The promise of omnichannel–a seamless integration of automated self-service across digital and voice channels– had us believing that customers could call a business, pause the conversation, and then pick up the same conversation without losing context through texting. In reality, there are only a handful of companies who have achieved this. Why? They aren’t optimized for voice. Learn more in this blog.
Even with more advanced technologies, we are still seeing contact centers stuck in the same outdated model resulting in long waits, multiple transfers, and unproductive conversations. Learn what's holding contact centers back from evolving in our blog.
The times may appear tough for those in the collections industry, but Conversational AI can automate your contact center to help you thrive in the midst of both the hiring and regulatory pinch. Learn how in our blog.