Aligning Agents, Automation and AI
The UK Forefront Executive Council gathered on 30 March to discuss the customer service challenges faced by today’s contact centres....
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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
Aligning Agents, Automation and AI - The UK Forefront Executive Council gathered on 30 March to discuss the customer service challenges faced by today’s contact centres. The discussion focused on the need for stronger emphasis on frontline agents and the expanding role of automation and artificial intelligence (AI) to better support those agents. Launched in 2021, Forefront brings together forward-thinking industry… 
AI at the Crossroads of Industry and Academia - Artificial Intelligence (AI) is upping the technological ante that was introduced by automation a generation ago. AI and machine learning (ML) are rapidly transforming industry, and academic institutions are working in tandem to lay the theoretical groundwork for their advancement. Akul Dewan, an AI Architect at Intradiem, wove the two strands together in his March… 
Great Customer Service Requires Engaged Agents - Maya Angelou said that “people will forget what you said… and what you did… but not how you made them feel.” This is true for the customer service experience, which though constantly bolstered by new technologies, is and will always remain a fundamentally “human” experience. The Forefront Executive Council gathered on February 23-24 to discuss… AI at the Crossroads of Industry and Academia
Artificial Intelligence (AI) is upping the technological ante that was introduced by automation a generation ago. AI and machine learning...
Great Customer Service Requires Engaged Agents
Maya Angelou said that “people will forget what you said… and what you did… but not how you made them...
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