The Latest Trends and Thought Leadership for Contact Centers

AI virtual agents, also known as an Intelligent Virtual Agent, are software that utilizes a set of rules and Artificial Intelligence (AI).

A virtual call center refers to a call center located in the cloud, which means that it’s hosted off-site instead of in on-site call center.

Virtual customer service is essentially service delivered to customers using AI (Artificial Intelligence) powered technology.

Virtual phone systems are cloud-based phone networks that call centers use to make and receive calls. They are hosted off site.

Voice IVR (Integrated Voice Response) is a software tool call centers use to greatly enhance the customer and agent experience.

Voice of the customer is a method of collecting information about how customers think and feel about a company.

Voice platforms are foundational tools used to carry out functions like interactive voice response and virtual assistant technology

Voice recognition in contact centers converts spoken language into text, enhancing communication and efficiency.

VoIP call center software is what telemarketing companies use to make and receive phone calls over the Internet.

VoIP PBX is a term used to describe a cloud-based phone network system that call centers typically employ to perform inbound and outbound calling. VoIP, which stands for Voice Over Internet Protocol, allows users to make phone calls over the Internet. A PBX is an...