How IVR Analytics Fixes Call Flow Issues and Frees Up Agents
Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and ...
ACD vs IVR: Which One Will Save You More Customers?
Struggling to choose between ACD vs IVR? Learn which one's best if you have to choose and when you should use both.
CMS Wire11d
Is This the Year AI Dominates the Call Center?
This article will look at the ways that AI is changing the game when it comes to call center dynamics. Most of us are familiar with IVR when calling customer service centers, and have found them ...
Forbes29d
The Death Of IVR: AI’s Evolving Impact On CX
Contact center supervisors struggle to meet KPIs like ... GenAI removes the barriers of traditional IVR scripts and menus, allowing customers to communicate naturally. Large language models ...
Huawei7d
Huawei Achieves No. 1 Market Share Position for Contact Center Software in China, Leading the Market for 10 Consecutive Years
According to the recently released IDC report China Contact Center Market Share, 2023: The Age of Intelligence, Huawei had ...
Optus and NICE overhaul contact centre operations at Great Southern Bank
Australian telecoms provider Optus has partnered with NICE, a provider of AI customer service automation solutions, to overhaul Great Southern Bank's contact centre operations. Great Southern Bank had ...