Voxai Response to COVID-19 Voxai has been supporting many of our customers as they transition their call center agents to a WFH environment. Along with Genesys, we are making multiple solutions and our services available to customers who need to implement business continuity measures. Below are a number of links Read more…
Speech analytics is the process of converting contact center conversations into text, analyzing that data, and gathering insights into customer interactions. When set up correctly, it can be a powerful source of information for driving highly actionable insights that benefit the organization in tactical and strategic ways. At a high level, Read more…
81% of premise contact centers in North America will consider cloud solutions over the next 12 months, according to Statistica. Is your company considering a move to the cloud but is concerned about performance, availability, costs, or security? Here are 7 myths about cloud contact centers and the truths around Read more…
Remote Agent Options for Call Centers In response to COVID-19 virus concerns, precautions and corresponding disaster planning, call centers should plan for supporting remote (at-home) agents in scale to facilitiate contintued call center operations. This is intended to provide guidance to customers on technical options avaiable to support timely implementation Read more…
Every once in a while, there comes along a call center technology that disrupts (in a good way) business as we know it. Session Initiation Protocol (SIP) is one of those technologies. And though it has been around for over a decade, there are organizations where the use of SIP Read more…
Customers are the lifeline of your business. The quality of your customer experience impacts everything from your corporate reputation to meeting business objectives and revenue goals. Layering the voice of the customer in your contact center, collecting actionable feedback, getting a pulse on your customer’s sentiment in real time and Read more…
Your contact center agents are your most valuable resource, ensuring their safety is critical to maintaining your business operations and a strong customer experience. Contact centers quickly shifted to remote operations to keep their employees safe. Such rapid-response implementations may have left some quality issues and gaps in your operations. Read more…