Gamechangers
Steven Michael Bederman
Disruptive Content Creator. President at NobelBiz. Author. Titan 100 Colorado
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Latest Contact Center News and Resources
CCaaS is a crowded market, with vendors announcing massive release waves, moving into adjacent markets, and rolling up competitors to differentiate and grow. That’s before we consider the evolution of these platforms with self-service and AI.
Each of these trends has expanded the definition of a CCaaS platform. Instead of offering core communication channels, routing, and a dialer, they’re now often expected to cover workforce engagement management (WEM), conversational analytics, knowledge management, and more.
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Conversational AI refers to dialogic technologies that help machines replicate actual conversations with end-users. In contrast with static script based chatbots, conversational AI depends on over Natural Language Processing, Machine Learning and other related technologies that enable the chatbot to understand human language as well as part with contextually
NOBELBIZ WEBINARS – UPCOMING
The Future of Lead Generation
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Discover the future of lead generation and contact center solutions in our upcoming webinar. Join us to navigate the evolving landscape of 1:1 consent, rising lead costs, and the technological advancements shaping the industry.?
领英推荐
Elevating the customer experience ?is a key goal for business, clinical and IT leaders in healthcare who face pressure to offer a satisfactory CX without drawing employees or patients away.
In last year’s U.S. Customer Experience rankings, Forrester Research revealed that?only 6% of brands reported a significant increase in CX quality . The reason? Bryan Martin, CTO at?8x8 , believes brands may not be investing in the tools and processes to boost CX.
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You’ll learn about:
? The evolution of call centers as critical hubs for lead generation
? How automation and compliance reshape call center operations
? Best practices for integrating automated systems and maintaining regulatory compliance
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