Cloud contact Trends Virtual Agent 
AWS Machine Learning
OCTOBER 16, 2024
Call processing and model serving Intact has on-premises contact centers and cloud contact centers, so they built a call acquisition process to ingest calls from both sources. This capability enables call quality agents to delve deeper into call components, facilitating targeted agent coaching opportunities.
Lumoa
JUNE 23, 2021
Here, we will look at the trends that look set to shape the future of CCaaS in the coming years. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.
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Connect
MARCH 5, 2025
CX innovation In response, contact centre operators are leveraging AI to craft conversational experiences with basic chatbots and more advanced virtual agents , driving the rise of immersive digital customer experiences (CX). By analysing sentiment and intent, AI-powered virtual agents can field more complex tasks and requests.
Thinq
MARCH 15, 2020
There are a few projections, trends, and solutions for call centers that businesses should be aware of for the years ahead. The post Taking Service to the Cloud: Contact Center Projections, Trends & Solutions appeared first on thinQ.
NICE inContact
OCTOBER 12, 2018
This is the first of four ways that virtual agents are automating the contact center. While cold transfers are more of an agent training issue, it often begins when customers are either unsure which menu option they should choose or try and circumnavigate the menu altogether. fewer calls being transferred to live agents.
3CLogic
SEPTEMBER 28, 2022
The ServiceNow Healthcare platform gives control to the patients and improves their experience by offering digital self-service options for common requests and virtual agent experiences that further enhance the self-service options available to patients. Improved Patient Care Experiences.
Talkdesk
APRIL 14, 2020
It is crucial to ensure that agents can work from home and comply with increasing social distancing and self-isolation. A cloud native contact center infrastructure offers the most comprehensive and suitable solution, especially if it is mobile friendly. The chart below shows this behavior.
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