Everyone who is familiar with the current tech scene is aware that conversational AI has been a game-changer, particularly in contact center operations. Although large organizations tend to have the upper hand due to extensive financial and IT resources, companies such as ZOOM and Microsoft are taking the lead in balancing the scales. By leveraging the power of generative AI, they aim to democratically extend access to AI benefits for businesses of all sizes.
Our dedicated VIcom team understands that enhanced customer experience (CX) and improved operational efficiency are top priorities for contact centers. Therefore, the rapid resolution of customer issues, improved agent productivity, and lessened agent workload that AI can facilitate are key focuses. Recent surveys reflect a bright outlook for AI-infused contact centers, with Gartner projecting a significant potential for self-service growth and Metrigy forecasting a drastic surge in AI-resolved inquiries by 2025.
Nevertheless, it’s evident that small and medium-sized contact centers face an adoption barrier due to budget constraints and technology limitations. At VIcom, we are proactive about breaking down these barriers. We empower our clients by offering affordable, cutting-edge AI solutions and specialized support during the initial phases of integration and implementation.
Generative AI and AI integrated into existing contact center solutions are two significant paths we recommend to bridge the competitive gap. These AI solutions are designed to provide conversational experience, facilitate original content creation, and engage non-technical leaders, all without necessitating excessive investment. Consequently, businesses of varying sizes can compete on a level playing field in the customer experience arena.
At VIcom, we remain committed to leveraging our expertise in AV, UC, Cloud, and IT solutions to support contact centers’ digital transformation. We invite you to partner with us in transforming the future of your contact center operations with AI — leveling up your customer experience and operational efficiency by lowering the adoption barrier. Dive deeper into our offerings by exploring our comprehensive suite of services.