More Intelligent, More Intuitive, More Adaptive: Contact Center Software for A New Year

Heading into 2019, year-end trendspotting is surfacing predictions for the future of nearly every form of technology, and after years of software disruption in the contact center, customer engagement and customer experience industry, one CEO of a fast-growing Denver-based startup is turning away from the usual predictions and sharing, instead, insights driven by years of developing sensitive software that can analyze in near real time "digital conversations" happening between brands and consumers. "We're in a new world now," said Joe Galvin, founder of CustomerView, a company supported by CR-X, a global software development firm based in Australia, and developer of the CustomerView big data analytics, AI, natural language processing and deep machine learning platform. "Our collective team here in the US, Australia and elsewhere are veterans of the telecom and customer service industries, and even as we have been working very closely with customers and partners over the last three years to build a capability to truly understand, record, transcribe, analyze and report on interactions the landscape has become more dynamic and exciting than we originally believed." With technology giants like Amazon, Google and Microsoft investing more in the space, Galvin believes the bar is being raised and that any successful brand – banks, insurance companies, travel companies, healthcare providers, consumer electronics innovators and more – will need to "lead with speed and service, giving this and coming generations who will expect immediate and accurate answers, and efficient and friendly support, through the channel of their choosing." Galvin sees the affordability and availability of more scalable and less expensive technologies (including AWS and other cloud application providers) as key to unlocking innovation which will not only drive adoption but change the compliance landscape in ways we could never have dreamed of in the premise, then hybrid, and now nearly pure-cloud world.