Customer experience

Why should we strive to enhance the customer experience? It’s simple. A positive experience leads to repeat purchases. In contrast, with a negative experience the customer is inclined to change brands immediately, even if it had been their preferred brand. That is why companies should strive to accommodate customers and communicate with them through the channels they prefer. If the AI is not able to provide the information required by the customer, an effective communication with the back office, i.e. a live operator, should be established immediately.

Contact center videos

In the following videos from the contact center, you can listen to an interview between two experts Marcel Vejmelka, Business Consultant from Soitron and Jaroslav Martan, CSE from Cisco. In the interview, they address topics such as employee experience and technological support for operating contact centers. They are debating the deployment of artificial intelligence in the contact center. They explain what the so-called universal harness for artificial intelligence is and how the technology we call Agent Assist helps. Together, they also open the question of cloud or on-premise.