AI Won’t Replace Call Center Agents
There’s a common misconception that technology will disrupt customer service the way it disrupted manufacturing. Using robots to assemble more...
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Contact Center
Integrate seamlessly with ACD and WFM systems
Process time-sensitive data and take real time actions based on actual conditions
Back Office
Standardize back office data from legacy systems
Monitor activity and provide real time insights to raise productivity and reduce costs
Driving Next-Level Performance
ACD and WFM systems produce reams of time-sensitive data. Only Intelligent Automation can process that data in real time and leverage it to drive productivity, agent engagement, and customer satisfaction
Business Impact Reporting
Leverage automation to track and report on contact center savings.
Track Actual Savings As They Occur
Reduce Handle Time
Discover which uses cases drive the most value in reducing overall AHT: ACW, Hold Time, and Talk Time.
Decrease Shrinkage Costs
Find out what categories have the most financial impact: task management, break, lunch and adherence assist.
Improve Occupancy
Understand trends in occupancy improvement actions by category, business unit, and location.
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Related Posts
AI Won’t Replace Call Center Agents - There’s a common misconception that technology will disrupt customer service the way it disrupted manufacturing. Using robots to assemble more cars or blenders per hour than human labor solved a mechanical problem, and it did displace workers. But customer service is a human activity, not a mechanical one. Call center agents solve problems for an… 
Webinar Recap: Flip the Script on WFM - “The call center is like a hurricane,” says Nathan Belfield, a 15-year call center veteran and current Customer Success Leader at Intradiem. “WFM managers can plan all they like, but their plans usually need adjusting midstream.” Those adjustments are typically done manually, which eats up a lot of staff time: “Up to 50% of my… 
Contact Center Absenteeism: Greater Flexibility is the Cure - Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff members specifically to the pursuit of a solution. But the coronavirus pandemic seems to have revealed a solution that was hiding in plain sight all along: a greater level of workplace flexibility for agents. The… Webinar Recap: Flip the Script on WFM
“The call center is like a hurricane,” says Nathan Belfield, a 15-year call center veteran and current Customer Success Leader...
Contact Center Absenteeism: Greater Flexibility is the Cure
Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff...
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