Category Archives: Featured Articles

Broadvoice AI Opens Door to Smart Automated Transactions for Smaller Call Centers

By | January 25, 2024

Artificial intelligence (AI) is transforming the contact center industry, but yet most SMB (small and midsize businesses) struggle to implement such solutions – both because of lack of trust and inability to analyze market changes. This can lead to the situation where such businesses will be inable to provide the same quality of customer experience… Read More »

Amazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents

By | December 7, 2023

While AI is often discussed in terms of replacing human call center agents, its current focus lies in enhancing agents’ roles by acting as an intelligent assistant. It aids in researching customer queries, finding resources, and offering options. Additionally, AI assists in after-call wrap-up tasks by creating summaries and generating analytics for operational improvement. AWS… Read More »

Customers Believe Companies Are Making Them Work Too Hard

By | September 29, 2023

In recent decades, brands have shifted focus towards self-service customer support, leveraging IVR technology and the internet for perceived cost savings. However, this reliance on self-help solutions may be causing customer dissatisfaction. According to the J.D. Power U.S. Cross-Industry Customer Service Experience Study, customers spend an average of 18.10 minutes per interaction, with 40% having… Read More »

Google Cloud Welcomes as Partner, Launching Innovative Conversational IVR Plugin

By | June 5, 2023

We live in the era of multichannel communications. Even though it is now common for clients to prefer SMS or email communications, phone support is still a leading customer service channel. Recent studies show that around a half of customers still prefer voice channels for customer support purposes – and this number isn’t going to… Read More »

Voice Bot and the real-time customer experience: a successful case study

By | August 19, 2022

Voice bots have transformed customer support, automating tasks like appointment booking and issue resolution, leading to real-time responses and enhanced user experience. SOGEDES, a German IT services company and INGO partner, excels in this domain, optimizing voice bot systems for seamless, human-like interactions. Using XCALLY, UniMRCP, and Google services, SOGEDES achieved real-time responses, overcoming delays… Read More »