Demystifying artificial intelligence’s role in contact centers

AI is shaping the future of customer experiences and the contact center.

Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. According to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in particular how this is benefiting the agent and customer experience.

Redefining data protection

In a world where digital transformation determines winners and losers, businesses continue to create increasingly larger volumes of data, and by way of doing so, have evolved to the point where every organization is now a technology company. Further, it is a time where the most significant source of differentiation an organization has is the data that it keeps.

Layers of Security

Do you remember the movie “Die Hard”?  Arguably the best Christmas movie ever. All kidding aside, this movie has a great correlation into security best practices. Before we go into that, let’s recap. The bad guys in the movie were going to steal $640M in bearer bonds.

Data lake vs. data leak

The advent of scalable enterprise search based on (among other things) Lucene-based storage clusters has brought about a renaissance in analytics techniques. Knowledge discovery across the enterprise has become a possibility and many have capitalized on this.

Hindsight to insight: Why digital transformation is not an option

If you’re a Star Wars fan like I am, you have always been able to imagine a world where technology is at the heart of everything we do.  Today, a digital world is no longer the stuff of great sci-fi, it’s our reality.  Fueled by our thirst for knowledge and our ‘on-demand’ appetite; technology, and the data it’s creating, are advancing and increasing at exponential rates.

The most pressing data concern in 2019

Around this time every year, I always see an influx of the top trends in technology. It seems like the perennial hot topic is security, with good reason as each year the number of incidents and evolving creativity with which these attacks are orchestrated contribute to an increase in the sheer magnitude of losses.