Building the contact centres of the future

Building the contact centres of the future

The boom in digital technology (smartphones, tablets, internet of things, etc.) results in an increase in remote communication channels between customers and companies. Customer behaviour becomes almost compulsive to get a satisfactory answer in real time, regardless of the request made to customer services.  Companies need to constantly rethink their positioning. How should they prepare themselves for future changes? What strategies should be implemented? How will future customer relationships be integrated into these business strategies? How will current contact centres, which are the pillars of customer relationships, evolve in order to address these changes? Two things are certain: technology will continue to evolve and customers will be increasingly more demanding. Continue reading

The Revolution of the Internet of Things is gaining momentum

IIoT

Copyright – Les Echos / Worldcrunch – Pamela Kanter

The 4.0 Industry, also known as the Industrial Internet of Things (IIoT), is more than just a fad. Within the next 15 years, this sector could contribute up to $10.6 trillion to the economy. In Canada, no one thinks about IIoT as a future thing: They speak about it in the present. One province in particular, Ontario, has already taken the lead in this sector. Continue reading

The Security of Things in a Connected World

The Security of Things in a Connected World

According to Gartner, by year 2020, there will be more than 25 billion connected devices. These devices would connect with the cloud (and other devices) without any human intervention.

What used to be dumb machines, devices, sensors, cars etc. would now turn intelligent with added computing and network capabilities. Systems and assets, which used to be isolated from external networks, would get connected to the Internet.

What does this imply in the context of cybersecurity? And public safety? Continue reading

Artificial Intelligence for Individual and Collective Efficiency

A Recent History of Intelligence in a Digital World

Artificial Intelligence is a technology that uses human-like learning to perform tasks. The idea of Artificial Intelligence or AI is nothing new. As a concept it has been in our literature and art for centuries. But these ideas had no foundation other than as philosophies of nature and science fiction. But things have changed. Continue reading

Explaining Human Nature To Robots

Copyright – Les Echos / Worldcrunch – April 21 2016 – By Roger-Pol Droit

Try to imagine that an intelligent robot is out to kill you. It remembers all your passwords and has access to all your data. Equipped with facial recognition technology, it can identify you wherever you go, even though you have no idea what it looks like. Continue reading

Technology: an enabler for microfinance institutions

One way a microfinance institution can improve its effectiveness is to optimise Loan Officers’ work, given that they are at the heart of the institution’s activity. Furthermore, providing them with technical tools improves the institution’s geographical coverage, information collection by managers at a customer level, and even the rate at which high-risk customers repay their loan. Continue reading