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Navigating Digital Transformation in Contact Centers
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The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality.Technologies covered:• Interactive Voice Response (IVR), Natural Language Speech Recognition• Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.)• Internet of Things (IoT)• Live Agent Voice• Mobile Customer Care• Proactive Outbound• Social Media• Video, Video Kiosks• Virtual Assistant Text Chat, Virtual Assistant Voice• Web• Cloud/Hosted Contact Center TrendsFrost & Sullivan aims to:• Understand the IT-related challenges organizations face today• Monitor the status of digital transformation including newer solutions such as Artificial Intelligence (AI) and XaaS.• Assess the current and future use of contact center technologies• Evaluate factors that drive investments in contact center technologies• Gauge IT and communications trends• Provide KPI data
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