John Arnold, Principal of J Arnold & Associates, talks with Chris Angus, Vice President of Contact Centre Engagement, at DTXUCX 2024.
They dive into the evolving role of AI in contact centers, sharing insights from a recent roundtable discussion. Chris highlights the challenges businesses face, from implementing AI without clear strategies to balancing ROI and operational realities. They discuss the emerging trend of consumption-based AI models and the shift in buying decisions, driven by complex, iterative technologies. Chris and John explore how businesses can leverage AI to enhance customer and agent experiences, approaching deployment with caution and trust in a step-by-step journey.
8x8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact center and enterprise-class API solutions powered by one global cloud communications platform.
8x8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time business analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business.
J Arnold & Associates, an independent analyst providing thought leadership and go-to-market counsel with a focus on the business-level impact of communications technologies on digital transformation. Core areas of expertise include unified communications, collaboration, team messaging, cloud services (UCaaS/CPaaS/CCaaS), AI, automatic speech recognition (ASR), future of work, contact centers, customer experience, video, VoIP, and social media.
