00:00 06 March
Bots with boring generic robotic voice only belong in campy sci-fi movies. The key features when planning a conversational interface for your business are: Its ability to understand your customer, its ability to allow interruptions, quick response times, AI-powered continuous learning ability, and its ability...
00:00 17 January
This year, UX design in contact centers will be the deliberate process of shaping how your customers, agents, and managers interact with the brand new technologies on offer.
Bots that can have near-human conversations. Digital assistants calling contact centers for their owners. Artificial intelligence predicting customer...
00:00 27 December
What ensures an intuitive, efficient contact center UX? Correct answer: You.
Because it is only by looping in all users from start to finish, at every stage of the UX design process, that an intuitive, efficient contact center UX evolves.
Right from the time a caller connects...
00:00 15 December
User experience or UX designing is important for your contact center. But it is important to identify your users’ needs first.
Picture yourself as a consumer. Say you log on to an online shopping website. You browse through the menu, take your pick, order, pay and...
Sentiment analysis instantly evaluates customer tone in a call. Currently, Ozonetel’s system is using this to judge a call sentiment as positive, negative or neutral. It is able to categorize this with a nearly 85% accuracy.
This gives management a new filter to:
Analyze Agent performance....