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 ...
You’ve probably heard all the fancy acronyms – IVR, ACD, WFO, WFM, QM, CX – and more. And here is another acronym to throw at you: CCaaS, which stands for Contact Center as a Service. It’s another fancy term for Cloud or Hosted Contact Center. But the important question here is how do you know what ...
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