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2024 Executive Handbook for the Contact Center AI Market

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DUBLIN, March 1, 2024 /PRNewswire/ — The “The AI-Enabled Contact Center Guide” report has been added to  ResearchAndMarkets.com’s offering.

The AI-Enabled Contact Center Guide is designed to help contact center leaders navigate the complex, confusing, and rapidly changing AI market. The Report concentrates on the strategic, practical, and tactical application of AI in contact centers. It also reviews the underlying AI technologies and presents common use cases, benefits, and projected payback for the top systems used in contact centers.

There has never been a more exciting yet confusing time for contact centers due to the artificial intelligence (AI)-enabled technology already available and the emerging solutions and capabilities on their way to market. Contact centers are at a pivotal point. They need to change to be able to deliver a consistently outstanding and cost-effective customer experience (CX), and because of AI and automation, they have the tools to achieve these goals.

Executive handbook for the contact center AI market

This special report, The AI-Enabled Contact Center Guide, is an executive guide to help enterprise and CX leaders prepare for the next generation of customers, employees, and technology. The report provides an overview of the role and impact of AI on the departments currently known as contact centers over the next 5 to 8 years.

It presents the technology, systems, and applications that will be essential for managing these operating environments and explains how they will drive an outstanding CX and employee experience (EX) throughout the enterprise. Lastly, it provides a roadmap for how AI is expected to enhance, augment, and transform contact centers, enabling leaders to benchmark their progress on this essential journey.

The Report Includes:

Presents the contact center AI story and why these highly innovative technologies are ideal and necessary for any company that wants to deliver an outstanding CX cost-effectivelyExamines the overarching CX trends and opportunities that are driving the adoption of AI in contact centers and customer service organizationsDelivers five strategies to facilitate the adoption of AI to enhance the CXDiscusses how digital channels, self-service, and changing enterprise dynamics are driving the need for AI-enabled intelligent automation to reimagine and transform how work is managed within and between departmentsExplains the concept of a centralized contact center “AI hub/brain” and its critical role in orchestrating the contact center of the futureProvides an in-depth review and analysis of how AI is enhancing the top contact center systems, including their common use cases, benefits, payback, and projections for the futurePresents the vision, phases, and timeline for the adoption of AI in contact centers and discusses the steps for getting started while minimizing risk and costProvides a list of strategic objectives, challenges, decisions, actions, imperatives, and recommendations that all contact centers should consider as they undertake their AI journeyIncludes a directory of vendors who are delivering AI innovation to market, by product category

Key Topics Covered:

1. Executive Summary

2. The Contact Center AI Story

3. CX Overarching Trends and Opportunities
3.1 The AI Revolution
3.2 The Customer Data Opportunity
3.3 Self-Service in the Digital Age
3.4 Voice vs. Digital Channels
3.5 Changing Enterprise Dynamics
3.6 The Power of the Cloud

4. AI-Enabled Contact Center Technology, Systems, and Applications
4.1 The AI Brain
4.2 Contact Center as a Service (CCaaS) Platforms
4.3 Customer Relationship Management (CRM)
4.4 Workforce Engagement Management (WEM) Platform
4.5 Self-Service Solutions
4.6 Real-Time Adaptive Intelligent Routing
4.7 Intelligent Business Automation/Workflow
4.8 Workforce Management
4.9 Interaction Analytics
4.10 Analytics-Enabled Quality Management
4.11 Agent Assist
4.12 Post-Interaction Summarization
4.13 Knowledge Management
4.14 Other AI-Enabled Contact Center Solutions

5. The Outlook for AI in Contact Centers
5.1 The Contact Center AI Journey
5.2 Getting Started with AI

Appendix
Appendix A: Strategic Directions
Appendix B: Snapshot of AI-Enabled Agent-Facing Applications
Appendix C: Vendor Directory

For more information about this report visit https://www.researchandmarkets.com/r/qc5bgg

About ResearchAndMarkets.com
ResearchAndMarkets.com is the world’s leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products and the latest trends.

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In Turfan, Xinjiang, China’s first commercially operated microgrid has generated nearly 100 million kWh of electricity

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TURFAN, China, Nov. 15, 2024 /PRNewswire/ — On November 13, the Turfan New Energy City Microgrid Demonstration Project, China’s first commercially operated microgrid demonstration project, generated nearly 100 million kWh of electricity, equivalent to saving 29,000 tons of standard coal and reducing carbon dioxide emissions by 77,600 tons.

A microgrid refers to a small-scale power generation and distribution system organized by distributed power sources, power loads, distribution facilities, monitoring and protection devices, etc., which can realize flexible control and autonomous management. Since the end of 2013, the project had been the largest and most comprehensive solar energy utilization and building integration project in China up to that time, with 8.7 MW of photovoltaic power installed on the roofs of 223 residential buildings, generating an annual power capacity of about 10 million kWh.

To promote the physical operation of the project, the State Grid Turfan Power Supply Company invested more than 2 million yuan to cooperate in the construction of microgrid infrastructure, fully supporting the online operation of surplus new energy power generation, promoting the comprehensive utilization of renewable resources in urban buildings, and helping Turfan build a high-quality development demonstration area and a green and low-carbon pilot area.

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SOURCE State Grid Turfan Power Supply Company

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Innovations in Guiyang: Adhering to New Industrialization and Promoting High-End, Intelligent and Green Manufacturing

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GUIYANG, China, Nov. 15, 2024 /PRNewswire/ — A report by Huanqiu.com

The wave of new industrialization in Guiyang is driving the transformation and upgrading of the manufacturing industry in ways like never before. Guiyang is always strategically oriented toward “industrial structure optimization with a focus on industries”, and has made all efforts to develop “four major industrial bases”, highlighting its industrial economy as the “primary driving force” behind development. Especially relying on its policy edge in renewable energy, Guiyang has rapidly emerged as a national new-energy power battery and materials research, development and production center, injecting strong momentum into the city’s economy.

In October 2023, the CATL (Guizhou) New Energy Power and Energy Storage Battery Production Base, located in Gui’an New Area, Guizhou Province, was put into production. The first phase of the base boasts cutting-edge design standards, characterized by “lighthouse + zero carbon factory”. The high-standard facility employs advanced, high-speed, highly automated, and flexible production lines. It is designed to have an annual production capacity of 30 GWh. After the base achieves the designed production capacity, its annual output value is expected to reach 15 billion yuan. According to statistics, the base realized an industrial output value of 618 million yuan in the first half of 2024, and the year’s industrial output value is expected at about 2 billion yuan.

The Chery (Guizhou) industrial base has also yielded unusually brilliant results in the field of new energy vehicles (NEVs), where Chery Automobile’s self-developed “CHEVOO” new-generation light truck KL71 project is undergoing four-pillar car road tests. The advanced pressing, welding, painting and assembly lines, as well as the R&D lab and the all-electric truck production line, together constitute this “digital intelligent” NEV factory. Moreover, the Chery (Guizhou) industrial base has built, extended and strengthened its vehicle manufacturing industry chain so as to master key parts supply chains and reduce development costs.

The Gui’an FinDreams battery project, as an important move of BYD in Guiyang, is also showing its strength in power batteries for NEVs. FinDreams Battery Co., Ltd. at Longshan Industrial Park in Gui’an New Area has four automatic production lines that are operating at high speeds in the workshop, which produce “blade batteries” which are well-known both in and out of the industry. According to reports, 300 battery packs and 40,000 cells can be produced per day.

Guiyang’s “four bases” – a new energy vehicles and battery materials production base, a resource deep-processing base, a computing power assurance base, and an industrial backup base, contribute greatly to the development of NEV and battery materials industry, electronic information manufacturing industry, and advanced equipment manufacturing industry, etc. Data show that in the first three quarters, the added value of Guiyang’s industrial enterprises above designated size grew by 11%, and the contribution of industrial economy to economic growth reached 39.4%.

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Premialab appointed by Lombard Odier Investment Managers to scale Quantitative Investment Strategies

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Premialab’s technology chosen to enhance QIS scaling, operational efficiency, and risk management.

PARIS, Nov. 15, 2024 /PRNewswire/ — Lombard Odier Investment Managers (LOIM), the institutional asset management business of the Lombard Odier Group, has integrated Premialab‘s industry-leading technology to support the management of their soon-to-be-launched DOM Global Macro strategy. This partnership underscores LOIM’s commitment to onboard innovative strategies in an evolving market landscape.

“Our decision to partner with Premialab is driven by their comprehensive risk management and regulatory compliance expertise,” said Didier Anthamatten, Portfolio Manager at LOIM. “With a strong track record in alternative investments, LOIM remains focused on delivering innovative investment solutions and high-quality returns for our clients. Premialab’s advanced data capabilities are essential in helping us maintain our rigorous standards and provide robust, risk-adjusted performance. Additionally, their platform perfectly matches the DOM Global Macro strategy’s needs, enhancing our risk monitoring capabilities and streamlining portfolio management.”

The DOM Global Macro strategy expects to leverage Premialab’s unique dataset. The full lookthrough across all DOM’s proprietary systematic strategies allows granular risk decomposition and scenario-based analysis at the entire portfolio level. This should help monitoring exposures’ attractiveness, from both time-series and cross-sectional perspectives, and optimizing asset allocation.

Neil Richards, Head of EMEA Business Development at Premialab, said the collaboration with LOIM is a significant addition to Premialab’s growing business in Switzerland and within the wider European markets.

“Institutions such as LOIM, which oversees a substantial portfolio across various asset classes, need continuous monitoring and adjustment to keep their investments on track,” he explained. “Premialab provides the tools for benchmarking and stress testing their systematic investments, ensuring that LOIM’s mandates are effectively managed in terms of cost, risk, and value.”

Premialab CEO Adrien Géliot highlighted that the QIS sector is experiencing rapid growth, driven by institutional investors seeking liquid, transparent, and cost-efficient investment strategies. “Premialab sits at the centre of the QIS landscape, uniquely positioned to aggregate and make sense of the vast and growing universe of data,” he stated. “We are thrilled to be partnering with LOIM to deliver our unique data and risk monitoring capabilities to one of the top global investment firms.”

Premialab’s multi-asset, multi-region platform handles 10 million data points daily. It analyzes over 5,000 investible systematic strategies, with client assets under management totalling approximately USD $20 trillion. Combining the Premialab platform with Premialab Pure Factors®, it provides comprehensive cross-asset quantitative strategy selection and thorough due diligence on strategies available worldwide. Additionally, the platform enhances risk management and reporting capabilities, including expedited and detailed regulatory reporting.

With its unique combination of systematic strategies and discretionary trading, the DOM Global Macro strategy clearly benefits from Premialab’s state-of-the art data analysis capabilities and computational efficiency. The Portfolio and Risk Managers can thus use a shared dataset for risk analysis and performance decomposition, enhancing the portfolio’s robustness and operational efficiency.

About Premialab
Premialab is the leading independent platform that collaborates with leading investment banks and institutional investors globally, providing data, analytics, and risk solutions for systematic, factor, and multi-asset strategies. With offices in London, Paris, New York, Hong Kong, Dubai and Sydney, the company has forged strong partnerships with the top 18 investment banks, asset managers, pension funds, sovereign wealth funds and insurance companies globally.

About Lombard Odier Investment Managers (LOIM)
Lombard Odier Investment Managers (LOIM) is the institutional asset management business of the Lombard Odier Group, wholly owned and funded by its partners since its establishment in 1796.

We provide a range of investment solutions to a diverse group of long-term oriented clients. Our heritage, and our combination of the best of conservatism and innovation, keeps us well positioned to create lasting value for our clients. Our investment capabilities span fixed income, convertible bonds, equities, multi-asset, and alternatives. Sustainability is central to our investment philosophy; we believe it is the founding principle of long-term economic and investment outcomes and will drive returns over the long term.

With over 200 investment professionals, we are a global business with a network of 13 offices across Europe, Asia and North America and have assets under management of CHF 64 billion (as at 31 September 2024).

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