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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...
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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....
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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...
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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...
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10 Use Cases for Conversational AI in Insurance
The insurance industry is rapidly adopting conversational artificial intelligence (AI) tools like chatbots and virtual agents to improve customer...