6 min read
What is Intelligent Call Routing? Do You Need One?
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...
Conversational AI (6)
9 min read
What is Call Center IVR: Benefits, Challenges, and Alternatives
Interactive voice response (IVR) systems allow contact centers to serve more customers by giving customers more control over their experience....
8 min read
Transform Your Customer Service With Omnichannel Contact Center
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
How Contact Center Automation Helps Improve Performance | Mosaicx
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
What is Conversational AI and How does it work?
Conversational AI is a type of artificial intelligence that simulates human conversations to help customers solve problems. Usually, when talking...
4 min read
Agent AI: How to Enhance Agent Experience
Artificial intelligence (AI) is transforming the contact center industry. While much of the focus has been on using AI to automate basic tasks and...