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This has resulted in improvements in scheduleadherence and operational costs for many centers. Text analytics apply to chat and email interactions, providing a holistic view of customer communication across all channels. Many centers use post-call IVR surveys to gather immediate feedback.
Integration of technologies like CRM systems, advanced dialers, automated call distribution , automation tools, chatbots, IVR systems, voice transcription, speech analytics , and others not only improves agent productivity but also provides valuable data for analytics and decision-making.
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