7 min read
A few signs may indicate that your business is ready to invest in contact center automation tools. Intelligent virtual agents (IVAs) solve today’s customer service challenges by providing personalized, real-time assistance. This blog guides contact...
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3 min read
Contact centers are undergoing a transformation. Attrition is on the rise and costs to attract and retain talent are steep. At the same time, contact...
5 min read
Smartphones and smart speakers give users nearly anything they want at the push of a button. AI virtual assistants like Siri, Google, and Alexa made...
6 min read
Chatbots and conversational AI are often paired together as the same type of technology. While they can be similar in some ways, they are quite...
3 min read
In today's competitive business landscape, delivering exceptional customer experiences has become a crucial differentiator for companies across...
6 min read
Call centers can work like clockwork and focus on helping customers or be one of the most dysfunctional work environments that directly impact brand...
6 min read
A couple decades ago, before call routing was the norm, you had to go through multiple calls and agents to reach the right department or person who...
9 min read
Interactive voice response (IVR) systems allow contact centers to serve more customers by giving customers more control over their experience....
8 min read
Customer service is often not built to serve customers. Elevator music, endless hold times, and being routed to agents without proper training to...
8 min read
Working at a contact center is no joke. You get back-to-back calls during peak hours, repetitive conversations, short-tempered clients, tons of “hold...
7 min read
Conversational AI is a type of artificial intelligence that simulates human conversations to help customers solve problems. Usually, when talking...
5 min read
The energy and utilities industry is on the brink of a revolution, thanks to the immense potential of artificial intelligence (AI). With AI,...
13 min read
IVR and IVA are both technologies that allow customers to interact with a company without having to speak to a live agent. They have two purposes....
