artificial-intelligence-helps-ivr-deliver-middle-ground-in-customer-service 
CSM Magazine
AUGUST 31, 2015
Customer contact center managers want to keep engagement costs down, which often means live agents spending as little time on the phone by deflecting as many customers as possible. Meanwhile, customers who want answers or solutions often will “zero out” to skip the menu tree and reach an agent.
NobelBiz
MAY 7, 2024
By intelligently switching between dialing modes based on predefined criteria, hybrid dialers maximize agent utilization, minimize idle time, and reduce dropped calls. Furthermore, they enable call centers to handle diverse customer engagement strategies, from large-scale outbound campaigns to personalized customer follow-ups.
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