Search results for: 'training overview'

Artificial intelligence (AI) adoption is increasing rapidly across industry segments and functional use cases, significantly impacting the way businesses create and deliver value. Generative AI has accelerated the awareness of the transformative impact of AI and the potential of leveraging the technology to create business value. As AI adoption con...

Cloud infrastructure and platforms form the foundation upon which digital economies are built. For more than a decade, the modernization and migration of applications and data to the cloud have been a priority for companies worldwide. Under the weight of high interest rates, inflation, and sluggish post-pandemic recovery, the growth of the cloud in...

Workforce engagement management (WEM) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industry. Frost & Sullivan defines WEM as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize contact...

Artificial intelligence subset generative AI (GenAI) refers to technologies capable of creating new content, such as text, images, code, audio, and video, by learning from existing data and models. For telecommunications service providers (telcos), GenAI presents transformative opportunities beyond network optimization and customer support. By depl...

This study analyzes the global Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS) market from 2025 to 2031, covering hyperscale cloud providers, AI-focused neoclouds, and regional and sovereign cloud operators across North America, Latin America, EMEA, and Asia-Pacific. It provides market size and growth forecasts, examines regiona...

21 Oct 2021  |  Europe  |  Customer Research

Impact of COVID-19 on Healthcare Contact Centers

Acceleration in WAHA, Self-Service & Cloud Investments

Infographics

×

The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

Immersive virtual worlds offer a fully simulated digital experience similar to or very different from the real world. The visibility of immersive virtual worlds has increased in recent years due to investments from leading technology providers. Continued development and funding in the metaverse space from major tech firms have attracted more inte...

This study focuses on the extended reality (XR) platform market and its evolution in the retail space. XR encompasses immersive technologies like VR (virtual reality), AR (augmented reality), and MR (mixed reality). Retail includes brick-and-mortar stores, e-commerce platforms, and omnichannel retailers. In retail, XR has been transforming the ...

Customer service underpins success in the travel and hospitality (T&H) industry. Undoubtedly, more than in any other industry, the voice of the customer expressed in rankings and reviews takes a prominent role. T&H organizations are streamlining several internal processes (including mobile and digital touchpoints) and empowering customers with a...