AI & Automation: Setting the Stage for a BPO’s CX Success

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Presented by

Robin Gareiss, CEO & Principal Analyst, Metrigy; Tom Stanley, NICE BPO Regional Vice President

About this talk

Any business process outsourcer (BPO) that hasn’t yet adopted AI technologies and AI-empowered automation and/or considers AI to be a low-priority investment, needs a strategic reset. In Metrigy’s research, those BPOs that have already embraced the use of AI report significant revenue growth, increased agent efficiency, and improvements in customer ratings—the value cannot be understated! Join Metrigy’s Robin Gareiss, CEO & Principal Analyst, and Tom Stanley, NICE BPO Regional Vice President, for research-backed insights on how BPOs are employing or planning to use AI and automation to advance operational success. Discover what’s working well, and what needs improving. You’ll come away with key insights on: - Which AI technologies are having the greatest impact on CX success - The value in taking an AI-powered approach to workforce management - The use of workforce automation for improved agency efficiency
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Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies: Digital transformation and digital workplace, Unified Communications & Collaboration (UCC), Customer Experience (CX) and contact center, Artificial intelligence and analytics.