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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.

Media Contact:

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
 
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Virtusa Earns 2024 Great Place to Work® Certification™ for Third Consecutive Year

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SOUTHBOROUGH, Mass., Dec. 23, 2024 /PRNewswire/ — Virtusa Corporation, a global leader in digital business strategy, digital engineering, and IT services, is proud to announce its 2024 Great Place to Work® Certification™ for the third consecutive year. This recognition spans seven countries – India, USA, Canada, UK, UAE, Australia, and Singapore – and underscores Virtusa’s dedication to fostering a High-Trust, High-Performance workplace culture globally.

The certification is based on rigorous employee feedback, with Virtusa achieving an impressive Trust Index™ score of 79% and an Employee Net Promoter Score (eNPS) of 73%. Notably, 81% of employees agreed with the statement, “Taking everything into account, I would say this is a great place to work.”

Key areas of improvement over the past year include professional development, equal treatment, making a difference, and creating a welcoming environment.

“We are incredibly honored to receive the Great Place to Work® Certification™ for the third consecutive year,” said Lori Mullane, Chief People Officer at Virtusa. “This recognition reflects our unwavering commitment to creating an inclusive and empowering workplace where employees feel valued, supported, and inspired to achieve their best. Investing in a culture of trust, collaboration, and growth enables our teams to deliver exceptional value to our clients and communities.”

Virtusa’s commitment to professional development, diversity, and well-being reflects its efforts to build a supportive and inclusive environment. With industry-leading initiatives like Engineering IQ for career progression, robust upskilling programs, and a focus on belonging and fairness, Virtusa has created a culture where employees can thrive.

The Certification is a testament to Virtusa’s leadership in workplace culture, which supports over 30,000 employees globally. As the company continues to grow, its mission remains steadfast in providing a High-Trust, High-Performance environment that drives innovation, collaboration, and employee satisfaction.

For more information about Virtusa’s workplace culture and career opportunities, visit https://www.virtusa.com/careers.

About Great Place to Work®
Backed by 30 years of data, Great Place To Work is the global authority on workplace culture. Through its proprietary For All™ Model and Trust Index Survey, it gives organizations the recognition and tools to create a consistently positive employee experience. Its mission is to help every place become a great place to work for all, driving business growth, improving lives, and empowering communities. Through globally recognized and coveted Great Place To Work Certification and highly competitive Best Workplaces™ Lists, Great Place To Work enables employers to attract and retain talent, benchmark company culture, and increase revenue. Its platform enables leaders to truly capture, analyze and understand the experience of every employee, and compare outcomes with data collected from more than 100 million employees in 150 countries worldwide.

About Virtusa
Virtusa Corporation provides digital engineering and technology services and solutions for Forbes Global 2000 companies across industries, including financial services, healthcare, telecommunications, media, manufacturing, and technology. With a foundation in digital engineering, Virtusa empowers enterprises to navigate digital transformation, driving operational efficiency and measurable outcomes. Leveraging its Engineering First approach, Virtusa partners with organizations to tackle complex challenges, delivering solutions that ensure resilience and competitive advantage.

Virtusa is a registered trademark of Virtusa Corporation. All other company and brand names may be trademarks or service marks of their respective holders.

Media Contact: 
Paul Lesinski
Edelman
(971) 226-5299 
paul.lesinski@edelman.com 

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DogeRide Unleashes a New Era of Pet-Friendly Ridesharing in Denver

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DogeRide, Denver’s newest and most innovative ridesharing service, is proud to announce the official launch of its pet-friendly hailing app in Denver, CO Metro Area.

DENVER, Dec. 23, 2024 /PRNewswire-PRWeb/ — DogeRide, Denver’s newest and most innovative ridesharing service, is proud to announce the official launch of its pet-friendly hailing app.

“We wanted to create a ridesharing service that embraces that spirit, providing a solution for dog lovers who want their furry companions to be part of their daily lives. DogeRide is more than a rideshare; it’s a celebration of Denver’s dog-friendly culture.”

Designed to bring convenience and joy to pet lovers, DogeRide allows drivers to ride with their dogs as companions while welcoming riders to travel with their furry friends. With Denver being one of the most dog-friendly cities in the country, this service is set to revolutionize how residents and their dogs move around town.

DogeRide aims to address a growing demand for pet-friendly transportation. Riders no longer have to worry about leaving their four-legged friends behind or struggling to find a rideshare that accommodates their pets. The DogeRide app allows seamless booking and ensures all participating drivers are comfortable with canine passengers.

To ensure a safe and pleasant ride, dogs must weigh under 80 pounds and be on a leash or in a crate during the journey.

Denver is a city that thrives on community and outdoor adventures, and dogs are a huge part of that lifestyle,” said Phil Warfield and Divine Tumenta, both Co-founders of DogeRide. “We wanted to create a ridesharing service that embraces that spirit, providing a solution for dog lovers who want their furry companions to be part of their daily lives. DogeRide is more than a rideshare; it’s a celebration of Denver’s dog-friendly culture.”

The app’s user-friendly interface allows riders to indicate when they’re bringing a dog along, ensuring that drivers are prepared for their canine co-pilots. Additionally, all DogeRide drivers are trained to prioritize safety and comfort for both human and canine passengers. From trips to the vet or park to daily commutes, DogeRide is committed to making every journey tail-waggingly fun and hassle-free.

DogeRide also offers unique features tailored to the needs of dog owners and pet-loving drivers. Drivers are encouraged to bring their dogs along for companionship while working, creating a warm and welcoming atmosphere for riders. This innovative approach not only enhances the drivers’ experience but also provides riders and their dogs with a sense of familiarity and connection.

“DogeRide is the ultimate ridesharing service for dog lovers because we’ve designed it with the needs of Denver’s vibrant pet-owning community in mind,” said Chad Harris, Co-founder of DogeRide. “Whether you’re heading to the dog park, running errands, or going on an adventure, DogeRide ensures your furry friend can come along for the ride. We’re thrilled to be part of Denver’s pet-friendly ecosystem.”

DogeRide’s mission is to create a safe, reliable, and dog-inclusive transportation option that reflects the unique lifestyle of Denver residents. As part of its commitment to the community, DogeRide plans to partner with local animal shelters and pet organizations to support adoption events and promote responsible pet ownership.

DogeRide is now available for download on iOS and Android devices. For more information, visit www.dogeride.com.

Media Contact

Nick Dell, DogeRide Technologies Inc, 1 7207817533, support@dogeride.com, https://www.dogeride.com/ 

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Omnis Investments Limited Extends Relationship with SS&C

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WINDSOR, Conn., Dec. 23, 2024 /PRNewswire/ — SS&C Technologies Holdings, Inc. (Nasdaq: SSNC) today announced that Omnis Investments Limited has extended its transfer agency relationship with SS&C. The contract services Omnis’s range of mutual funds, which invest across several asset classes and regions.

With more than GBP10 billion of assets under management, Omnis is one of U.K.’s largest asset managers and works closely with clients of The Openwork Partnership, a network of 4,200 financial advisers across the country. Omnis also collaborates with 2plan wealth management, a leading wealth management firm in the U.K.

“SS&C is a long-term valued partner to Omnis, and we are looking forward to continuing our work together on ways to enhance the experience of our clients and achieve our goals,” said Simon Harris, Chief Operating Officer at Omnis. “Together with SS&C, we are committed to providing a high standard of service to all of our clients and evolving our digital service offering.”

“We are pleased to extend our valued long-term relationship with Omnis,” said Spencer Baum, Managing Director Head of Client Management, SS&C GIDS. “SS&C is committed to delivering exceptional omnichannel servicing and support to all customer types.”

Learn more about SS&C’s Global Investor and Distribution Solutions here.

About Omnis Investments Limited

Omnis Investments manages over GBP10 billion in assets, working as part of The Openwork Partnership, a network of 4,200 financial advisers across the country helping people look forward with confidence and optimism. Omnis has a range of funds and strategies across the full risk/return spectrum, managed by leading investment managers. The Omnis funds are only available through advisers of The Openwork Partnership and 2plan wealth management.

About SS&C Technologies

SS&C is a global provider of services and software for the financial services and healthcare industries. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices around the world. Some 20,000 financial services and healthcare organizations, from the world’s largest companies to small and mid-market firms, rely on SS&C for expertise, scale and technology.

Additional information about
SS&C (Nasdaq: SSNC) is available at www.ssctech.com.

Follow SS&C on Twitter, LinkedIn and Facebook.

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