News | Avaya
Are organisations attempting to use artificial intelligence (AI) in the contact center? Yes, without a doubt. New research from Vanson Bourne shows that almost all (94%) of organisations recognise the ability of AI to improve contact center performance, with 87% reporting that “adopting or improving AI in the contact center” continues to be a top
When a system goes down, getting that system back up and running quickly is the goal of every managed service provider (MSP). All too often however, a backup will fail, causing the MSP to lose confidence in the backup and recovery process. Lack of consistency in backup performance means MSPs have to do more work
For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. So, the importance of optimising it – getting the most value from the people that comprise it – cannot
