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Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance servicelevels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.
This category encompasses the tools that enable agents to connect with customers across an ever-expanding array of channels. From voice calls to modern digital channels, these tools ensure that agents have the resources they need to engage with customers effectively. Top Providers: Genesys Cloud, RingCentral, Five9, Twilio 4.
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