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At the recent Genesys 2015 G-Force, I saw a futuristic demo in which pressing a button on a broken fridge automatically connected a person to a live agent to report an issue.
Contact Center Surprises- YouTube Video
Nemertes Research Analyst Lisa Durant shares key contact-center findings from recent research, covering topics such as the use of analytics and chat in the contact center.
Nemertes Research Analyst Lisa Durant shares contact center strategy in regards to her mobility research, which includes enterprise mobility research, which consists of what enterprises are doing with mobility in the context of contact center strategies. Mobile Device Management MDM is also changing contact center strategies. The pervasiveness of mobility in our culture doesn't mean that more contact centers are utilizing mobility but Nemertes' Research Analyst Lisa Durant thinks that will change in the upcoming year and contact center strategies include mobility aspects. Nemertes' Analyst Lisa Durant also speaks analytics research and research on predictive analytics in the context of contact center strategies. You can include business intelligence tools such as analytics into your enterprise Contact Center strategies.
Analytic are important to contact center strategies for many reasons, predictive analytics can predict what contact center requests are going to be about and can also foresee peaks and valleys for contact center requests. Those are just some reasons why analytics is important to your contact center strategy. The adoption curve for predictive analytics in contact centers is higher than expected. Lisa answers why enterprises are evaluating analytics tools to include in their contact center strategy.
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