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Does this experience sound familiar? You call your bank, health insurance provider, or utility company. You get an automated response with nine different prompts and none of them match your need. You press zero. You say “Agent.” At this point,...

Let’s get straight to the point. You’ve probably read countless articles stating “the only constant is change.” Yes, we know it’s true, especially in today’s fast-paced business environment. But the real question...

Effective management of contact center operations goes beyond traditional call handling, with Intelligent Virtual Assistants (IVAs), CTI (Computer Telephony Integration), and advanced reporting playing integral roles. In this blog, we will explore...