Consumer expectations around how they engage with businesses have shifted. And contact centers—often among the first points of interaction in a customer’s journey—must follow suit. Getting there, however, isn’t simply about adding more technology. Paradoxically, it’s about making customer service more human through the use of the right tools and technologies, like artificial intelligence, that leverage a company’s data-rich channels to create better experiences, transforming how business is conducted. Avaya’s Laurent Philonenko will describe how businesses can use disruptive technologies like AI to transform contact center experiences for bottom-line and brand loyalty impact.
09:30AM - Day 2