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Jan 14, 2025 | 
isg-one.com | Wayne Butterfield
What a year 2024 has been for the world of the contact center. Though GenAI has topped the headlines, the contact center sector has also seen the continued rise of contact-center-as-a-service (CCaaS). Vendors like NICE and Genesys have been migrating their customers from on-prem to cloud, Five9 has gained some big wins and Cisco and Avaya continue to play a role for their existing clients.
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Nov 4, 2024 | 
linkedin.com | Wayne Butterfield
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Sep 26, 2024 | 
isg-one.com | Wayne Butterfield
AI in the contact center isn’t new. For well over a decade now, adoption of AI in the contact center has been quietly growing and has recently become supercharged with new and exciting use cases. It will not be a surprise to many that, for most organizations, the contact center is actually the epicenter of AI, including generative AI (GenAI).
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Feb 23, 2024 | 
brnw.ch | Wayne Butterfield
The contact center industry today is almost unrecognizable from its early days nearly 40 years ago. There has been a long line of technologies that have evolved the channels, tools and capabilities of the contact center including AI, automation and, more recently, generative AI (GenAI). Change has been continual and gradual, resulting most often in an overly complex technology and process environment.
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Feb 23, 2024 | 
isg-one.com | Wayne Butterfield
The contact center industry today is almost unrecognizable from its early days nearly 40 years ago. There has been a long line of technologies that have evolved the channels, tools and capabilities of the contact center including AI, automation and, more recently, generative AI (GenAI). Change has been continual and gradual, resulting most often in an overly complex technology and process environment.
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Dec 5, 2023 | 
isg-one.com | Wayne Butterfield
Wayne Butterfield
Wayne is an automation pioneer, initially starting out as an early adopter of RPA in 2010, creating one of the first Enterprise scale RPA operations. His early setbacks at Telefonica UK, led to many of the best practices now instilled across RPA centres of excellence around the globe. Customer centric at heart, Wayne also specialises in Customer Service Transformation, and has been helping brands in becoming more Digitally focused for their customers.
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Sep 18, 2023 | 
isg-one.com | Wayne Butterfield
As automation and AI technologies become more sophisticated, how can enterprises ensure that their automations are set up and managed in a way that is not just efficient, but also safe, reliable and aligned with the organization’s strategic goals? The answer is governance.
In this episode of Bots & Beyond we delve into the essential aspects of setting up and managing robust governance for your AI and automation projects.
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Sep 18, 2023 | 
brnw.ch | Wayne Butterfield
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Aug 14, 2023 | 
reworked.co | Wayne Butterfield
Artificial intelligence (AI) is carving out an indispensable role across industries. Among AI's diverse array of capabilities, generative AI (GenAI) is currently in the spotlight, due to its ability to create new content from a minimal “prompt” by a human user. Whether it's generating human-like text, composing music, creating a new logo design or making a short movie scene, generative AI is making headlines.
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Jun 9, 2023 | 
fal.cn | Wayne Butterfield
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