The pace of automation in the contact center is accelerating as it moves from IVR and routing to
artifi cial intelligence and bots. With the digitization of contact center operations, the status quo is being
upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML)
for both customer and employee interactions are literally changing the face of customer care.
Simple, repetitive tasks don’t need a person to do them anymore. Chatbots and self-service
knowledgebases put the control in customers’ hands to resolve their own issues quickly. Information
from across the business can more easily be accessed, integrated, and analyzed to streamline backoffi ce and customer-facing functions. Companies are creating digital worker factories that leverage AI
and ML to improve their business.
This spotlight report examines:
• How Manufacturing Operations Management (MOM) or Manufacturing Execution Systems (MES) are key enablers of data management and Digital Transformation. Companies can combine many other opportunities with manufacturing operations in a digital journey.
• Product lifecycle management (PLM) as a high-value discipline to pair with MOM in discrete manufacturing, and the value of digital continuity across engineering, manufacturing operations, and supply chain.
• A robust integration of MOM and PLM technologies and the advent of the Digital Twin (a virtual copy of the product and how it's made) to demonstrate maturity in Smart Manufacturing and the ability to make smart products in smart factories.
The IIoT has opened up a world of opportunity for manufacturers. Take advantage of it.
Digital voices are everywhere in a digital factory. In this brief, we’ll elaborate on the technology tools digital factories use for three common functions: asset management, production planning and materials replenishment.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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