By 2023, 30% of customer service organizations will deliver
proactive customer service using artificial intelligence (AI), process
orchestration and continuous intelligence.
Gartner’s Definition: The current reshaping of the customer
engagement center (CEC) market is characteristic of the consolidation of the
customer service technology market. Customer service and support organizations
must deliver consistent, effortless, intelligent and personalized customer
service to their customers. The ability to orchestrate customer requests with
assisted service, as well as with self-service, is one of the four pillars of
great customer service within a leading customer service and support operation.
The four pillars of great customer service are:
1. Getting connected
2. Process
orchestration
3. Resource
management
4. Analytics and
insights
Salesforce, Pegasystems, Servicenow, Microsoft, Oracle
& Zendesk are the leaders in 2020 Magic Quadrant for the CRM Customer
Engagement Center
No comments:
Post a Comment