Five9, NICE, and Zoom raise the CX bar with generative AI. The CX vendor offerings enable enterprises to leverage generative AI to improve customer experiences, without the risks associated with using information outside their domain.
Three ways generative AI can improve customer experiences
The Analyst Team
David Myron
Principal Analyst, Customer Engagement
As part of Omdia’s enterprise IT team, David focuses on contact center as a service, workforce engagement management, and AI solutions, as well as agent staffing trends. He provides insights into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.
David is a multiple award-winning writer who began covering the contact center industry in 2001 as the customer service and support editor at CRM magazine. He later served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and the founding editor of SmartCustomerService.com. David holds a Bachelor of Arts in communication (with a concentration in journalism) from Hofstra University.
These are Omdia driven recommendations based on content that is both similar, and has been frequently visited by other users in combination with the content you are currently viewing.
Omdia Recommends
These are Omdia driven recommendations based on content that is both similar, and has been frequently visited by other users in combination with the content you are currently viewing.
Generative AI: Market Landscape 2023
ChatGPT, Stable Diffusion, and DALL-E are applications that have unleashed unprecedented interest in the potential of Generative AI. Omdia’s foundational report describes the market landscape for Generative AI in the enterprise.
Report / 03 Mar 2023 / Mark Beccue
Subscription Required
Generative AI: Will ChatGPT-powered email head to the contact center?
Microsoft announced the preview of a new generative AI-powered email in Microsoft Viva Sales. Omdia predicts the launch will give rise to ChatGPT-powered email in the contact center.
Analyst Opinion / 14 Feb 2023 / Mila D'Antonio
Generative AI: How ChatGPT signals new productivity potential in the digital workplace
ChatGPT provides a tantalizing glimpse into how generative artificial intelligence (AI) may transform the workplace, but how could this technology specifically improve communication, collaboration, customer engagement and employee support?
News Analysis / 09 Feb 2023 / Tim Banting
You must sign in to use this functionality
Authentication.SignIn.HeadSignInHeader
These are Omdia driven recommendations based on content that is both similar, and has been frequently visited by other users in combination with the content you are currently viewing.
Omdia Recommends
These are Omdia driven recommendations based on content that is both similar, and has been frequently visited by other users in combination with the content you are currently viewing.
Thank you
Our expert analysts will review your question and the Ask an Analyst team will get back to you. We aim to respond within 24 hours, but we’re often quicker.
Ask an Analyst
Our team of experts are here to answer your questions. From advice on market trends to a query on research point, and everything in between, we want to hear from you.
Ask an analyst is available as part of a subscription. If you'd like access, contact us today.