Enterprise Priorities are Rapidly Changing

In the past, cost was often the primary or the only consideration for any IT investment. Not anymore, HFS Founder Phil Fersht observed in a conversation with Amelia CEO Chetan Dube.

Enterprise priorities are always in a state of flux, but never more so than in the past few years as CIOs and business executives pursue IT strategies designed to enhance customer journeys. As HFS Founder Phil Fersht told Amelia CEO Chetan Dube in a recent conversation: "Business continuity and value is starting to trump the cost implications... When I talk to enterprise leaders now, their jobs are about data and governance and change."

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The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

In this white paper, we examine the benefits of an Intelligent Contact Center, where companies utilize Conversational AI-powered virtual agents to provide first-line resolution and support for customers, and augment human employees through AI and automation.

Download our paper to learn the benefits of this approach and why current IVR systems simply will not cut it in today’s hyper-paced digital landscape.

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