Contact centers have evolved slowly over the years. For the past decade, it’s been about omni-channel. Before that, it was interactive voice response (IVR), and before that, it was skills-based evolution. This slow and steady progression is about to change.

In this white paper by Talking Pointz, Dave Michels highlights the technological disruption heading toward the contact center field. Machine learning and artificial intelligence are revolutionizing the way contact centers operate, from self-service options to virtual agents and agent assist.