IDC: Unlocking the Power of AI for Contact Centers

IDC conducted a study of contact centers in 2020. This infobrief, written by IDC analysts Ritu Jyoti and Mary Wardley, provides an in-depth look at the results.

The impact of Conversational AI in the contact center

While customer experience (CX) has always been important to businesses, it has moved more into the spotlight with evolving customer preferences during recent world events.

Fortunately, artificial intelligence (AI) can alleviate these challenges. AI is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value.

This infobrief gives an in-depth look at a 2020 IDC study on contact centers and the short-term and long-term impact of AI in the contact center. This infobrief covers:

  • New IT Investments Driven by the COVID-19 Crisis
  • Contact Center Preparedness for the COVID-19 Crisis
  • How Organizations Can Transform the Customer Service Experience
  • What is Contact Center AI?
  • Primary Business Drivers for Embracing AI for Contact Centers
  • Early Adopters Success Metrics with Contact Center AI

Download the infobrief today.

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Agenda

  • 8:30 AM–9:30 AM
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    Opening Keynote: Lorem ipsum dolor sit
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    Fast analytics at scale with Google BigQuery
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  • 10:40 AM–11:00 AM
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  • 11:40 AM–12:40 PM
    Lunch
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  • 1:00 PM–1:20 PM
    Session Title
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  • 1:20 PM–1:40 PM
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  • 1:40 PM–2:40 PM
    Closing keynote: Lorem ipsum dolor sit
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  • 2:40 PM–3:40 PM
    Happy hour

Agenda

Track 1

Track 2

  • 8:30 AM–09:30 AM
    Registrations
    Registrations
  • 9:30 AM–09:40 AM
    Opening Keynote: Lorem ipsum dolor sit
    Firstname Lastname, Position, Company XYZ
    Opening Keynote: Lorem ipsum dolor sit
    Firstname Lastname, Position, Company XYZ
  • 9:40 AM–10:00 AM
    Pushing the limits of BigQuery with Kabam
    Firstname Lastname, Position, Company XYZ
    Pushing the limits of BigQuery with Kabam
    Firstname Lastname, Position, Company XYZ

Track 1

Track 2

Track 3

  • 8:30 AM–09:30 AM
    Registrations
    Registrations
    Registrations
  • 9:30 AM–09:40 AM
    Opening Keynote: Lorem ipsum dolor sit
    Firstname Lastname, Position, Company XYZ
    Opening Keynote: Lorem ipsum dolor sit
    Firstname Lastname, Position, Company XYZ
    Opening Keynote: Lorem ipsum dolor sit
    Firstname Lastname, Position, Company XYZ
  • 9:40 AM–10:00 AM
    Pushing the limits of BigQuery with Kabam
    Firstname Lastname, Position, Company XYZ
    Pushing the limits of BigQuery with Kabam
    Firstname Lastname, Position, Company XYZ
    Pushing the limits of BigQuery with Kabam
    Firstname Lastname, Position, Company XYZ

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  • 8:30 AM–09:30 AM
    Registrations
  • 9:30 AM–09:40 AM
    Opening Keynote: Lorem ipsum dolor sit
    Firstname Lastname, Position, Company XYZ
  • 9:40 AM–10:00 AM
    Pushing the limits of BigQuery with Kabam
    Firstname Lastname, Position, Company XYZ
  • 10:00 AM–10:40 AM
    Fast analytics at scale with Google BigQuery
    Speaker: Name, Title, Organization
  • 10:40 AM–11:00 AM
    Break
  • 11:00 AM–11:20 AM
    Session Title
    Speaker: Name, Title, Organization
  • 11:20 AM–11:40 AM
    Session Title
    Speaker: Name, Title, Organization
  • 11:40 AM–12:40 PM
    Lunch
  • 12:40 PM–01:00 PM
    Session Title
    Speaker: Name, Title, Organization
  • 1:00 PM–01:20 PM
    Session Title
    Speaker: Name, Title, Organization
  • 1:20 PM–01:40 PM
    Session Title
    Speaker: Name, Title, Organization
  • 1:40 PM–02:40 PM
    Closing keynote: Lorem ipsum dolor sit
    Speaker: Name, Title, Organization
  • 2:40 PM–03:40 PM
    Happy hour

Day 2 Agenda

  • 8:30 AM–09:30 AM
    Registrations
  • 9:30 AM–09:40 AM
    Opening Keynote: Lorem ipsum dolor sit
    Firstname Lastname, Position, Company XYZ
  • 9:40 AM–10:00 AM
    Pushing the limits of BigQuery with Kabam
    Firstname Lastname, Position, Company XYZ
  • 10:00 AM–10:40 AM
    Fast analytics at scale with Google BigQuery
    Speaker: Name, Title, Organization
  • 10:40 AM–11:00 AM
    Break
  • 11:00 AM–11:20 AM
    Session Title
    Speaker: Name, Title, Organization
  • 11:20 AM–11:40 AM
    Session Title
    Speaker: Name, Title, Organization
  • 11:40 AM–12:40 PM
    Lunch
  • 12:40 PM–01:00 PM
    Session Title
    Speaker: Name, Title, Organization
  • 1:00 PM–01:20 PM
    Session Title
    Speaker: Name, Title, Organization
  • 1:20 PM–01:40 PM
    Session Title
    Speaker: Name, Title, Organization
  • 1:40 PM–02:40 PM
    Closing keynote: Lorem ipsum dolor sit
    Speaker: Name, Title, Organization
  • 2:40 PM–03:40 PM
    Happy hour

Day 3 Agenda

  • 8:30 AM–09:30 AM
    Registrations
  • 9:30 AM–09:40 AM
    Opening Keynote: Lorem ipsum dolor sit
    Firstname Lastname, Position, Company XYZ
  • 9:40 AM–10:00 AM
    Pushing the limits of BigQuery with Kabam
    Firstname Lastname, Position, Company XYZ
  • 10:00 AM–10:40 AM
    Fast analytics at scale with Google BigQuery
    Speaker: Name, Title, Organization
  • 10:40 AM–11:00 AM
    Break
  • 11:00 AM–11:20 AM
    Session Title
    Speaker: Name, Title, Organization
  • 11:20 AM–11:40 AM
    Session Title
    Speaker: Name, Title, Organization
  • 11:40 AM–12:40 PM
    Lunch
  • 12:40 PM–01:00 PM
    Session Title
    Speaker: Name, Title, Organization
  • 1:00 PM–01:20 PM
    Session Title
    Speaker: Name, Title, Organization
  • 1:20 PM–01:40 PM
    Session Title
    Speaker: Name, Title, Organization
  • 1:40 PM–02:40 PM
    Closing keynote: Lorem ipsum dolor sit
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  • 2:40 PM–03:40 PM
    Happy hour

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Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

Firstname Lastname 3

Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Firstname Lastname

Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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Customer Engineer,

Google Cloud

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Customer Engineer

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Customer Engineer

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Customer Engineer,

Google Cloud

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Customer Engineer

Google Cloud

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h3 headline 30 characters max

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h3 headline 30 characters max

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