Call Center World – three days in the Cloud with AI

After the two-year break a European-wide conference Call Center World, one of the most significant ones around the topic of multichannel communication, took place again in late February and early March. Approximately 6 500 international visitors from 42 countries and 200 exhibitors from 18 countries met at the industry event live in Berlin and digitally online. The event again brought together industry leaders, experts, and professionals to share knowledge, exchange ideas, and network with like-minded individuals.

March 14, 2023

Commentary by Jan Ferjo, Business Development Director

The conference featured keynote speeches, panel discussions, and workshops on a wide range of topics, including omnichannel customer service, artificial intelligence, machine learning, automation, chatbots, and digital transformation. There were also presentations and case studies from leading companies and organizations on how they have successfully implemented new technologies and strategies to improve their customer service and call center operations.

The leitmotif of this year „Total Experience Management" was present in many forms in every presentation, demo, and discussion in the expert groups and it materialized in two main topics which resonated in each vendor's booth – Cloud and Artificial Intelligence.

Mentioning some typical vendor representatives, I would like to highlight two of them – Sinch and AudioCodes.

Sinch

Sinch, telecommunications and cloud communications platform vendor from Sweden approached the topic of AI by managing rapidly increasing usage of instant messaging services as seen in the following picture.

Such a huge increase in volume cannot be managed by only human-powered force anymore and therefore AI comes into the game.

The following demo flow demonstrates how such a volume can be managed using ChatGPT AI.

AudioCodes

AudioCodes, the leading vendor of advanced voice networking and media processing solutions for the digital workplace highlighted, that in 2026 more than 50% of all Contact center solutions will be in the Cloud.

In the field of Artificial Intelligence, simple and repetitive tasks will be more and more offloaded from human agents to virtual ones. This is one of the ways how to significantly reduce service costs and solve the current pressing issue of human agent turnover.

Solid background → steady progress into the future

However, all these new brave and shining ideas are built on a solid background – a consolidated multichannel communication of today will ensure steady progress into the future. That’s why most organizations start with major channels first in order to be ready to face the next challenges. And this is also the story of Salehiya, a medical wholesaler from Saudi Arabia, which business decision to go Cloud was built from SAP Service Cloud and Sinch Contact Pro pieces, bringing Salehiya to some remarkable figures like:

32% reduction in time spent on calls
25% more calls handled
4% increase in revenue

Having such a consolidated landscape today unleashes Salehiya’s ambition to embrace all these new technologies of tomorrow.

Overall, the 2023 Call Center World in Berlin was a great success. Attendees had the chance to learn about the latest trends and innovations in the industry, as well as network with like-minded individuals. With the rapid evolution of technology and changing customer expectations, events like Call Center World play an essential role in helping companies stay ahead of the curve and deliver exceptional customer service.