Real-Time Guidance: Practical AI Tools For Contact Center Agents
Destination CRM, Monday, November 13,2023
The concept of real-time guidance (RTG) is not new-such solutions have been part of the contact center market for more than two decades. But it wasn't until these solutions were delivered from the cloud, which provides the processing capacity necessary to power them, that they became truly viable for contact centers.
While this IT segment is still in its infancy, its vendors are investing in these offerings now that companies are seeing the value of acquiring them. The RTG solutions in the market are proving that value by helping contact centers achieve their goals, and the applications are rapidly improving, with more innovations and new competitors on the way.