8×8, a leading integrated cloud contact centre and unified communications platform provider, announced findings from its 2023 State of Conversational AI in the Contact Center report. Continue reading Latest 8×8 Research Reveals IT and Contact Centre Leaders Embrace Conversational AI or Fear Falling Behind
Category Archives: Market Research
Gartner Expects 60% of Seller Work to Be Executed by Generative AI Technologies Within Five Years
By 2028, 60% of B2B seller work will be executed through conversational user interfaces via generative AI sales technologies, up from less than 5% in 2023, according to Gartner, Inc. Continue reading Gartner Expects 60% of Seller Work to Be Executed by Generative AI Technologies Within Five Years
Calabrio Research: AI will Impact Customer Service Agents, But Not How We Anticipate
Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Center 2023: Activating the Agent of the Future. Continue reading Calabrio Research: AI will Impact Customer Service Agents, But Not How We Anticipate
New Study Shows GoTo Customers Reduce IT Support Time by 57%, Achieve Nearly 400% ROI with LogMeIn Rescue
GoTo, the company making IT management, support, and business communications easy with flagship products GoTo Resolve, GoTo Connect, and LogMeIn Rescue, announced findings from a new commissioned study conducted by Forrester Consulting on behalf of GoTo. Continue reading New Study Shows GoTo Customers Reduce IT Support Time by 57%, Achieve Nearly 400% ROI with LogMeIn Rescue
Verint and Five9 Announce New Research on the Modern Evolving Contact Centre
Verint®, and Five9 announced the findings of a co-sponsored survey to better understand the evolution of the modern contact centre as consumer habits continue to change and expectations continue to rise. Continue reading Verint and Five9 Announce New Research on the Modern Evolving Contact Centre
New Research Reveals Growing Acceptance for Automated Assistants in the Contact Centre
New research from Kore.ai, the world’s leading enterprise AI company providing conversational AI and generative AI platforms and solutions, has revealed a growing acceptance for AI-powered virtual assistants among contact centre agents. Continue reading New Research Reveals Growing Acceptance for Automated Assistants in the Contact Centre