A British company, developing software products for the global contact centre market, announced that Italy-based MeTMi has deployed the latest version of its advanced call scripting, agent guidance and intelligent desktop solution – Synthesys™ – for its Voice & Web business unit. Continue reading MeTMi Uses Noetica Synthesys™ for Inbound Call Handling Across its European Contact Centre Operations
Daily Archives: September 5, 2022
NICE Named a Leader in the 2022 Gartner® Magic Quadrant™ for Contact Centre as a Service For 8th Consecutive Year
NICE announced that Gartner has recognised NICE as a Leader in the just-released 2022 Gartner Magic Quadrant for Contact Centre as a Service (CCaaS) report with CXone being evaluated. NICE placed the furthest overall for its Completeness of Vision in the Leaders quadrant. Continue reading NICE Named a Leader in the 2022 Gartner® Magic Quadrant™ for Contact Centre as a Service For 8th Consecutive Year
CallMiner Introduces New CCaaS Integrations to Enhance Real-Time Analytics Capabilities
CallMiner, the leading provider of conversation intelligence to drive business improvement, announced new integrations with Genesys Cloud CX and Amazon Connect, enabling organizations to gain quick, seamless access to powerful real-time analytics capabilities within existing or future Contact Center as a Service (CCaaS) deployments. Continue reading CallMiner Introduces New CCaaS Integrations to Enhance Real-Time Analytics Capabilities
Gartner Predicts Conversational AI Will Reduce Contact Center Agent Labor Costs by $80 Billion in 2026
By 2026, conversational artificial intelligence (AI) deployments within contact centres will reduce agent labour costs by $80 billion, according to Gartner, Inc. Worldwide end-user spending on conversational AI solutions within contact centres is forecast to reach $1.99 billion in 2022.
“Gartner estimates that there are approximately 17 million contact centre agents worldwide today,” said Daniel O’Connell, VP analyst at Gartner. “Many organizations are challenged by agent staff shortages and the need to curtail labour expenses, which can represent up to 95% of contact centre costs. Conversational AI makes agents more efficient and effective, while also improving the customer experience.”
Gartner projects that one in 10 agent interactions will be automated by 2026, an increase from an estimated 1.6% of interactions today that are automated using AI. Conversational AI can automate all or part of a contact centre customer interaction through both voice and digital channels, through voicebots or chatbots, and it is expected to have transformational benefits to customer service and support organizations within two years.
“While automating a full interaction – also known as call containment or deflection – corresponds to significant cost savings, there is also value in partial containment, such as automating the identification of a customer’s name, policy number and reason for calling. Capturing this information using AI could reduce up to a third of the interaction time that would typically be supported by a human agent,” said O’Connell.
Technical Complexity and Fragmented Vendor Landscape Limit Adoption
While the benefits of conversational AI are compelling, the technology is still maturing. A fragmented vendor landscape and complexity of deployments will result in measured adoption through the next two years.
“Implementing conversational AI requires expensive professional resources in areas such as data analytics, knowledge graphs and natural language understanding,” said O’Connell. “Once built, the conversational AI capabilities must be continuously supported, updated and maintained, resulting in additional costs.”
Complex, large-scale conversational AI deployments can take multiple years as more call flows are built out and existing call flows are fine-tuned for improvement. Gartner estimates integration pricing at $1,000 to $1,500 per conversational AI agent, though some organizations cite costs of up to $2,000 per agent. Therefore, early adoption of conversational AI will be primarily led by organizations with 2,500 or more agents with budget for the requisite technical resources.
Gartner clients can read more in “Market Trend: Conversational AI for Agent Automation Delivers an Efficient Customer Contact Center Experience.”
Additional analysis on automation trends will be presented during Gartner IT Symposium/Xpo 2022, the world’s most important conferences for CIOs and other IT executives. In a world that is changing faster than ever, CIOs and IT executives will learn how to meet the moment to provide the vision and results needed to lift their organizations to the next level.
Visit Additional information is available at www.gartner.com/en/information-technology.
Forethought Launches Assist Automations, Enhancing the Agent Experience With Automated Workflows
Forethought, the human-centered AI platform, announced the launch of a new feature to its Assist product, which supports customer service agents by surfacing relevant knowledge articles, past cases and productivity-boosting tools as soon as they open a new case. Continue reading Forethought Launches Assist Automations, Enhancing the Agent Experience With Automated Workflows
HP Inc. Completes Acquisition of Poly
HP Inc., announced the completion of its acquisition of Poly, a leading global provider of workplace collaboration solutions. Continue reading HP Inc. Completes Acquisition of Poly
Zoom To Power Team Communication For Oracle Red Bull Racing
Oracle Red Bull Racing and Zoom Video Communications, Inc., announced a new Innovation Partnership, integrating Zoom’s communications platform into all areas of Oracle Red Bull Racing to advance performance and engage with their fans. Continue reading Zoom To Power Team Communication For Oracle Red Bull Racing