AWS Machine Learning

OCTOBER 16, 2024

Solution overview Intact aimed to develop a cost-effective and efficient call analytics platform for their contact centers by using speech-to-text and machine learning technologies. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 87

Customer Service Scripts Coaching Finance 87

NobelBiz

MARCH 11, 2025

Chatbots These AI-powered virtual agents handle simple interactions, answering FAQs or performing tasks like scheduling appointments. They’re ideal for common questions, freeing up human agents to handle more complex issues. Lets break down the key technologies at play.

Call Center 52

Call Center Chatbots Complaint resolution Consulting 52

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 92

Virtual Agent Chatbots Average Handle Time Engineering 92

3CLogic

FEBRUARY 7, 2024

Native integration of cloud contact center capabilities with your CRM or service management platform streamlines operations by providing agents with all the information they need through a single offering and solution, reducing issue resolution times and improving personalized customer experiences.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

NobelBiz

APRIL 30, 2024

Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions. This might include displaying customer purchase history, suggesting solutions based on similar past incidents, or even offering real-time coaching tips during customer calls.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions. This might include displaying customer purchase history, suggesting solutions based on similar past incidents, or even offering real-time coaching tips during customer calls.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Fonolo

APRIL 6, 2020

It can rout calls to the most qualified agent to handle each customer while reducing average handle times. It also helps to increase agent efficiency through the use of automation and it can also identity coaching opportunities by listening to phone calls.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108