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For example, A 2022 stud y by ICMI showed that while 63% of contactcenters offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there.
But when today’s conversation analytics solutions are enhanced with genAI, they uncover deeper insights, operationalize findings, and generate improvements to the customer and employee experience (CX/EX). By 2022, most contactcenters were evaluating a statistically irrelevant 1 percent to 2 percent of interactions.
A well-calibrated IVR system is the cornerstone for intelligent contactcenter automation. IVR is a powerful tool that can organize and streamline the entire workflow of your contactcenter while offering a positive experience to your inbound clients and outbound prospects.
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