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Have you ever seen an episode of Star Trek where Captain Kirk uses the “communicator” to connect to anyone in his team? Once deemed only in the realm of fantasy movies, advanced technologies now form the core of the modern customer service ecosystem.
Ticketing systems, digital engagement, escalation management software, IVR—you need a combination of these technologies and a lot more to enable your support agents to solve customer queries effectively. Yet, we find support leaders drowning in this sea of solutions and not transforming or adapting as fast as they should. And here lies the caveat, as every time you add a new technology to your stack, you end up creating another infrastructural silo.
These technologies, although incrementally cutting-edge, do not offer the connectivity and scalability you need to arm your support teams with the arsenal required to provide next-generation support. A cognitive platform can help you break this barrier with seamless connectivity to enterprise knowledge, advanced machine learning algorithms, and an insights engine that can augment its artificial intelligence to streamline and automate agent workflows.
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Distinguished VP, Technology Research, TSIA
Publish Date: April 8, 2021
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.