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

One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more. 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

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. By the middle of 2018, the average daily volume of self-service was 4.84 Second, the service industry has traditionally been very labor-intensive.

industry standards 40

industry standards Enterprise Technology Self service 40