CCaaS 2025: AI and Analytics Redefine Customer Experience

From CMSWire

What does 2025 hold for the state of CCaaS (contact center as a service)? In this CMSWire article, experts share their predictions. Here's what TTEC Digital's Robert Wakefield-Carl shared:

"Features like agent assist and copilots can provide agents with real-time answers to customer inquiries as well as guide them through the best way to handle all conversations — positioning agents as experts from day one,” said Wakefield-Carl. “This assistance also allows supervisors to monitor 100% of the agent conversations through gamification, and for quality managers to handle five- or ten-fold the number of evaluations by helping them target conversations and allowing the AI to fill out evaluations for them to review."