The global pandemic exposed the vulnerabilities of enterprise contact centers. Those that had not implemented (or that have yet to implement) AI and automation technologies to augment and scale human call center agents scrambled to catch up, and many are still attempting to chart that path. Meanwhile, the cold reality is that contact centers cannot retreat to a pre-pandemic state, as consumer and business interactions have been irrevocably transformed to adjust to COVID-era buying and spending habits.
However, imagine if you were offered the opportunity to build a brand new contact center today, how would you do it? What AI technologies must be in place, how do you design an optimal call center for a hybrid workforce of digital and human agents, and how do you make sure customer experiences are all the better for these efforts?
Watch the replay on to get critical insights from experts at Everest Group, and learn how Capgemini created multi-tenant hybrid call centers, empowered with Conversational AI and AI-assisted collaboration, as a model for enterprises worldwide.