Summary
Customer experience vendors and solution providers are leaning hard on artificial intelligence and analytics to drive growth through the first half of 2022. No-code and low-code platforms are opening up virtual assistant and chatbot creation to non-technical teams, letting marketing, service, and operations staff prototype customer-facing tools without waiting on engineering cycles.
Conversational AI platforms now allow companies to tailor virtual agents by region, language, voice, and personality, while automation builders string together multi-step self-service workflows that run continuously with little manual upkeep. Analytics dashboards spanning historical and real-time data are changing how contact centre and CX leaders make staffing and process decisions. Sentiment analysis and quality-management add-ons are also surfacing coaching opportunities for agents in real time, giving supervisors a clearer view of interaction quality without manual call review.
Beyond automation tooling, providers are competing to orchestrate the full end-to-end customer journey, stitching together touchpoints that used to sit in separate systems into one coherent experience across voice, chat, and digital channels. Acquisitions, platform bundling, and consolidation among vendors are reshaping who leads in contact-centre technology, conversational commerce, and customer engagement software.
Named platforms such as Vonage and 8x8 illustrate where the competitive edge in vendor innovation is being built this year, as enterprise buyers increasingly weigh consolidated suites against best-of-breed point solutions when modernising their contact-centre stack.
Which solution providers are pulling ahead through acquisitions and platform bundling, and which are winning purely on product innovation?
Schedule a call with Twimbit analyst to learn how we can help you.
Already a Twimbit client? Log in