Tag: AI

Are Remote Contact Centers Here to Stay

Research Desk

Contact centers—like most industries in today’s economy—had to swiftly adapt to working remotely during COVID-19. They’ve relied on technology to continue operations during the pandemic, and have even used those tools to scale customer support activities as the volume of calls has increased alongside market turbulence.

This Dialpad and Pulse survey of 100 tech leaders finds that boosting agent productivity—and leveraging emerging technologies like AI to do so—is top priority right now as companies evaluate whether remote contact centers will become the new norm.

Data trends redefine leading brands.

Research Desk

Did you know organizations that put data at the center of their business gain better insights? According to our research, data centricity is now a top priority in 2020 for larger companies. Read “Data trends redefine leading brands” to learn how companies that leverage insights from data for scientific commercial decision-making and data-driven marketing are changing the game.

In this report, see how AI, customer journeys, and analytics are changing the game for customer data insights as well as:

  • Why most organizations consider data-centricity a top priority for 2020
  • That 65% of brands want stronger segmentation and targeting, so data and analytics are a key differentiator
  • How leading brands are leveraging data-driven insights to deliver personalized customer experiences

Mainframe In The Age Of Cloud, AI, And Blockchain

Research Desk

There’s a common misconception that mainframes are legacy technology. In fact, 47% of enterprises are planning to increase their mainframe usage in the next two years. You must consider the following for your modernization journey.

  • Refactoring yields the best results.
  • Don’t ignore DevOps on your mainframe.

An evolved, hybrid approach to mainframe yields significant business benefits.

IDC Spotlight Unleashing the Power of AI Initiatives with the Right Infrastructure

Research Desk

Artificial intelligence (AI), machine learning (ML), and deep learning (DL) technologies are expected to permeate day to day business as well as customer activity. Industries such as healthcare (advanced diagnosis and treatment), transportation (advanced driver assistance systems and autonomous vehicles), and life sciences (rare disease treatment research) are some of the early adopters of AI. The goal for any organization adopting AI/ML/DL is to deliver meaningful insights and predictions that can significantly improve products, processes, or services across industries and use cases.