NICE’s Andrea Matsuda on Digital Engagement and the Contact Center

I spoke with Andrea Matsuda, Manager of Product Marketing at NICE, about how evolving technologies are affecting contact center performance.
Among the topics we discussed:

When you refer to digital engagement, what exactly do you mean? Are you referring to chatbots?
We see so much buzz about ChatGPT and AI solutions. What role does AI play in automating customer interactions?
How do you ensure your digital self service solutions align with the company’s overall CX objectives?
With the introduction of digital channels in contact centers, how has this impacted WFM? WFM solutions were built for phone calls; is there an impact by introducing them to the digital channel?
We are seeing a lot of buzz around the back office and how it has been siloed from the front office; it appears there is a desire to blend. What is the best approach to achieve this? Is this something that TTI analytics can help with?

Watch the video:

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