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Agent-assisted automation is a type of call center technology that automates elements of what the call center agent 1) does with his/her desktop tools and/or 2) says to customers during the call using pre-recorded audio. It is a relatively new [when?] category of call center technology that shows promise in improving call center productivity and compliance.
Dealing with irate customers can be extremely stressful for call centre workers but Japan's SoftBank Corp thinks it has a solution: artificial intelligence-enabled software that softens the tone ...
Use voice-based marketing automation to provide phone-based customer service using a virtual call center to handle support calls. The software enables agents to work from any location and receive and transfer calls using any phone type.
Interactive voice response. Interactive voice response ( IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition ...
Contact center telephony. In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers. This business communication system is an ...
Robotic process automation ( RPA) is a form of business process automation that is based on software robots (bots) or artificial intelligence (AI) agents. [1] RPA should not be confused with artificial intelligence as it is based on automotive technology following a predefined workflow. [2] It is sometimes referred to as software robotics (not to be confused with robot software ).
Customer relationship management ( CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher ( ACD ), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the ...