Leading UC and Contact Centre Expert Blair Pleasant Shares Insights to Empower Businesses in Streamlining Customer Service Operations
Enreach, a rapidly expanding provider of converged contact solutions in Europe, has released an in-depth analysis exploring the integration of automation and AI-powered tools within customer service ecosystems. The report, titled “The Emergence of Automation and AI for Customer Service,” is authored by esteemed industry analyst Blair Pleasant, President of COMMFusion, a U.S.-based market research and consulting firm. This document is offered as a complimentary resource to businesses and channel partners interested in enhancing their customer engagement capabilities through advanced automation tools.
Sponsored by Enreach, the report delves into the current landscape of customer service, addressing the challenges that businesses encounter in meeting the expectations of customers who increasingly demand a combination of efficient self-service options alongside traditional live agent support. The paper assesses the effectiveness of various foundational AI-based technologies, including chatbots, speech recognition technology, and machine learning capabilities. Real-world case studies are employed to illustrate how European enterprises are effectively leveraging automation to elevate customer service and revolutionise traditional business models.
Anne Bakker, Head of Enreach AI, commented, “The introduction of Artificial Intelligence is having a profound effect on all aspects of business operations, and the impact is especially significant in the way it is improving the delivery of customer service. We are delighted to recruit Blair Pleasant to assist us in educating the market on the enormous enhancements AI can bring to customer experiences, as well as the operational benefits it brings to companies of all sizes. Blair has been closely studying the use of AI since it first entered the market, and her analysis will certainly be welcomed by companies that recognise the value of keeping their customer base satisfied and loyal.”
Blair Pleasant, President and Chief Analyst of COMMFusion, has spent approximately two decades assisting technology vendors, channel partners, investors, and enterprises in harnessing the potential of disruptive technologies and innovations. Her expertise spans primary and secondary research, competitive analysis, strategic planning, and go-to-market development. Pleasant is a frequent contributor to leading industry publications such as No Jitter and BC Strategies, and she is a sought-after speaker at major industry events, including Enterprise Connect and UC Expo.
“We are experiencing a transformation in the way businesses are now engaging customers, and AI is at the heart of this seismic shift,” explained Pleasant. “It enables companies to reimagine the customer journey, and provide a varied array of touch points—through both self-service and live agent interactions—that improve the customer experience while also reducing operating costs. Enreach has been a leader in promoting the use of AI in customer service environments. I am delighted to work with them on this project.”
To access the white paper, please click here.