Recently, Jonathan sat down with John Furrier, Co-CEO at theCUBE, to discuss his move to Five9, the cloud, and the future of the contact center. Below Jonathan shares what AI means for the contact center:
I’m pleased to announce that I’ve decided to join Five9 as CTO and Head of AI. I had many options for where I could go, and the decision to go to Five9 was a carefully measured one. Let me explain why I went there.
They say all good things must come to an end – and our summer series is no exception. Thank you to everyone who has journeyed with us over the last four weeks as we reflected on the contact center of the past, present, and future.
Artificial Intelligence can be a game changer by taking the burden off the customer, enabling an amazing experience. AI is here – and soon will transform every part of the contact center.
The shift to the cloud is transforming the contact center and opening the door to the future of AI. As a result, we believe the era of great customer experiences is right around the corner.
In order to appreciate where we’re going, it’s important to look at how we got here. Over the next six weeks, we are going to reflect on the evolution of the contact center and take a peek into what the future holds.
Today’s modern contact center has a broader, more strategic role; namely to provide stellar customer experiences, drive up customer loyalty and increase revenue.
I will join Sheila McGee Smith, renowned contact center industry analyst, for a lively discussion about how you can prepare your organization to take the next step toward implementing practical, business outcome-driven AI capabilities in your contact center.