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Agenda | MSP Summit 2021

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What Elastic Customer Service Is and Why Call Centers Are Adopting It

Gadi Shamia  (Head of Channels, Replicant)

Location: Level 3, Jasmine FGH

Date: Wednesday, November 3

Time: 10:50am - 11:25am

Pass Type: All-Access, CP Conference

Session Type: Conference Session

Track: Emerging & Disruptive Technology

Vault Recording: TBD

Audience Level: All

With the right technology applied, contact centers can become the most strategic part of a channel partner’s customer service strategy. Fortunately, we are entering a decade in which AI and other emerging technologies will make a profound impact on contact centers at large. This session will discuss the impact of voice AI and elastic customer service on call centers. For the first time, companies are providing always-on, elastic capacity that scales dynamically to meet customer demand with autonomous contact centers. This means customers no longer wait on hold, agents spend more time resolving high-value cases and companies can reduce their contact center costs while scaling with customer demand. In this session, attendees will hear deep dive into how to implement voice AI for their contact center customers and walk through live customer implementations and results. You will come away with a deeper understanding of what elastic customer service is, how to integrate AI into your contact center strategy and what success looks like across industries and companies.