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Evolution of Contact Centers in Enterprises Contact centers have been there since the 60s, but what started as a simple office model for handling inbound and outbound customer calls has evolved drastically over the years to include omnichannel support that covers email, social media, live chat, and more recently, AI chatbots.
Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. Forbes Some applications of AI in the contact center include: call guidance software, predictive call routing, sentiment analysis, personalization, chatbots, auto-notetaking, and more. 2022, March 1). BusinessWire.
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