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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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Research and Markets
Laura Wood, Senior Manager
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SOURCE Research and Markets

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Inspur Smart Healthcare Participates in GITEX IMPACT 2024 Exhibition

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DUBAI, UAE, Dec. 23, 2024 /PRNewswire/ — From October 13th to 16th, the GITEX IMPACT 2024, Dubai’s Carbon Neutrality and Technology Exhibition, was held in Dubai. Organized by the Ministry of Economy and Ministry of Tourism of the United Arab Emirates, the exhibition focused on the forefront of sustainable development technologies, encompassing a wide range of sectors including construction, oil and gasoline, energy, and healthcare. It stands as one of the largest technology exhibitions in the Middle East and globally. Inspur Smart Health was invited to participate, showcasing its core products and cases of empowering the digital and intelligent transformation of the healthcare industry at the exhibition.

At the exhibition site, Inspur Smart Health introduced a series of products and solutions to government agencies and medical institutions, including the Health and Medical Big Data Intelligent Platform, Inspur Medical Industry International Trade Platform, Integrated Healthcare and Long-term Care Platform, Health Examination Center Solutions, Medical Group Information Management Platform, Internet Hospitals. These presentations comprehensively demonstrated Inspur Smart Health’s product innovation advantages and service capabilities.

Through this “debut” in the Middle East and even the global market, Inspur Smart Health has laid a solid foundation for further expanding its overseas “circle of friends” and establishing international brand recognition. In the future, Inspur Smart Health will continue to leverage its technological advantages in big data and artificial intelligence, constantly enhance the internationalization level of its products and solutions, deepen the exploration of overseas markets, and contribute to the thriving development of the global medical digital industry.

View original content:https://www.prnewswire.com/apac/news-releases/inspur-smart-healthcare-participates-in-gitex-impact-2024-exhibition-302338199.html

SOURCE Shandong Inspur Intelligent Medical Technology Co., Ltd.

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UNIVERSAL MUSIC GROUP AND AMAZON MUSIC EXPAND GLOBAL RELATIONSHIP

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Reflects New Era in Music Streaming, Including Artist-Centric Principles and Furthering Authentic Engagement Between Artists and Fans

SANTA MONICA, Calif., Dec. 23, 2024 /PRNewswire/ — Universal Music Group (UMG), the world leader in music-based entertainment, and Amazon Music today announced an expanded global relationship that will enable further innovation, exclusive content with UMG artists, and advancement of artist-centric principles including increased fraud protection.

UNIVERSAL MUSIC GROUP AND AMAZON MUSIC EXPAND GLOBAL RELATIONSHIP

This reflects the two companies’ shared commitment to advancing and safeguarding human artistry, while ensuring UMG’s artists achieve their commercial potential through the service’s continued product enhancements and exclusive content that elevate authentic engagement between artists and fans.  

UMG and Amazon Music will work closely to explore new and enhanced product opportunities designed to benefit artists and enrich the experience of their fans. UMG will also collaborate with Amazon Music as it continues to expand in audio, including further innovation in audiobooks, audio and visual programming, and its investment in livestreamed content that has connected millions of fans with their favorite artists across all genres and corners of the world. UMG and Amazon will also work collaboratively to address, among other things, unlawful AI-generated content, as well as protecting against fraud and misattribution.

Sir Lucian Grainge, Chairman & CEO, Universal Music Group said, “We are very excited to advance our long-standing, excellent partnership with Amazon Music that marks a new era in streaming—Streaming 2.0. We appreciate Amazon Music’s deep commitment to the interests of our artists, and look forward to progressing our shared artist-centric objectives through product innovation and accelerating growth of their service.”

Steve Boom, VP of Audio, Twitch and Games for Amazon said, “UMG has always been a collaborative partner to Amazon Music, and as we continue to invent and introduce more artist-to-fan connections through our product and exclusive content, we’re redefining what it means to be a streaming service. We’re thrilled to expand our relationship with UMG which will enable us to partner on meaningful new ways for artists to deepen their engagement with fans around the world, while working together to protect the work of artists, songwriters and publishers.”

Notes to editors:

About Universal Music Group
Universal Music Group exists to shape culture through the power of artistry. UMG is the world leader in music-based entertainment, with a broad array of businesses engaged in recorded music, music publishing, merchandising and audiovisual content. Featuring the most comprehensive catalogue of recordings and songs across every musical genre, UMG identifies and develops artists and produces and distributes the most critically acclaimed and commercially successful music in the world. Committed to artistry, innovation and entrepreneurship, UMG fosters the development of services, platforms and business models in order to broaden artistic and commercial opportunities for our artists and create new experiences for fans. For more information, visit www.universalmusic.com.

About Amazon Music
Amazon Music is an immersive audio entertainment service that connects fans, artists, and creators through music, podcasts, and culture. Amazon Music brings fans closer to what they love, with curated and personalized playlists, artist livestreams, artist merch, and Amazon Exclusive podcasts. Prime members get access to over 100 million songs in shuffle mode, All-Access playlists, plus the largest catalog of top ad-free podcasts, included with their membership. Customers can upgrade to Amazon Music Unlimited for full, on-demand access to 100 million songs in HD, a growing catalog of Ultra HD and Spatial audio, and the world’s largest selection of audiobooks from Audible. Anyone can listen to Amazon Music by downloading the free Amazon Music app, or wherever they listen to music including Alexa-enabled devices. Learn more at amazon.com/music.

View original content to download multimedia:https://www.prnewswire.com/news-releases/universal-music-group-and-amazon-music-expand-global-relationship-302338093.html

SOURCE Universal Music Group

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Repurchase of Loomis’ shares during the fourth quarter 2024 completed

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STOCKHOLM, Dec. 23, 2024 /PRNewswire/ — Loomis AB has through the repurchase program that was resolved and communicated on October 28, 2024, repurchased 590,100 shares. Loomis AB’s holding of own shares thereby amounts to 2,514,653 shares, corresponding to 3.54 percent of the outstanding shares in the company. The total number of shares in Loomis AB, including the company’s own shares, amounts to 71,000,000.

For information about transactions in the repurchase program, please see:
https://www.nasdaq.com/european-market-activity/news/corporate-actions/repurchase-of-own-shares.

This press release is also available on the company’s website, www.loomis.com.

For more information, please contact:

Jenny Boström
Head of Sustainability and IR
jenny.bostrom@loomis.com 
+46 79 006 45 92

This information was brought to you by Cision http://news.cision.com

https://news.cision.com/loomis-ab/r/repurchase-of-loomis–shares-during-the-fourth-quarter-2024-completed,c4086142

The following files are available for download:

https://mb.cision.com/Main/51/4086142/3187900.pdf

Repurchase of Loomis’ shares during the fourth quarter 2024 completed

 

View original content:https://www.prnewswire.com/news-releases/repurchase-of-loomis-shares-during-the-fourth-quarter-2024-completed-302338207.html

SOURCE Loomis AB

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