The Virtual Agent: Finding the balance between man and machine
It’s no secret that AI technologies are taking the customer service and contact centre industry by storm. After all, the idea of replacing expensive staff with comprehensive automation can represent an all-too-tempting opportunity for contact centre cost-cutting. Suddenly, a future where customers interact solely with emotionless corporate robots, with no option for compassionate human conversation, […]
New Content Guru and Teleopti partnership to optimise customer engagement…
The communications integration provider, Content Guru and the workforce management solutions company, Teleopti, have announced their ‘best-in-class’ partnership by combining both services to improve customer engagement strategies in contact centres. A custom-built integration connects Teleopti’s WFM client with the dynamic agent environment within Content Guru’s award-winning storm® CONTACT™ solution, enabling contact centre and workforce managers […]
