Average Handle Time Contact Center Innovation Virtual Agent 
NICE inContact
OCTOBER 12, 2018
This is the first of four ways that virtual agents are automating the contact center. Navigating poorly designed DTMF touch-tone systems and single word command menus can cause issues with proper routing and ultimately result in internal transfers, which is a large expense for contact centers.
AWS Machine Learning
MARCH 31, 2023
Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Unless the hold music is particularly good, callers don’t typically enjoy having to wait—it wastes time and money.
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UJET
DECEMBER 10, 2020
Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.
UJET
DECEMBER 10, 2020
Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
TechSee
AUGUST 14, 2018
This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.
NICE inContact
SEPTEMBER 17, 2019
Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX.
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