28 Jan

A robot-free zone

Neil Ward-DuttonVice President, AI and DX European Research PracticesRead full bio It seems like everywhere I turn online, I see commentary and punditry about AI. And most of the time I encounter it, it’s accompanied by a picture of a white robot touching a screen, shaking hands with a human, sitting in the pose of […]

13 Aug

AI and Chatbots herald new vibrancy and market entrants into the Contact Center market

Gerry Brown Research Director Read full bio  @gerrybrown For the last 2-3 years, the European Contact Center market has been somewhat unexciting. Dominated by a small number of traditional contact center vendors such as Genesys and Verint, technology innovation has been largely incremental rather than breakthrough.