Call Center Experience Call Recording Customer Service Omni-Channel 
ViiBE Blog
MAY 13, 2021
Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. Predictive dialers use algorithms to reduce wait times for agents and customers on the line.
AWS Machine Learning
DECEMBER 21, 2023
The script obtained through generative AI is included in a document (such as TXT, HTML, or PDF), and added to a knowledge base that will guide contact center agents in their interactions with customers. It also has summarization by highlighting key sentences in the transcript and labeling the issues, outcomes, and action items.
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