High Interest In Adopting AI Across The Contact Centre
.jpg)
NICE inContact, a NICE business, last week announced the results of a new study, AI-Infused Contact Centres Optimise Customer Experience. The study, conducted by Forrester Consulting on behalf of NICE inContact, found high interest among contact centre leaders in adopting AI across the contact centre.
Of those polled, 64 percent plan to increase their AI investment over the coming year. For example, contact centre leaders see a range of opportunities for AI to enhance the agent experience. These include personalised agent and customer matching, augmenting agent capabilities to improve productivity, and support for management tasks such as workforce management.
“AI streamlines inquiry capture and resolution. It optimises case routing, classification, and schedule management. It extracts useful information from voice and digital conversations to quickly surface trends in issues and customer sentiment that may affect customer retention and loyalty,” according to the Forrester report, The Three Customer Service Megatrends In 2019 cited in the new Forrester study.
Yet, given the wide-ranging impact of AI, how to best lay the foundation for long-term adoption can be unclear. Contact centre leaders acknowledge that AI requires a strategic, concrete roadmap to minimize implementation challenges, rather than blanket investment. In fact, 77 percent agree that while AI increasingly peels off simpler customer service requests, it also increases the need for agents to develop additional skills to deal with more complex and higher-value customer inquiries.
Additional findings include:
– Contact centre leaders anticipate a key role for agents alongside the growth of AI. 80 percent of respondents agree that AI would help their contact centres increase agentless interactions. This, however, does not translate to a reduction in agent staff, as 74 percent of respondents state that the number of agents will either grow or stay the same this year. While AI will handle simpler, repetitive interactions, agents are still needed to manage the more complex, higher-value interactions that require advanced skills and additional time to resolve.
– AI is seen as a competitive differentiator. According to 79 percent of respondents, AI would enable contact centres to deliver consistent, timely and contextually relevant experiences – a key expectation of today’s customers.
– Implementation challenges are not deterring customer experience (CX) decision-makers. Of those currently pursuing an AI strategy, 95 percent are taking steps to overcome AI implementation challenges, primarily by seeking more training, expertise, and support. Agent training is the leading avenue at 44 percent.
“The Forrester study found that 98 percent of businesses believe that contact centres are instrumental in improving customer experience. Leveraging AI to increase contact centrer operational efficiencies while creating omnichannel agents adept at handling digital as well as voice interactions needs to be a top priority,” said Paul Jarman, NICE inContact CEO.
“Higher interaction volume puts a heavy strain on agents, and AI has an incredible role in easing that burden so agents can provide the very best experiences to customers. NICE inContact has invested heavily to infuse CXone with end-to-end AI capabilities to address real-life challenges and help contact centre leaders and agents stay one step ahead throughout customer journeys.”
In order to help businesses better understand their current AI strategy within the contact center, NICE inContact commissioned Forrester Consulting to develop an interactive assessment tool. Analyzing the unique attributes of the contact centre, alongside stated program goals and metrics, the assessment tools offers an AI roadmap outline, sharing key tips on the purposeful rollout of a long-term AI plan.
source contactcentres
Industry: Unified Communications
Latest Jobs
-
- Public Sector Cyber Security Sales | UK
- England
- N/A
-
Public Sector Cyber Security Sales | UK UK | Remote / Hybrid A cyber security provider is seeking a Public Sector Sales professional to drive growth across UK government and public sector organisations. Must have current Cyber Security sales experience. Responsibilities Generate new business selling cyber security solutions into UK public sector Build relationships with CIO, CISO and senior technology stakeholders Manage the full sales cycle from opportunity to contract close Develop pipeline across central government, local government and public sector bodies Support bids, tenders and framework opportunities Experience Proven cyber security sales experience in the UK Track record selling into public sector organisations Familiarity with CCS, G Cloud or other government frameworks Strong stakeholder engagement and deal management skills Location UK based Security Requirements Eligible to obtain UK Security Clearance
-
- Security Architect | MoD - Security Cleared. OUTSIDE IR35 | Hampshire
- N/A
- Outside IR35
-
Security Architect | MOD | Security Cleared | Outside IR35 | Hampshire Commutable The successful candidate must be willing to undergo DV Clearance, ideally already holding active clearance. You will produce high and low level security architecture documentation, guiding and validating designs for systems deployed within sensitive environments. The role requires providing specialist security input into solution design, service transition and change initiatives, working closely with engineering, operations, client and third party stakeholders. You must have current hands on architectural experience, including VMware secure platform design and virtualisation architecture, alongside AWS expertise. This is an outside IR35 contract- 6 month rolling. Part of a longer term MoD project
-
- Active Directory | RBA engineer | UK Remote | SC Clearable
- United Kingdom
- N/A
-
Technical Active Directory (AD) and RBA specialist needed to play a key part in complex, enterprise scale Active Directory and access transformation programmes. You will work alongside senior team, helping reshape access models, modernise legacy directory structures and strengthen security posture across secure environments. This is hands on delivery within high impact projects where your work directly improves access control, compliance and operational resilience. Active UK Security Clearance required. This is a remote role with client travel. Implementation of Role Based Access Control across large AD estates Restructuring complex permission models, security groups and delegated access Supporting domain controller upgrades and core directory improvements Applying security hardening standards and remediating audit findings Enhancing authentication, policy and access governance frameworks Troubleshooting and resolving technical AD challenges within live environments Producing robust technical documentation and identifying project risks You must have the following technical experience Enterprise Active Directory administration Role Based Access and permission remediation OU design and governance Group Policy management Security group delegation models DNS and DHCP services Kerberos authentication / NTLM PowerShell scripting and automation Azure AD | Entra ID Hybrid identity environments Identity Governance PAM
-
- Identity and Access Management Consultant (Saviynt & Microsoft Entra) | UK
- United Kingdom
- N/A
-
Role summary Technical IAM consultant delivering identity governance and cloud identity solutions to enterprise clients. What you will do Implement / Configure / Deploy Saviynt IGA / Microsoft Entra solutions: Lead technical workshops, gather requirements and translate into solution designs. Troubleshoot complex issues, support testing and deployments. Produce technical artefacts and configuration guides. Key skills Hands-on Saviynt IGA experience (workflow, connectors, access governance). Strong practical knowledge of Microsoft Entra ID / Azure AD identity and access controls. Understanding of identity protocols (SAML, OAuth, OpenID Connect) and hybrid identity. Experience with APIs / REST for integrations and automation. What we are looking for Proven delivery experience in IAM / IGA projects, preferably in consulting. Confident communicator with client-facing delivery exposure.