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Improve your first contact resolution rates (FCR) with automatic skills-based transfers to the agents ideally suited to handle an interaction.
Reduce your average handle time (AHT) with effective automation-based qualification and self-service options that streamline customer journeys.
Give agents more time to concentrate on high-value interactions by automating basic tasks.
Don’t make customers repeat themselves. Deploy a self-service system that passes relevant information on to live agents.
Automate your interactions with customers on any voice or digital channel.
Discover how 30+ years of experience in managing vocal journeys through interactive voice recognition (IVR), augmented with natural language processing (NLP), can streamline your automation-based qualification process.
Our 15+ years of natural language understanding (NLU) experience drives AI innovations that facilitate natural conversations with your customers.
Industry: Financial Services and Insurance
Industry: Transport and Mobility
Industry: Express delivery
Markets: Asia Europe South America
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalised customer experience?
How can a healthcare provider deliver consistent, end-to-end customer experience across channels through a single platform?
We believe automation is a way to streamline qualification processes and maximise efficiency for fast, convenient and effective service. But automation must also enable trained professionals to focus on customer experience that needs the human touch.
The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.
It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.
2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognise them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.