Canadian Bank Contact Centers Directions, 2019
|出版日期||內容資訊||英文 15 Pages
|加拿大銀行的客服中心的方向性 Canadian Bank Contact Centers Directions, 2019|
|出版日期: 2019年06月04日||內容資訊: 英文 15 Pages||
This IDC Perspective looks at the trends and intentions of Canadian financial institutions regarding the provision of the contact center services. Information on the overall expenditures for contact center software is provided. Details on contact center software and services are also provided. Canadian financial institutions are increasingly looking at the use of client-centric omni-channel contact center solutions. Where specific financial institutes initiatives are identified, the information provided comes from publicly available sources. According to Robert Smythe, IDC associate, IDC Financial Insights, "Canadian banks are exploring how artificial intelligence (AI), machine learning, cognitive processes, and robotics can improve client experience when interfacing with contact centers. Financial institutions are also looking at the use of cloud-based contact center solutions to facilitate the implementation of advanced contact center solutions."