Gartner, Forrester and leading analysts praise the virtues of low-code, rpa and contact centre platforms. We’ve teamed up with the analysts to bring you some informative content to help you get the best from your technology choices. Gartner, Forrester and leading anlaysts have their say on our AI-powered Automation & Customer Engagement platform, check them out below.
The Secret to Creating a Next-gen Contact Centre
Get the learnings from a recent discussion with Forrester analyst Max Ball, Principal Analyst at Forrester and Netcall’s Chief Innovation Officer, Richard Farrell in this blog.
It answers where’s the best place to start with the next-gen automation? And, how can you get quick wins and a lasting ROI while avoiding the cost and hassle of replacing your existing systems?Read the blog: Top secrets to competitive and effective customer care into 2023
The Democratisation of Development is Accelerating
Why does this matter? Our CINO, Richard Farrell looks at this topic and considers what ingredients are needed to truly empower citizen developers and what role automation, like low-code and RPA, can play in freeing up key skills and intellect.Read the blog: Powering up Digital Business – Democratisation of Development
CX and Customer Service Trends and Priorities
Improving online experiences and demonstrating the value of CX is more important than ever. Our CINO, Richard Farrell spoke with Industry expert Thomas Husson, VP & Principal Analyst at Forrester about how there’s still room to improve patient and citizen experiences and the key trends and priorities. Here’s the main takeaways from the session that took place in 2021:
- Customer experience is a business discipline that goes way beyond the contact centre
- Empathy takes centre stage
- Investing in automation tech and employee experiences to improve CX is the way forward
- Your culture is key to becoming customer-centric
- AI will deeply transform contact centres
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