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Overview Service level is one of the most important metrics for a contactcenter to measure and manage and has been in place since contactcenters evolved. As an illustrative example, think of phoning an airline. our target is 80% in 40 seconds.)
It’s in the autopilot features of commercial airlines that do most of the work in guiding a aircraft from one location to another. Looking specifically at the contactcenter industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. billion in 2025.
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