2009 Contact Center Self service Wait times 
Fonolo
APRIL 17, 2019
It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. In 1999, it implemented the country’s first self-service express check-in kiosks. Successful case studies.
TechSee
DECEMBER 5, 2017
Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. ” 2. Coveo.
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