The AI-Enabled Contact Center Guide

There has never been a more exciting yet confusing time for contact centers due to the artificial intelligence (AI)-enabled technology already available and the emerging solutions and capabilities on their way to market. Contact centers are at a pivotal point. They need to change to be able to deliver a consistently outstanding and cost-effective customer experience (CX), and because of AI and automation, they have the tools to achieve these goals.

Executive handbook for the contact center AI market

DMG's special report, “ The AI-Enabled Contact Center Guide ”, is an executive guide to help enterprise and CX leaders prepare for the next generation of customers, employees, and technology. The Report provides an overview of the role and impact of AI on the departments currently known as contact centers over the next 5 to 8 years. It presents the technology, systems, and applications that will be essential for managing these operating environments and explains how they will drive an outstanding CX and employee experience (EX) throughout the enterprise. Lastly, it provides a roadmap for how AI is expected to enhance, augment, and transform contact centers, enabling leaders to benchmark their progress on this essential journey.

“ The AI-Enabled Contact Center Guide ” is designed to help contact center leaders navigate the complex, confusing, and rapidly changing AI market. The Report concentrates on the strategic, practical, and tactical application of AI in contact centers. It also reviews the underlying AI technologies and presents common use cases, benefits, and projected payback for the top systems used in contact centers.

Report includes:

• Presents the contact center AI story and why these highly innovative technologies are ideal and necessary for any company that wants to deliver an outstanding CX cost-effectively

• Examines the overarching CX trends and opportunities that are driving the adoption of AI in contact centers and customer service organizations

• Delivers five strategies to facilitate the adoption of AI to enhance the CX

• Discusses how digital channels, self-service, and changing enterprise dynamics are driving the need for AI-enabled intelligent automation to reimagine and transform how work is managed within and between departments

• Explains DMG's concept of a centralized contact center "AI hub/brain" and its critical role in orchestrating the contact center of the future

• Provides an in-depth review and analysis of how AI is enhancing the top contact center systems, including their common use cases, benefits, payback, and DMG projections for the future

• Presents the vision, phases, and timeline for the adoption of AI in contact centers and discusses the steps for getting started while minimizing risk and cost

• Provides a list of strategic objectives, challenges, decisions, actions, imperatives, and recommendations that all contact centers should consider as they undertake their AI journey

• Includes a directory of vendors who are delivering AI innovation to market, by product category