Call Center Modernization

Call Centers are evolving. Since their inception in the 1970s when companies mostly routed calls between departments; to the early 2000s where agents were no longer just answering calls, they were also fielding emails, chats and social media interactions. Fast forward to today, we're going through another big wave. As companies try to support these additional channels and interactions they have increasingly looked to cloud and AI technologies to help. With AI, our clients can extract insights from documents and interactions to assist human agents, simplify self service, spot trends to optimize performance, contain 70% of calls without human interaction and save per contained call to reduce operational expenses. These powerful capabilities can create a frictionless self-serve experience for human agents and customers.

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