Mark Ungerman (Director, Product Marketing, Nice inContact)
There is no question that AI in its various forms has emerged in the last year as a game changer in transforming contact center operations. As the global pandemic has forced contact center leaders to explore new ways to drive innovation, speed and efficiency to maintain, or continue to improve on their ability do deliver exceptional customer experiences, AI has been atop of most lists. In fact, according to NICE inContact’s annual CX Transformation Benchmark Study, 66% of respondents are using at least one AI channel in their customer-facing operations. Join NICE inContact’s Mark Ungerman as he shares the operational impacts AI can drive in customer facing operations. Where are the strongest opportunities for leveraging AI in the contact center, how to evaluate providers, best practices for implementing and operationalizing and most importantly, what is the payback to the organization.