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

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

NICE’s Andrea Matsuda on Digital Engagement and the Contact Center
Written By
James Maguire
James Maguire
Oct 5, 2023
1 minute read
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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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