AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

Virtual Agent 97

Virtual Agent Call flow Interactive Voice Response Contact Center 97

Calabrio

APRIL 11, 2025

Process navigation: Cover the standard operating procedures for common interaction types, including proper call flows, accurate logging requirements, basic troubleshooting guides, and critically, how and when to escalate an issue. switching from chat to call).

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

ConvergeOne

JULY 19, 2022

This last part is accomplished by integrating with a PBX (Private Branch Exchange) or ACD (Automatic Call Distribution) platform that is separate from the IVR. In most cases, the IVR front-ends the PBX/ACD in a call flow. It triages the call, determines a route, and then hands off to the PBX/ACD in most cases.

Interactive Voice Response 70

Interactive Voice Response Call flow Self service Best practices 70

NobelBiz

MAY 9, 2023

In this blog post, we’ll delve into the world of call center dialer optimization, discussing various dialing strategies, common pitfalls, and how to effectively optimize your call center operations for maximum efficiency. Not having a proper call-back infrastructure: Take the time to work out the call flow of inbound calls.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Hodusoft

JULY 3, 2024

Regular contact center software provides basic call routing capabilities suitable for smaller-scale operations. It typically supports routing calls to a limited number of departments or queues with relatively simple call flows. Regular contact center software provides limited onboarding and support options.

Contact center software 52

Contact center software Enterprise Contact Center Interactive Voice Response 52

ConvergeOne

JULY 19, 2022

This last part is accomplished by integrating with a PBX (Private Branch Exchange) or ACD (Automatic Call Distribution) platform that is separate from the IVR. In most cases, the IVR front-ends the PBX/ACD in a call flow. It triages the call, determines a route, and then hands off to the PBX/ACD in most cases.

Interactive Voice Response 40

Interactive Voice Response Call flow Self service Best practices 40