Tag Archives: Gartner

Gartner Identifies 7 Technology Disruptions That Will Impact Sales Through 2027

Sales leaders need to recognize, prioritize and respond to seven technology disruptions that will transform sales over the next five years, according to Gartner, Inc. They include: generative artificial intelligence (AI), digital twin of the customer, augmented reality/virtual reality (AR/VR), machine customers, digital humans, emotion AI and multimodality. Continue reading Gartner Identifies 7 Technology Disruptions That Will Impact Sales Through 2027

Gartner Poll Finds Less Than 10% of CFOs Plan to Decrease Customer Service Spending Within the Next Year

Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner, Inc. Twenty-one percent plan to increase customer spending and 72% to maintain spending, despite economic pressures. Continue reading Gartner Poll Finds Less Than 10% of CFOs Plan to Decrease Customer Service Spending Within the Next Year

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.

Gartner Identifies 10 Ways for Customer Service and Support Leaders to Quickly Improve Digital and Self-Service Effectiveness

During times of crisis, such as COVID-19, there are 10 digital and self-service tactics customer service and support leaders can implement to quickly lower operating costs, improve effectiveness and reduce contact volume and expenses, according to Gartner, Inc. Continue reading Gartner Identifies 10 Ways for Customer Service and Support Leaders to Quickly Improve Digital and Self-Service Effectiveness

Genesys Positioned as a Leader in the Magic Quadrant for Contact Center Infrastructure, Worldwide

Genesys®, the global leader in omnichannel customer experience (CX) and contact centre solutions has been named a Leader in the Gartner 2017 Magic Quadrant for Contact Center Infrastructure, Worldwide (1) and the vendor positioned furthest for “completeness of vision” for the ninth consecutive time. For the first time, Genesys has also achieved the highest placement overall for its “ability to execute.” Continue reading Genesys Positioned as a Leader in the Magic Quadrant for Contact Center Infrastructure, Worldwide