Eduardo von Borstel
Senior Solutions Architect
2:15 PM AI Fueled Interaction Analytics Simplified: How Omni-Channel Analytics Technology Works and Applies to the Contact Center Industry
While some market segment have been late adopters to interaction (Omni-Channel) analytics (formerly referred to as speech analytics), there has been a lot of
recent interest in the applied use of this AI Fueled technology for contact centers to support of number of use cases. The opportunities to improve agent
performance, customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance are very real. But how do you get there?
This workshop will review the insights around implementing a Single or Omni-Channel analytics solution, including all the steps in the process. Participants will
also hear an actual customer case study from the customer themselves and learn about the areas where most clients DO in fact see ROI and what they do to