IVR Analytics and Reporting
To get the most from your IVR, you need to know exactly what’s going on within it at all times – and the key to total IVR visibility is comprehensive reporting. A great IVR is one where any problems or bottlenecks are swiftly and elegantly fixed before the performance suffers. But it’s extremely hard to proactively fix issues that you can’t see.That’s where reporting comes in.
Implementing AI to Address a Global Pandemic
The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers' most pressing issues. AI solutions are fueling traditional self-service approaches while also incorporating chat bots and live...
3 Must-haves for AI in the Contact Center
AI is redefining the customer experience and organizations are investing in implementations that support deeper uses for AI and NLP to enhance customer service and reduce costs. There are three key factors to consider when planning for AI that will impact your contact center; knowing how to leverage your data, how to best understand your customer’s needs, and how to maximize them together to make...
Google Dialogflow – capturing numbers with voice
Google’s Dialogflow environment is a great place to build natural-language understanding applications that automate both text-based (chatbot) and voice-based interactions. All of the voice-enabled AI environments in wide use today (Google’s Dialogflow, IBM’s Watson Assistant and Amazon’s Lex are the big 3) enable voice communications by going through a 3-step process, where spoken input is first...
Contact Center Self Service and the Customer Experience
Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business. AI fueled self-service options help to improve internal productivity, the customer experience and cost efficiency.
Optimizing Your Contact Center Performance
A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. Utilizing the services of expert, advanced IT partners is strongly suggested as they are able to help you create an extensive, all-in-one infrastructure built from any number of niche solutions.
Transforming the Contact Center Experience With AI
Contact centers of all sizes are challenged from many different angles today. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving...
The Smart and Modern Contact Center
There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that...
Creating a Dynamic Contact Center Experience With AI
Keeping a call-center running smoothly can be challenging for even the largest enterprises. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward...
6 Positive Features of Chatbots in Contact Centers
Automation has always been part of the contact center world – and it is getting even bigger with the addition of chatbots. While they are in a basic stage now, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs such...