Advancing contact center customer experience through data analytics, predictive analytics, and AI integration: A comprehensive framework for digital transformation
Cisco Systems, Inc., Contact Center Dept., Dallas-Fort Worth Metroplex, TX, USA.
Research Article
World Journal of Advanced Research and Reviews, 2024, 21(02), 2114-2124
Publication history:
Received on 2 January 2024; revised on 21 February 2024; accepted on 27 February 2024
Abstract:
In the era of digital transformation, enterprises are redefining customer engagement strategies by integrating advanced Data Analytics, Predictive Analytics, and Artificial Intelligence (AI) into contact center ecosystems. This paper presents a comprehensive industry perspective and practitioner-driven framework highlighting best practices and real-world implementation approaches for leveraging analytics and AI to orchestrate seamless customer journeys. Drawing on 17 years of experience leading large-scale AI-driven customer experience (CX) initiatives at Cisco Systems Inc., this paper outlines architectural considerations, migration strategies, and measurable outcomes that demonstrate how analytics and AI can maximize customer satisfaction, operational efficiency, and business value. The proposed framework achieved customer satisfaction improvements of 12-18%, operational efficiency gains of 20-30% in average handling time reduction, and significant enhancements in agent productivity through AI-assisted guidance systems.
Keywords:
Contact Centers; Customer Experience; Data Analytics; Predictive Analytics; Artificial Intelligence; Machine Learning; Natural Language Processing; Cloud Migration
Full text article in PDF:
Copyright information:
Copyright © 2024 Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution Liscense 4.0