{"id":67826,"date":"2024-10-29T13:18:49","date_gmt":"2024-10-29T10:18:49","guid":{"rendered":"https:\/\/gulftech-news.com\/en\/?p=67826"},"modified":"2025-04-12T14:46:58","modified_gmt":"2025-04-12T12:46:58","slug":"new-report-by-sprinklr-and-cx-network-highlights-ways-to-drive-contact-center-efficiency-in-the-middle-east-in-the-age-of-ai","status":"publish","type":"post","link":"https:\/\/gulftech-news.com\/en\/2024\/10\/29\/new-report-by-sprinklr-and-cx-network-highlights-ways-to-drive-contact-center-efficiency-in-the-middle-east-in-the-age-of-ai\/","title":{"rendered":"New report by Sprinklr and CX Network highlights ways to drive contact center efficiency in the Middle East in the age of AI"},"content":{"rendered":"\n<ul class=\"wp-block-list\">\n<li><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-red-color\">The report shows that trends influencing the role of CX practitioners include AI-powered technologies for operations, followed by automation, data and analytics, digital CX, and employee experience<\/mark><\/strong><\/li>\n<\/ul>\n\n\n\n<p><a href=\"https:\/\/www.sprinklr.com\/\">Sprinklr<\/a> (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, \u00a0and CX Network, an online community dedicated to building the intelligent enterprise, released the report: <a href=\"https:\/\/www.cxnetwork.com\/contact-center\/reports\/three-ways-to-drive-contact-center-efficiency-in-the-age-of-ai\">Three ways to drive contact center efficiency in the age of AI<\/a>. <\/p>\n\n\n\n<p>The study highlights three methods contact center leaders in the Middle East region can adopt to enhance the efficiency of their modern communications hub.<\/p>\n\n\n\n<p>As businesses strive to enhance customer satisfaction and operational efficiency, several key trends have emerged, reshaping the role of CX practitioners. <\/p>\n\n\n\n<p>AI-powered technologies for operations are among the leading trends, followed by automation, data and analytics, digital CX, and employee experience.<\/p>\n\n\n\n<p>As such, the three methods that contact center leaders in the Middle East region can adopt to enhance the efficiency of their modern communications hub include, leveraging generative AI and other cutting-edge technologies, adopting channel-less omnichannel support, and unlocking the power of people.<\/p>\n\n\n\n<p>Generative AI has rapidly become an integral part of the customer service function, augmenting agent workflows, automating repetitive tasks, and providing agents with actionable recommendations. <\/p>\n\n\n\n<p>This is crucial for improving leading KPIs such as response rates, upsell\/cross-sell rates, net promoter score (NPS), and customer satisfaction (CSAT).<\/p>\n\n\n\n<p>In addition, as per the report, only <strong>10%<\/strong> of respondents in the EMEA region have a fully implemented omnichannel model; a majority <strong>41%<\/strong> operate a multi-channel model with fragmented connections between channels. <\/p>\n\n\n\n<p>However, some organizations are advancing by introducing channel-less communication hubs that provide customers with their preferred channels while allowing businesses to seamlessly integrate new channels as they gain importance.<\/p>\n\n\n\n<p>The report also emphasizes that while AI will not replace humans, those who effectively utilize AI will surpass those who do not. <\/p>\n\n\n\n<p>Advanced CX technology automates repetitive tasks and empowers agents with knowledge to resolve customer issues more effectively. <\/p>\n\n\n\n<p>This leads to improved customer experiences and higher agent satisfaction.<\/p>\n\n\n\n<p>\u201cBusinesses are transforming, and they are all speaking the same language of automation and AI, which when implemented correctly, helps improve the experience for both the customer and agents,\u201d <strong>says Mazen Khalaf in the <\/strong><a href=\"https:\/\/www.cxnetwork.com\/contact-center\/reports\/three-ways-to-drive-contact-center-efficiency-in-the-age-of-ai\"><strong>report<\/strong><\/a><strong>, regional customer care manager for UAE-based lifestyle group, Majid Al Futtaim<\/strong>. <\/p>\n\n\n\n<p>\u201cGenerative AI is transforming contact centers across the Middle East as companies use it for sentiment analysis, call transcriptions and knowledge base management. <\/p>\n\n\n\n<p>Integrating the knowledge base with other tools and channels helps the agent to increase their efficiency and productivity, while answering the customer appropriately. <\/p>\n\n\n\n<p>Generative AI is also being used to score agents and monitor their performance, while also informing the agent on the customer\u2019s sentiment and mood.\u201d<\/p>\n\n\n\n<p>As contact centers in the Middle East evolve towards greater efficiency through the different methods, organizations can significantly improve their operational effectiveness while enhancing customer satisfaction.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The report shows that trends influencing the role of CX practitioners include AI-powered technologies for operations, followed by automation, data and analytics, digital CX, and employee experience Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, \u00a0and CX Network, an online community dedicated to building the intelligent enterprise, released the report: &hellip;<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[642],"tags":[836,837,835],"class_list":["post-67826","post","type-post","status-publish","format-standard","hentry","category-tie-business","tag-cx","tag-cx-network","tag-sprinklr"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.1 - 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