SAN FRANCISCO–(BUSINESS WIRE)–LiveVox Holdings, Inc. (“LiveVox” or the “Company”) (NASDAQ: LVOX), a number one cloud-based supplier of customer support and digital engagement instruments, right now launched the outcomes of a commissioned examine performed by Forrester Consulting to determine the important thing use circumstances and challenges when deploying AI expertise within the contact heart. The examine, entitled “Contact Centers and AI: Sounds Like You Need Help Unlocking Full Benefits” surveyed 315 IT and operations leaders chargeable for AI contact heart expertise in U.S. corporations and located that whereas AI expertise adoption throughout the contact heart has elevated and resulted in improved buyer expertise (CX), measurable ROI has been delayed by a quantity of vital challenges.
The high ranked obstacles stopping contact facilities from reaching ROI from AI expertise investments embrace: the excessive value of implementation (43% -top three rank), not having entry to needed buyer information (40%), and a scarcity of expert in-house employees (38%). Additional findings embrace:
AI Adoption is Well Underway. On common, executives report that they’re utilizing three AI instruments of their contact facilities right now, with 1 / 4 of respondents reporting use of greater than 4. Even so, solely about half are utilizing chatbots, AI digital brokers, real-time speech and textual content analytics, and agent help. Overall, by broad margins, contact facilities with 100 to 250 brokers cleared the path in adoption of AI and are utilizing a variety of instruments together with robotic course of automation, chatbots, and digital brokers.
Delays During Initial Deployment and Routine Updates are Widespread. Over 50% of contact heart decision-makers say they’re unable to make the modifications wanted to machine studying (ML) fashions and AI instruments as a result of they depend upon distributors and lack the employees and experience to achieve this themselves. Additionally, excessive implementation prices, restricted information entry, and the necessity for integration with legacy CRMs decelerate preliminary deployment for 40% of companies.
High Expectations, Low Measurable ROI. Although many contact heart leaders imagine AI instruments will increase each buyer and agent satisfaction, fewer than half of respondents skilled advantages from implementing AI instruments. However, 80% nonetheless agree {that a} pre-integrated AI answer may present higher flexibility to deploy, take a look at, and alter functions shortly.
“The adoption of AI inside contact facilities stays each the biggest potential profit and largest problem to delivering an distinctive agent and buyer expertise,” mentioned Louis Summe, CEO and co-founder, LiveVox. “In order to take away the boundaries round AI adoption and implementation, contact facilities want to companion with expertise corporations that perceive the applying of sensible AI and the way the expertise could be seamlessly built-in inside brokers’ workflows. AI is just not a silver bullet; the expertise should be simple to implement and handle, knowledgeable by information, supported by knowledgeable individuals, and persistently utilized all through the shopper journey to ship tangible, measurable ROI.”
To learn the way your contact heart can take benefit of AI expertise and see the advantages, register for LiveVox’s upcoming webinar that includes Forrester on Thursday, May nineteenth at 11am PT / 2pm ET. Register right here.
To obtain the complete examine, click on right here.
About LiveVox
LiveVox (Nasdaq: LVOX) is a subsequent technology contact heart platform that powers greater than 14 billion omnichannel interactions a yr. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s expertise delivers distinctive agent and buyer experiences, whereas serving to to mitigate compliance danger. With 20 years of cloud expertise and experience, LiveVox’s CCaaS 2.0 platform is on the forefront of cloud contact heart innovation. The Company has greater than 650 international staff and is headquartered in San Francisco, with workplaces in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To keep up to date with every part LiveVox, comply with us at @LiveVox or go to livevox.com.
Forward-Looking Statements
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https://www.businesswire.com/news/home/20220516005180/en/LiveVox-Study-Reveals-Contact-Centers-Have-Increased-Adoption-of-AI-But-Struggle-to-Capture-ROI