Gartner announces 2024 Magic Quadrant for CCaaS, Overcoming challenges facing contact centers in 2025, and more…
Welcome to the CX AI Newsletter where Ofer Ronen, the CEO of Tomato.ai, shares the latest generative AI news affecting customer experiences. Ofer’s current company Tomato.ai softens the accent of call center agents in real time. He previously led Contact Center AI work at Google.
Here’s the latest in generative AI and the customer experience:
Gartner Announces its 2024 Magic Quadrant for Contact Center as a Service - In its CCaaS Magic Quadrant report, Gartner evaluates the ability of nine prominent cloud contact center providers to meet the needs of global enterprises. The vendors included in the Gartner Magic Quadrant compile both native and third-party apps into CCaaS platforms, facilitating both human and virtual agent-led service experiences. Here’s a rundown of how each vendor performed, with commentary reflecting Gartner’s findings. From CX Today
TechRepublic’s Contact Center Trends That Don’t Involve AI - Many business sectors have bought AI services without having a legitimate use for them and are now struggling to figure out what to do with the tools. While that’s not the case with the contact center industry, AI is one of many trends that are shaping the way things work in this area. Here are some contact center trends that have nothing to do with artificial intelligence or machine learning. From Tech Republic
Overcoming Challenges Facing Contact Centers in 2025 - Contact centers are facing several obstacles in this age of new-wave AI, continued digitization and evolving customer expectations. Primary challenges include high agent turnover, continued omnichannel frustration, as well as pressure to implement AI and deliver a quick ROI from it. Additional concerns include siloed knowledge and data, along with accelerating customer expectations. Brandon Knight, global head of CX Ecosystem at Zoom offers tips for addressing these concerns. From CX Today
These Companies Are Now Using Artificial Intelligence Call Centers - According to the 2024 Intercom Customer Service Trends Report, 45% of support teams are already using AI as part of their operations. Here’s a look at six companies that are using artificial intelligence to transform their call centers into well-oiled machines, and what we can learn from their experiences. From Techopedia
Outdated Technology Is Ruining Your Customer Experience – AI Can Help - Contact centers using outdated technology are subjecting callers to horrible customer experiences. People are being forced to wait on hold for unreasonable periods of time and deal with chatbots fueled by outmoded technology. When callers finally do get to talk to live customer support personnel, the agents don’t have enough information to create smooth and easy experiences for callers. Here’s how AI has changed all of that. From Forbes
AI Accent Neutralization To Transform Philippine BPO Industry - The Philippine Information Technology and Business Process Management industry is set to improve customer service delivery through artificial intelligence accent neutralization technology. According to industry leaders, this technology, which adjusts agents’ accents without altering their voices, is expected to significantly enhance the quality of customer interactions. From Outsource Accelerator
The Latest from our Blog
Voice Recognition vs. Accent Translation: How Do They Work Together in Call Centers
Both voice recognition & accent neutralization offer benefits to offshore call centers, including better efficiency, productivity, & a boost in agent & customer satisfaction. Here’s how these technologies work together.
Download Our White Paper:
How AI Will Transform Contact Centers in the Next 5 Years
In this white paper, Ofer Ronen, CEO of Tomato.ai, shares three predictions, for senior executives at BPO and enterprise contact centers to consider, on how AI will shape the future of contact centers over the next five years. Then actionable next step are provided to help executives stay ahead of these trends, and their peers.