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Revolutionizing Customer Engagement: C1’s AI and Omni-Channel Vision
Manage episode 428587936 series 3499431
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Curious about how a small Avaya partner transformed into a major player in the contact center space? Join us as we chat with Mark, the CTO of C1, discussing their remarkable journey and how their philosophy of being "agnostic with preference" ensures the best-fit solutions for clients. Mark elaborates on the importance of R&D, managed services, and a comprehensive lifecycle approach in revolutionizing customer experiences, sharing insights into their transition from TDM voice to omni-channel communication.
Discover the groundbreaking impact of generative AI on customer experience, highlighted through their innovative platform, Ellie. Mark reveals how Ellie tackles the challenge of AI-ready data, with tools like Fabric building and managing data lakes to operationalize AI effectively. We dive into the critical role of linguistics and ethical considerations in AI development, and share a compelling story of predicting customer churn using AI to transcribe and analyze call recordings. Don't miss this deep dive into the future of customer experience shaped by technological innovations.
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Chapters
1. Revolutionizing Customer Engagement: C1’s AI and Omni-Channel Vision (00:00:00)
2. Innovative Solutions in Customer Experience (00:00:02)
3. Gen AI's Impact on Customer Experience (00:08:03)
4. Advanced Technology in Customer Experience (00:14:51)
172 episodes
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