Missed opportunities multiply. Traditional analytics miss over 95% of interactions, which leaves major gaps in agent performance and CX understanding. AI fills the gaps. AI can analyze every ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Intelligent Call Routing: The Tech Behind Faster, Smarter Call Centers Your email has been sent Key takeaways Intelligent call routing uses customer relationship management (CRM) context, agent state, ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...