Contact centers are undergoing a significant technology-enabled transformation. Traditionally, the contact center has been a back-office function focused primarily on operational performance and cost reduction. Today's modern contact center has a broader, more strategic role; namely to provide stellar customer experiences, drive up customer loyalty and increase revenue. Two fundamental changes are helping drive this transformation. First, is the shift to the cloud.

AI could be one of the biggest commercial opportunities for Ireland. Artificial intelligence (AI) is forecast to boost Irish GDP by 11.6pc or the equivalent of an extra €48bn, according to new research by PwC. The consulting giant recommends that the effect on jobs in the long term will at least be neutral, if not net positive, but this depends on employers putting Ireland at the forefront of the AI revolution by investing in skills and technology. 'Put an action plan in place around AI and manage with the same discipline you would put around any technology-enabled transformation. Don't wait for it to happen around you' – RONAN FITZPATRICK The analysis in the PwC report The Economic Impact of Artificial Intelligence on Ireland's Economy shows that the potential for AI to impact the Irish economy is slightly lower than the global average (13.8pc by 2030 and $15.7trn) but slightly higher than in other northern European (9.9pc by 2030 and $1.8trn) and southern European (11.5pc by 2030 and $0.7trn) economies.