4 min read
Will AI Replace Call Centers and Customer Service Operations?
Technology advancements disrupt the ways we live, create value, and work. Naturally, with the acceleration of artificial intelligence development...
Customer Experience (3)
8 min read
Customer Service vs. Customer Experience: Key Differences Explained
Not many people want to contact customer service. Usually, that means something went wrong, and it makes things worse when a customer doesn’t get...
7 min read
What are Intelligent Virtual Assistants? Working, Benefits and Use Cases
Contact centers are drastically changing with the addition of intelligent virtual assistants (IVA) empowered by artificial AI technologies. While...
8 min read
What is Automated Outbound Calling? Choose the Right Solution
Getting the right call at the right time with the right offer can make your day. Of course, getting an unhelpful, uninteresting call with an offer...
7 min read
Enterprise Chatbots: Are They the Right Choice for Your Business?
According to G2, 40% of millennials engage with bots daily, and around 1.4 billion people use chatbots for communication. That represents a massive...
6 min read
Chatbot vs. Conversational AI: What’s the Difference and Why It Matters
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...
6 min read
What is Workforce Optimization (WFO) and How Does it Work?
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
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...
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
Benefits of a Cloud-based Contact Center
A traditional, on-premise contact center is quickly becoming a thing of the past. They need a lot of maintenance, require hard-to-find replacement...