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Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technicalsupport, customer service, returns, billing, collections etc. Can it meet the channel requirements of inbound, outbound, email, chat, IVR etc.? Consolidating Contact Centers.
Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactivevoiceresponse – the latter is particularly useful as it negates the need for switchboards entirely.
For every customer episode – paying a bill, getting technicalsupport with activating a device, etc. With speech analytics, agents are equipped with a wide range of voice-based tools, enabling auto-recognition of accent, gender, and emotion. These systems also power conversational IVRs and voice-based virtual assistants.
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