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...
Customer Experience (4)
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...
5 min read
The Value of Voice in Customer Experience
When it comes to customer interactions, voice matters. Customers like to feel that their requests are understood when they contact customer support....
4 min read
5 Ways Conversational AI Can Improve Customer Experience
Today’s companies are more motivated than ever to offer a modern customer experience (CX) that helps them retain customers and build loyalty. A...