Five9's omnichannel is a seamless flow across all customer touchpoints. The transition is smooth and natural - from social, to chat, to phone - just like a conversation between long-time friends.

New commercial applications are now available that utilize artificial intelligence, machine vision, Internet of Things, and camera-based security technologies to detect and interdict active shooter incidents before they become deadly.

With 2019 over, it is now time to check the rear-view mirror, reflect on the evolving realities throughout the past year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy.

By Zeus Kerravala, CIO | MARCH 05, 2019 11:00

Many businesses are turning to artificial intelligence (AI) to improve customer experience. CIOs should be careful with the emerging technology, however, and use it as an assistive tool first to reduce risk.

A few years ago, Walker and ...