishi-Rana-as-CEO-166677.aspx">Cyara Names Rishi Rana as CEO</a> </h2> <p>Cyara's president is advanced to new role while Alok Kulkarni transitions to non-executive chairman. (Featured on <em>DestinationCRM.com</em>.)</p> <div class="meta">Nov 01, 2024</div> </div> <div style="text-align: center; margin: 10px auto;width:300px;"> <div id='div-gpt-ad-1374585989977-11' style='width:300px; height:250px;'> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1374585989977-11'); }); </script> </div> </div> <div class="post_excerpt"> <div class="thumbnail"><img src="http://dzceab466r34n.cloudfront.net/Images/Article_Images/166621-eGain-Solv-24-100.jpg" title="KM, AI Need to Work Together for Optimum Success, eGain Speakers Contend" alt="Article Image"></div> <h2> <a title="KM, AI Need to Work Together for Optimum Success, eGain Speakers Contend" href="http://www.smartcustomerservice.com/Articles/News-Features/KM-AI-Need-to-Work-Together-for-Optimum-Success-eGain-Speakers-Contend-166649.aspx">KM, AI Need to Work Together for Optimum Success, eGain Speakers Contend</a> </h2> <p>Speakers at eGain's Solv 24 conference urge companies to blend artificial intelligence, knowledge management, and human insight for better customer experiences.</p> <div class="meta">Phillip Britt | Oct 30, 2024</div> </div> <div class="post_excerpt"> <div class="thumbnail"><img src="http://dzceab466r34n.cloudfront.net/Images/Article_Images/166443-AI-Agents-100.jpg" title="Generative AI Will Displace 100,000 Agents in 2025, Forrester Predicts" alt="Article Image"></div> <h2> <a title="Generative AI Will Displace 100,000 Agents in 2025, Forrester Predicts" href="http://www.smartcustomerservice.com/Articles/News-Features/Generative-AI-Will-Displace-100000-Agents-in-2025-Forrester-Predicts-166575.aspx">Generative AI Will Displace 100,000 Agents in 2025, Forrester Predicts</a> </h2> <p>Forrester predicts greater use of AI by contact center outsourcers, disrupting the agent landscape in the coming year.</p> <div class="meta">Oct 25, 2024</div> </div> <div class="post_excerpt"> <div class="thumbnail"><img src="http://dzceab466r34n.cloudfront.net/Images/Article_Images/160920-CCTR-AI-100.jpg" title="Cost-Cutting, GenAI Drive Contact Center Outsourcing" alt="Article Image"></div> <h2> <a title="Cost-Cutting, GenAI Drive Contact Center Outsourcing" href="http://www.smartcustomerservice.com/Articles/News-Features/Cost-Cutting-GenAI-Drive-Contact-Center-Outsourcing-166431.aspx">Cost-Cutting, GenAI Drive Contact Center Outsourcing</a> </h2> <p>Companies sign more service contracts, quickly adopt new technologies to improve customer experience, ISG says</p> <div class="meta">Oct 17, 2024</div> </div> <div class="post_excerpt"> <div class="thumbnail"><img src="http://dzceab466r34n.cloudfront.net/Images/Article_Images/162144-CCTR-AI-100.jpg" title="Zendesk Strengthens Human and AI Partnership in Major Solution Upgrades" alt="Article Image"></div> <h2> <a title="Zendesk Strengthens Human and AI Partnership in Major Solution Upgrades" href="http://www.smartcustomerservice.com/Articles/News-Features/Zendesk-Strengthens-Human-and-AI-Partnership-in-Major-Solution-Upgrades-166290.aspx">Zendesk Strengthens Human and AI Partnership in Major Solution Upgrades</a> </h2> <p>Zendesk's new omnichannel AI agents and agent copilot offerings boost human and AI collaboration across workflows, including voice AI.</p> <div class="meta">Oct 09, 2024</div> </div> <div class="post_excerpt"> <div class="thumbnail"><img src="http://dzceab466r34n.cloudfront.net/Images/Article_Images/166255-Dan-Bodner-Verint-CEO-100.jpg" title="A Q&A with Verint CEO Dan Bodner" alt="Article Image"></div> <h2> <a title="A Q&A with Verint CEO Dan Bodner" href="http://www.smartcustomerservice.com/Articles/News-Features/A-QandA-with-Verint-CEO-Dan-Bodner-166116.aspx">A Q&A with Verint CEO Dan Bodner</a> </h2> <p>Dan Bodner, Verint chairman and CEO, sat down for a far-reaching interview with DestinationCRM.com during the Verint Engage 2024 conference in Orlando, Fla., answering questions on everything from the growth and future of the company to the outlook for the contact center industry. (Featured on <em>DestinationCRM.com</em>.)</p> <div class="meta">Sep 30, 2024</div> </div> </section> <div class="more-link"><a href="http://www.smartcustomerservice.com/Articles/News-Features">More News Features</a></div> <br style="clear: both;" /> </div> <div id="home_sidebar_right"> <div style="background-color: #666; width: 300px; height: 250px;"> <div id='div-gpt-ad-1374585989977-2' style='width:300px; height:250px;'> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1374585989977-2'); }); </script> </div> </div> <br /> <div class="sidebar_section"> <h3>Email <span class="bold">Newsletter</span></h3> <label for="txtEmail">Email:</label> <input id="txtEmail" style="margin:0 0 5px 5px;width:240px;"/> <table> <tr> <td valign="top"><input type="checkbox" checked="checked" id="chkWeekly" /></td> <td> <div style="font-weight:bolder;"><label for="chkWeekly">Smart Customer Service eWeekly</label></div> <div style="margin-bottom:5px;">Receive 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href="http://www.smartcustomerservice.com/Webinars/2168-Smarter-Self-Service-Leveraging-Technology-for-Effortless-Customer-Care.htm"> Smarter Self-Service: Leveraging Technology for Effortless Customer Care </a> </li> <li> <a title='Transforming Agent Experience with AI: Boosting Performance and Satisfaction' href="http://www.smartcustomerservice.com/Webinars/2165-Transforming-Agent-Experience-with-AI-Boosting-Performance-and-Satisfaction.htm"> Transforming Agent Experience with AI: Boosting Performance and Satisfaction </a> </li> <li> <a title='Exploring the Future of AI-Driven Analytics: Trends Shaping Tomorrow's Decisions' href="http://www.smartcustomerservice.com/Webinars/2167-Exploring-the-Future-of-AI-Driven-Analytics-Trends-Shaping-Tomorrows-Decisions.htm"> Exploring the Future of AI-Driven Analytics: Trends Shaping Tomorrow's Decisions </a> </li> <li> <a title='Knowledge Management and AI: Enhancing CX and Employee Productivity' href="http://www.smartcustomerservice.com/Webinars/2164-Knowledge-Management-and-AI-Enhancing-CX-and-Employee-Productivity.htm"> Knowledge Management and AI: Enhancing CX and Employee Productivity </a> </li> <li> <a title='Transforming Real-Time Customer Feedback into Action with AI' href="http://www.smartcustomerservice.com/Webinars/2166-Transforming-Real-Time-Customer-Feedback-into-Action-with-AI.htm"> Transforming Real-Time Customer Feedback into Action with AI </a> </li> <li> <a title='Mastering Hybrid Contact Centers: Overcoming Key Challenges' href="http://www.smartcustomerservice.com/Webinars/2176-Mastering-Hybrid-Contact-Centers-Overcoming-Key-Challenges.htm"> Mastering Hybrid Contact Centers: Overcoming Key Challenges </a> </li> <li> <a title='The Role of AI in Compliance and Data Privacy' href="http://www.smartcustomerservice.com/Webinars/2175-The-Role-of-AI-in-Compliance-and-Data-Privacy.htm"> The Role of AI in Compliance and Data Privacy </a> </li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/Webinars/">More Webinars</a></div> </div> <section> <div class="sidebar_section"> <h3>Best <span class="bold">Practices</span></h3> <ul class="red"> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/GenAI-for-Customer-Service-%e2%80%93Pitfalls-and-Lessons-Learned_13744.aspx"> GenAI for Customer Service –Pitfalls and Lessons Learned </a> </li> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/Digital-First-Customer-Service-in-a-Human-World_13353.aspx"> Digital-First Customer Service in a Human World </a> </li> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/Contact-Center-Transformation-with-AI-and-Automation_13352.aspx"> Contact Center Transformation with AI and Automation </a> </li> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/Top-6-2024-Customer-Experience-Megatrends-%e2%80%93--What-to-Prioritize-Now_13276.aspx"> Top 6 2024 Customer Experience Megatrends – What to Prioritize Now </a> </li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/Best-Practices/">More Best Practices</a></div> </div> </section> <div class="sidebar_section"> <h3>Content <span class="bold">Library</span></h3> <ul> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/The-State-of-CX-Real-insights-from-the-largest-CX-dataset_13825.aspx">The State of CX: Real insights from the largest CX dataset</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Put-Your-Best-Phone-Calls-Forward_13868.aspx">Put Your Best Phone Calls Forward</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Forrester-Budget-Planning-Guide-2025-Customer-Experience_13869.aspx">[Forrester] Budget Planning Guide 2025: Customer Experience</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/H2-2024-Update-State-of-Omnichannel-Fraud-Report_13851.aspx">H2 2024 Update: State of Omnichannel Fraud Report</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Translate-customers-into-loyal-champions_13785.aspx">Translate customers into loyal champions</a></li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/ContentLibrary/">More Content Library</a></div> </div> <div class="sidebar_section"> <h3>Most <span class="bold">Popular</span></h3> <ul> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Features/Cost-Cutting-GenAI-Drive-Contact-Center-Outsourcing-166431.aspx" title="Cost-Cutting, GenAI Drive Contact Center Outsourcing"> Cost-Cutting, GenAI Drive Contact Center Outsourcing </a> </li> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Features/KM-AI-Need-to-Work-Together-for-Optimum-Success-eGain-Speakers-Contend-166649.aspx" title="KM, AI Need to Work Together for Optimum Success, eGain Speakers Contend"> KM, AI Need to Work Together for Optimum Success, eGain Speakers Contend </a> </li> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs/Vonage-Expands-Salesforce-Service-Cloud-Voice-with-Bring-Your-Own-Channel-for-CCaaS-165990.aspx" title="Vonage Expands Salesforce Service Cloud Voice with Bring Your Own Channel for CCaaS"> Vonage Expands Salesforce Service Cloud Voice with Bring Your Own Channel for CCaaS </a> </li> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs/SuccessKPI-Delivers-Workforce-Engagement-Management-Motions-in-Single-GenAI-Platform-166040.aspx" title="SuccessKPI Delivers Workforce Engagement Management Motions in Single GenAI Platform"> SuccessKPI Delivers Workforce Engagement Management Motions in Single GenAI Platform </a> </li> <li> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs/Mitel-Launches-the-Mitel-Common-Communications-Framework-for-Unified-Communications-165881.aspx" title="Mitel Launches the Mitel Common Communications Framework for Unified Communications"> Mitel Launches the Mitel Common 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