2020 Omnichannel Unstructured Data 
Callminer
DECEMBER 5, 2019
Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Here are my predictions on how the contact centre will evolve in 2020. The data shows that callers are increasingly using offensive language to verbalize their anger and frustration.
Intercom, Inc.
FEBRUARY 13, 2020
In the omnichannel era we’re now living in, automation is the hook that helps crochet all the threads together. Here we are in 2020 with much better data collection than we’ve ever had. We also recently wrote about the marketing tech trends we’re eyeballing in 2020: . specializes in.
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Ameyo Callversations
APRIL 21, 2022
In 2020, we witnessed paradigm change in different avenues of our life. Contact centers should see their operations as a seamless omnichannel customer experience hub instead of a physical-digital patchwork. In addition, cloud-based analytics engines and unstructured data processing will help decipher the insights hidden in the data.
Steven Van Belleghem
MAY 19, 2020
But we had had the modest ambition, in line with our 2024 vision, to fire up small initiatives in 2020 to explore the possibilities and impact of service experts or agents working from home. First, the Omnichannel Contact Center to seamlessly integrate and operate technologies to manage channels, monitor contact center and develop agents.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. Omnichannel, Cloud-Based Contact Centers. AI is here to stay.
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