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Next-Gen Contact Center Technology Trends

About the Talk

May 1, 2015 11:30 AM

Las Vegas, NV

Las Vegas, NV

Contact center technology has become much more than Automatic Call Distribution (ACDs, call routing software). The rise of Big Data, social analytics, predictive analysis, speech analytics, and mobile customer care have all created new opportunities and challenges for making the contact center smarter. Contact centers must now be able to route context-rich information on the customer's "journey" to agents in real-time. This session will offer a progress report.

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