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The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers

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We've seen this before The Dotcom bust coupled with 9/11 was a cataclysmic event for outsourcers in 2000 and 2001. Virtual Agents and Omnichannel bots are well suited for repetitive call types, such as: reservations, scheduling, FAQs, basic account queries and updates, checking order status and even level-one tech support.