“Smart” contact center solutions that use artificial intelligence
DMG Consulting
NOVEMBER 13, 2018
Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. How does this work?
How To Create An Exceptional Knowledge Base For Contact Center?
NobelBiz
JANUARY 31, 2022
Furthermore, to increase the efficiency and relevance of multi-channel request processing, you must assist your agents, as well as your clients, by providing them with a knowledge base. Hence the question, how to create a unique knowledge base in 2022 for your contact center?
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5 Challenges for Contact Centers in 2025
NobelBiz
NOVEMBER 5, 2024
Underlying Causes: Scattered and outdated information systems: Without a centralized knowledge base, agents spend excessive time looking for information across various platforms. Additionally, regular updates to the knowledge base ensure that agents have access to the latest information.
5 Ways to Keep Contact Center Agents Engaged
Upstream Works
SEPTEMBER 1, 2020
That’s why it’s important for the company to invest in an omnichannel contact center platform that gives agents access to everything they need on one desktop. Many contact center agents feel overwhelmed by the sheer number of customer interactions they have each day.
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How To Create An Exceptional Knowledge Base For Contact Centers in 2022?
NobelBiz
FEBRUARY 1, 2022
In light of these developments, it is imperative for every business to integrate its contacts and make it simple for its agents to access the history of interactions with the customer, regardless of the channel used. So how can your contact center create a unique knowledge base in 2022?
Optimize Contact Center Efficiency: How to Balance Cost & Quality
Calabrio
FEBRUARY 14, 2025
Monitor KPIs for balance Tracking and analyzing KPIs such as CSAT, FCR, average handle time (AHT), and cost per contact can help contact centers identify trends and adjust strategies accordingly. This data-driven approach ensures that quality standards are met while keeping expenses in check.
This One Word Unleashes Contact Center Peak Performance
CX Global Media
AUGUST 30, 2017
“This prevents contact center supervisors from developing their team.” Education Folder is an integrated performance management tool that combines quality assurance, training, coaching, task management, and a knowledge base so contact center supervisors can better focus on what they need to do and when to do it.
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Qualtrics Announces New Real-time Contact Center Solutions to Make Agents More Productive
CSM Magazine
OCTOBER 4, 2022
These new contact center solutions save agents time and arm them with the information and coaching they need to deliver more efficient and empathetic customer service.”. Real-Time Agent Assist.
Your guide to generative AI and ML at AWS re:Invent 2024
AWS Machine Learning
NOVEMBER 19, 2024
Join this session to hear from ASAPP, a leading contact center solutions provider, as they discuss the principles they used to add generative AI-powered innovations to their software with Amazon Bedrock. This includes Amazon Bedrock Guardrails, Agents, and Knowledge Bases, along with the creation of custom models.
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Generative AI-powered technology operations
AWS Machine Learning
SEPTEMBER 11, 2024
This post describes how AWS generative AI solutions (including Amazon Bedrock , Amazon Q Developer , and Amazon Q Business ) can further enhance TechOps productivity, reduce time to resolve issues, enhance customer experience, standardize operating procedures, and augment knowledge bases.
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Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry
CX Global Media
JUNE 26, 2018
Second reason why I’m excited though is because for us to get there – to get that place or use AI well it means our knowledge bases, our Business Intelligence, our systems, our processes right now – the work we should be doing is clearly defining them. Watch and learn about more contact center solutions now.
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Overcoming common contact center challenges with generative AI and Amazon SageMaker Canvas
AWS Machine Learning
DECEMBER 21, 2023
This allows you to use natural language with a conversational chat interface to perform tasks such as creating novel content including narratives, reports, and blog posts; summarizing notes and articles; and answering questions from a centralized knowledge base—all without writing a single line of code.
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Poly Builds on Its 50-Year Heritage of Contact Center Solutions Designed to Enhance Customer Satisfaction
CSM Magazine
DECEMBER 6, 2019
. “Today’s customer-care representatives are much more skilled and educated. “As CX becomes more vital to business success, demand will continue to increase for a diverse set of tools that help agents communicate clearly and efficiently.” ” Pricing and Availability.
Intelligent Automation in Call Centers: A Paradigm Shift in Customer Service Excellence
NobelBiz
NOVEMBER 6, 2023
Email Routing Automation: Automatically categorizes and routes incoming emails to the appropriate agents based on predefined rules. Knowledge Base Systems: These automated systems store and retrieve information to assist agents in providing consistent and accurate responses to customer inquiries.
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Customer Self-Service and the Role of Cloud Contact Centers
Win the Customer
OCTOBER 12, 2018
The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.
Your Introduction to Call Center Automation
Fonolo
FEBRUARY 2, 2023
Self-service can be as simple as offering an FAQ or knowledge base, or as advanced as an AI chat bot on your website or mobile app. NICE in Contact This cloud suite is great for contact centers looking to offer an omnichannel experience.
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Is Your Contact Center “In the Zone”?
Cisco - Contact Center
FEBRUARY 19, 2020
Thanks to new AI models, the “rhythm” or patterns of reality developed in the contact center are becoming more predictable and proactive. To learn more about Cisco Contact Center solutions, visit our website. Join our Live Webinar: Introducing Webex Contact Center Enterprise. Learn More.
Choosing the Right Contact Center for Your Business: Key Factors to Consider
Call Experts
OCTOBER 5, 2023
By clarifying your business needs upfront, you can better align your choices with the contact center solutions that meet those needs. Choosing a contact center that can scale with your business is essential. Check if the contact center provider offers the following.
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Reduce call hold time and improve customer experience with self-service virtual agents using Amazon Connect and Amazon Lex
AWS Machine Learning
MARCH 31, 2023
Solution overview To tackle these challenges, the KYTC team reviewed several contact center solutions and collaborated with the AWS ProServe team to implement a cloud-based contact center and a virtual agent named Max. QnABot uses Amazon Translate to support user interaction in many languages.
AWS AI services enhanced with FM-powered capabilities
AWS Machine Learning
NOVEMBER 27, 2023
Carbyne is a software company that develops cloud-based, mission-critical contact center solutions for emergency call responders. All existing and new customers using Amazon Transcribe can experience the performance improvements out of the box, without any API changes.
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Contact Center Management: Best Practices & Strategies for Peak Performance
Calabrio
MARCH 22, 2025
Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement. Implement user-friendly knowledge bases, FAQs, and chatbots to empower customers to find answers independently.
Super-Agents Are Real (Blog #2)
Enghouse Interactive
OCTOBER 13, 2020
A typical example would be to use that extracted insight to interface with an associated knowledge base and then recommend a process, script, or document to help deal with the situation or need at hand. This works, but only when using the right dataset.
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The Comprehensive Guide to Using an Integrated Ticketing System: Cloud-Based Solutions
NobelBiz
OCTOBER 2, 2023
Essential Components of a Contact Center Ticketing System Unified Interface: Provides agents with a consolidated view of customer interactions across all channels, allowing for seamless transitions and cohesive communication. In the ever-evolving landscape of customer service, having the right tools can make all the difference.
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One size does not fit all
TRUSTID
DECEMBER 10, 2018
Whether you’re working to improve operational efficiencies, reduce fraud rates or improve your customer experience, integrating a single technology or process into your call center operations will not fix all of your troubles or suddenly catapult your telephone environment beyond its current capabilities.
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How Analytics and Smart Routing Help to Maximize Inbound Call Efficiency
NobelBiz
OCTOBER 22, 2024
For example, in the event of an uptick in calls concerning a particular bug or feature of a product or service, proactively develop resources for customers to independently troubleshoot-a knowledge base or self-service portal, perhaps.
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Empower Customers With Self-Service Blog #2
Enghouse Interactive
SEPTEMBER 1, 2020
In addition to supporting your online web-tools and FAQ, there is also the opportunity to look at establishing a centralized repository of more detailed, specific or even highly technical information that is accessible by customers, contact center agents and technical personnel. your FAQ on steroids.
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How to Use Customer Profiles to Improve Call Center Training
Fonolo
MAY 18, 2021
Understanding their needs, wants, and desires, and meeting those needs via call and contact center solutions propels the industry forward. A call center customer profile is much like the buyer personas that marketing and sales professionals use to understand their target audience.
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The best contact center software for your needs
ViiBE Blog
AUGUST 11, 2021
Like a call center, a contact center may use interactive voice response for the opening menu. Knowledge Base. A knowledge base is a place to organize information centrally. ViiBE integrates a cloud-based knowledge management system into its web app. Each company’s needs are unique.
Contact Center Technology Trends to Watch in 2022
Hodusoft
FEBRUARY 9, 2022
Most of them are comfortable and rather enjoy getting information about a product/service/company using the tools available on the website, customer portals such as control panel, and knowledge bases. In the future technologies such as ‘business continuity’ and ‘customer experience’ will be the prime focus of contact centers.
8 Types of Software Every Call Center Needs
Global Response
DECEMBER 23, 2022
Our favorite call center software platforms include: Five9 Genesys Zendesk LiveAgent Platforms can provide basic solutions with call center software —allowing agents to handle inbound and outbound voice calls—or can provide robust contact center solutions for omnichannel support with AI assistance, knowledge bases, and more.
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Inbound Contact Center: Strategies for Success
Outsource Consultants
JANUARY 14, 2025
State-of-the-Art Technology The backbone of any effective inbound contact center is its technological infrastructure. Cloud-based contact center solutions stand out as a prime example. Robust Knowledge Management System A comprehensive knowledge base is an indispensable tool for both agents and customers.
3 Drivers of CX Success in 2021
Upstream Works
NOVEMBER 19, 2020
This challenge isn’t unique to the contact center, but these issues become amplified with a distributed pool of agents. Every customer interaction adds to your knowledge base and IT needs to ensure that all these interactions can be captured, and that will be difficult with legacy technology.
Top 5 NICE Workforce Management Competitors and Alternatives
Calabrio
FEBRUARY 25, 2025
Talkdesk Talkdesk a leading cloud-based contact center solution that also integrates with Calabrio ONE, includes its own WFM capabilities. A built-in Knowledge Base and remote onboarding tend to support better experiences than other leading alternatives like NICE WFM and Verint.
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BPO Call Center: How to Outsource (And is it Worth it?)
Babelforce
JULY 8, 2021
Having clear support documentation, such as a knowledge base, will help. BPO call centers let you provide this help at a low cost. Use it to either complement your existing contact center capabilities or go entirely remote. Using modern contact center solutions can provide many of the same benefits.
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Top 5 Verint Workforce Management Competitors and Alternatives
Calabrio
FEBRUARY 7, 2025
Limited external integration: Users must rely heavily on add-ons from within NICE ecosystem as connections with common external solutions are limited. Talkdesk Talkdesk is a cloud-based contact center solution that includes workforce management capabilities as part of its integrated platform.
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Abandon the Status Quo Now
Enghouse Interactive
JUNE 17, 2020
Yet, even after having fully integrated Teams with an advanced omni-channel Contact Center solution, there are significant opportunities to further enhance a contact center’s ability to engage with customers. Knowledge Bases. Microsoft Teams Collaboration Still Needs More Tools…Close those Gaps.
The best contact center reporting and analytics tools on the market [Guide]
Tethr
NOVEMBER 15, 2021
Get AI, automation, and omnichannel tools all at your fingertips on one desktop with Five9’s integrated contact center solution. Their position on the call center, the contact center, customer experience, and everything in between, has been to integrate, integrate, integrate.
How to Build a Multichannel Contact Center in 2023?
JustCall
MARCH 7, 2023
With multichannel contact center solutions, you can quickly connect with your customers through whichever channel they choose. Go for contact center solutions that offer native or third-party channel support for seamless integration of communication channels.
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Cloud Contact Center: What Is It & How Does It Work?
TeleDirect
FEBRUARY 14, 2024
At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Read our guide to cloud-based customer service to learn more about it. Cloud Contact Center: What Is It & How Does It Work? Your brand can provide this, too. It’s 100% yours.
Delivering Better Customer Experiences (CX)
Enghouse Interactive
OCTOBER 12, 2021
Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it. Implement AI to capture data across the Customer Journey.
Super-Agents Are Real (Blog #4)
Enghouse Interactive
OCTOBER 21, 2020
That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) Optimize your Knowledge Base to ensure it supports a wide range of types of “Augmented Conversations” across all possible issues.
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Remote Work: The Art of Keeping your Agents Engaged and Performing
NobelBiz
FEBRUARY 22, 2023
Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it. Select a solution that can communicate and be integrated with your call management software and CRM. So, what should be done? This includes individual exchanges and discussion groups.
Remote Work: The Art of Keeping your Agents Engaged and Performing
NobelBiz
FEBRUARY 22, 2023
Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it. Select a solution that can communicate and be integrated with your call management software and CRM. So, what should be done? This includes individual exchanges and discussion groups.
The Importance of Contact Center Data for AI Initiatives
DMG Consulting
JUNE 6, 2024
In many cases, the larger the repository the better, particularly when the information is verticalized and targeted for a specific use, like data from a company’s contact center or customer service organization. Another important source of information for AI initiatives is the enterprise’s knowledge base or knowledge management system.
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