Contact centres have long been a bottleneck in the relationship between an organisation and its customers. Vital as they are, they have historically often been inefficient, costly, and frustrating for both customers and staff alike. But today we are seeing an AI-powered transformation of the contact centre that is redefining what’s possible.
And what’s possible is a long way from a simple and cynical reduction in headcount that some may assume.
Originally founded by “frustrated engineers and contact centre agents” eager to bring about the transformation they wanted to see, UK-based Omningage is a platform builder at the forefront of helping organisations navigate an AI-flavoured future.
CTO Ahmad Nizami and CX Director Ajmal Mahmood join us on this episode of the NODE podcast to offer their candid insight into the pitfalls and opportunities of inserting AI into the interface between companies and their customers.
Working globally across a wide array of companies of all sizes, and across a range of sectors, Ahmad and Ajmal are clear that the secret to success is found in avoiding the hype train and focusing resolutely on improving human experience on both sides of the customer-experience exchange.
