Playvox

MARCH 19, 2024

The Evolution of Contact Center AI Early uses of AI and machine learning (ML) showed up in call centers years ago in intelligent routing solutions and interactive voice response (IVR) systems. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Upstream Works

AUGUST 5, 2021

As customer expectations keep rising, contact centers must keep innovating and remain agile, and this is where the cloud has great strategic value. The value of flexibility lies in adapting to change, and this is especially important for automation.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

CSM Magazine

OCTOBER 7, 2021

This flexibility helps selected partners to deliver contact center solutions with high-quality, profitable customer experiences across all voice, IVR and digital communication channels.

Contact Center 52

Contact Center Marketing Interactive Voice Response Strategic Value 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Application leaders responsible for contact centers must match investment planning with operational and business goals”.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

COPC

SEPTEMBER 3, 2019

Before implementing our new AI-supported voice interaction system into our service operations, we looked at what solutions were available through existing technologies. Internally, next-generation customer service positions the customer service centre as a strategic value creation tool. We definitely wanted to avoid this.

industry standards 40

industry standards Enterprise Technology Self service 40