The contact center has never been more different.
A perfect storm of enabling communications, AI and CCaaS applications has combined with the capacity to operate anywhere in the world. The way contact centers are designed, implemented and run has changed.
Voice is at the core of innovation.
Voice powered transcription underpins the CRM - intelligent knowledge bases, agent assist, machine learning, CX analytics, sales intelligence and CCaaS apps all rely on it. It enables whole new security and authentication with biometrics, PCI redaction and more.
Voice is the preferred, most used & fastest growing channel.
Baby boomers, Gen X’ers and Millennials all prefer voice. More companies are offering voice and expanding their voice ahead of any other channel.** Zendesk Customer Experience Trends Report 2020