Choice, mobility, convenience drive customer experience

The past few months have seen local organisations migrate towards the cloud and its usage / consumption model. While part of this can be attributed to the need for continued innovation, a major factor has been the difficult economic times, says Karl Reed, Chief Solutions Officer: Executive at Elingo.

According to Elingo, as business heads into 2020, the way customer experience is managed will irrevocably change - and ushering in this new era will be technologies like artificial intelligence (AI) and machine learning (ML).

The arrival of multinational data centres has seen local organisations increasingly looking at ways of embracing cloud services and adapting their strategies to facilitate an easier transition into this environment.

For companies looking to enhance their contact centre environments, AI can be leveraged to deliver more improved CX at unprecedented levels.

Elingo, a Gold Partner of Genesys in Africa, will be in Kenya during the week of 20 May to engage with the East African country's rapidly developing market.