“Analytics has brought an unprecedented degree of intelligence—yes, I’ll say it—artificial intelligence (AI), to the call-routing process"

“Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.”

“The practice of spoofing has gotten so inexpensive that it has grown exponentially, leading to the proliferation of these calls and the nearly nonstop ringing of the phone.”

“Painfully slow, complex, tree-based IVR menus are about to go the way of the buffalo.”

“Initially, the big focus was on replacing resources but the real action will be in agent augmentation, where technology and humans work hand-in-hand to deliver better experiences.”

“More than discovering what customers are talking about, sentiment analysis lets users know how the customer feels.”

“Consultants talk about the ideal while operations leaders deal with limited budgets and staff bandwidth.”

“Big Data relies on analytics to create value from data of all sorts, and analytics’ superpower is to detect patterns.”

“Analytics is at the core of everything a business needs to do to succeed in the customer experience economy today.”

“We are also seeing clear indications that contact center buyers are starting to think along the lines of choosing the app/solution they want regardless of whether or not it is native to their platform.”