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
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, 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
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, 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., announced the completion of its acquisition of Poly, a leading global provider of workplace collaboration solutions. Continue reading HP Inc. Completes Acquisition of Poly
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
DIGITAL transformation and customer experience specialist, FourNet, has expanded its services into the mobility solutions market with the launch of a unique, one-number, audit and governance-compliant SIM and mobile service. Continue reading FourNet’s ANTENNA goes mobile
Majorel Group Luxembourg S.A., a leading global provider of next-generation end-to-end customer experience (CX) solutions for digital-native and vertical leading brands, announces that it has acquired Findasense Global S.L.U (‘’Findasense’’), a leading CX design and creative services company headquartered in Madrid, Spain with a strong presence in the Americas. Continue reading Majorel acquires Findasense, expanding its CX transformation services
LivePerson, a global leader in customer engagement solutions, announced the general availability of CRM Connector, a new tool that extends its CRM integration capabilities into Webex Calling. Continue reading LivePerson strengthens CRM integration capabilities for brands with launch of Webex Calling support
Medallia, Inc., the global leader in customer and employee experience, announced it has closed its acquisition of Mindful. Continue reading Medallia Acquires Mindful, the Global Leader in Contact Center Callback Technology
Khoros, an award-winning leader in digital-first customer engagement software and services, announced expanded work with Amazon Web Services (AWS) by joining the AWS Independent Software Vendors (ISV) Accelerate Program and launching in AWS Marketplace. Continue reading Khoros Expands with AWS, Joins AWS ISV Accelerate Program and AWS Marketplace
Daon, the digital identity trust company, announced a partnership with Neustar that enables Daon to provide an integrated solution for deterministic authentication through automatic number identification (ANI) validation. Continue reading Daon Partners with Neustar
Ooma, Inc., a smart communications platform for businesses and consumers, announced that it has acquired Junction Networks Inc., which does business as OnSIP, an innovative provider of cloud-based phone and unified communications services for small and mid-sized businesses, from Intrado Corp. for approximately $9.75 million in cash, subject to customary working capital adjustments. Continue reading Ooma Acquires OnSIP, Expanding Ooma’s Base of SMB Customers
Kasisto, creators of KAI, the leading digital experience platform for the financial services industry, announced a $15.5 million Series C extension, led in the United States by Fidelity Information Services, LLC and internationally by Westpac Banking Corporation, with participation from BankSouth. This brings the total Series C funding to $31 million. Continue reading Kasisto Raises Additional $15.5 Million From FIS and Westpac in Oversubscribed Series C Round