Great Experiences Optimized with AI
These enriched experience capabilities are readily available to all through cloud technology,
and it's just in time. Recent global events have taught us that businesses need to be flexible
to survive. The pandemic provided a stellar example of the benefits of cloud agility, as
businesses were forced to quickly shift agents to work from home. This drove the need
for modernized WFO packages, which included collaboration and co-browse for teams
to engage with each other and supervisors, new ways of measuring agent performance,
and better tools for agent engagement. It also accelerated the deployment of increasingly
intelligent self-service options that can satisfy customer demand.
Today, AI/ML is the plasma that runs throughout businesses, touching all points of the
customer and employee journey. It fuels the intelligence of self-service options so that
customers are more quickly satisfied and less reliant on agents. When agents are required,
AI-fueled bots provide guided assistance for agents and perform process automation and
automated workflows that fluidly move between the contact center and back office. AI-
powered solutions impact proactive outbound contact with customers and assist in superfine
routing of inbound interactions based on myriad factors, including and beyond traditional
systems of record.
Optimizing Your Contact Center Resources Uplifts the Experience for Everyone
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