In an increasingly customer-centric world, traditional contact centers continue to face infrastructure costs, poor resolution times, generic or non-personalized responses, language barriers, agent attrition and a high degree of human dependence. The last two years of the pandemic have seen a 4X increase in contact center traffic. To keep up with traffic and adapt to whole new ways of interacting with customers, including multi-channel communications, the need right now is cloud-based intelligent contact centers. When powered by cloud and AI, contact centers can reduce agent processing time by 40%, increase agent productivity, and meet customer needs by 70%, improving overall customer satisfaction. clients.
First publication: STI