Increased collaboration has been the most positive result of participating organizations’ digital channel investments. This is also linked to a greater level of customer engagement and improved customer service metrics. Key to enabling increased employee collaboration is investments in digital workplace platforms. This session will look at the emerging styles of collaboration that can support customer services more effectively and how digital workplace platforms could support continuous customer engagement in support of the “everything customer.”

Previously separate approaches to analyzing customer service interactions are uniting as artificial intelligence and machine learning to improve interaction, understanding and intent regardless of communication channel. In future, customer service analytics will be real time, leveraging historical and real-time insight to deliver optimum, operational, employee and customer-centric experiences. This session will look at how organizations can deliver more insightful customer service analytics and maximize investments in a changing vendor landscape.

A marketplace theatre look at the players in the CCaaS Magic Quadrant, and what to look for when selecting a provider.