04/30/2024 | Press release | Distributed by Public on 04/30/2024 09:33
Revolutionizing Contact Centers with Disruptive Workforce Optimization Technologies
The growing complexity of voice calls in contact centers highlights the need for "super agents" who receive ongoing training. Integrating various contact center tools and automating processes to enhance efficiency aligns with organizational goals. Employee experience (EX) is crucial, for minimizing agent churn, particularly as 99% of contact center leaders navigate the shift towards remote or hybrid work models. This necessitates robust investments in technologies that facilitate knowledge transfer and enhance workforce performance, both remotely and in-office.
Is your organization equipped to capitalize on emerging growth opportunities in the contact centers ecosystem?
Central to these transformations are workforce optimization (WFO) and workforce engagement management (WEM), which integrate various applications, especially through the incorporation of artificial intelligence (AI) technologies such as virtual agent assist bots and gamification. Research by Frost & Sullivan underscores that properly equipped work-at-home agents (WAHAs) can achieve or surpass the productivity of their in-office counterparts. By evolving staffing strategies, embracing technological advancements, and securing executive support, organizations can forge a thriving environment that boosts both agent engagement and customer satisfaction. How prepared is your organization to adapt to future industry changes and disruptive forces?
Leading Innovators in Contact Center Workforce Optimization
These organizations are spearheading the transformation of the contact center industry with advanced WFO and WEM strategies. They play a critical role in helping businesses manage complex customer interactions, adapt to remote and hybrid work models, and facilitate effective knowledge transfer. By devising future-proof growth strategies to thrive amid geopolitical chaos, transformative megatrends, and internal challenges, these innovators are boosting operational efficiency, employee productivity, and customer experience (CX) in the contact centers ecosystem.
NICE provides comprehensive WFO solutions, emphasizing innovations like agent chatbots and AI-powered forecasting. Significant R&D investment has led to 400 new features and a robust patent portfolio, highlighted by NICE's CXone platform enhancements and new Enlighten Actions{Is this a platform/software/application? Please mention} integrating AI for better customer experiences.
Genesys offers a full-stack contact service as a solution (CCaaS) platform with native WFO capabilities, focusing on empathy in design and robust feature releases. Recent expansions in generative AI and agent assist tools emphasize Genesys' commitment to advancing technology for improved customer and agent experiences.
Verint excels in customer and employee engagement with AI-infused solutions on its Customer Engagement Cloud platform. Notable innovations include Intelligent Interviewing and Verint Da Vinci AI, which automate customer interactions and optimize internal processes, enhancing operational efficiency and employee well-being.
Zenarate AI Coach software supports comprehensive agent training, integrating AI-powered simulations and analytics to assess and enhance agent performance. This software allows realistic role-play scenarios and detailed performance feedback, driving significant improvements in agent skills and service quality.
Zoho Recruit enhances talent acquisition with its robust suite, incorporating AI-driven tools like Zia, a chatbot that optimizes candidate assessment and speeds up the hiring process. Integrated with extensive job boards and equipped with powerful analytics, Zoho Recruit offers a streamlined, mobile-accessible recruitment solution.
About Frost & Sullivan