omnichannel contact center

In a customer care context, the ability to filter information is crucial. With an increasing number of communication channels, from voice calls and chats to email and social media posts, agents need to be able to…

Why is this partnership great news for the customer Experience? We find together XCALLY, an innovative omnichannel automation platform for Customer Care, and Key IVR, a company that offers automated payment services globally. On one hand,…

Over the years, contact centers have undergone a profound transformation: from simple call centers, which handled only telephone calls, they have become omnichannel contact centers. In this article, we will explore how AI is changing the…

In today's competitive business environment, customer engagement is more crucial than ever. One way to stay ahead is by effectively using outbound dialer queue campaigns and IVR (Interactive Voice Response) campaigns. These communication strategies can significantly improve your…

One of the biggest challenges facing every brand today is managing increasingly complex customer care & experience processes. Providing the best customer service requires the orchestration and governace of multiple channels and tools. To do this,…

In this case study, we will analyze how the use of omnichannel and reporting tools has allowed a leading company in the logistics sector to optimize the management of contact center and improve business, using the…