In an era where customer expectations are constantly evolving, Contact Centers must adapt to meet these demands while maintaining operational efficiency. The concept of the Virtual Contact Center is becoming increasingly popular, leveraging advanced technologies like...
We all know what it’s like to be swamped at work. When problems arise, as they often do, teams and customers both can feel frustrated and overwhelmed. But business automation, powered by AI, can help. New tools, like generative AI and robotic process automation (RPA),...
Textel by Capacity Takes Home the Prize for Top DEVone Partner Earlier this week, NICE announced the winners of the NICE Top Partners of the Year awards at NICE Interactions 2024, the industry’s largest customer experience event. Textel by Capacity was named Top...
AI has the potential to completely transform the way companies offer support. At the forefront of this trend, AI call centers use a combination of practical and generative AI and automation to streamline their support. But agents are still a crucial part of the...
Imagine a Contact Center with faster service and fewer tickets. Sounds like a win for agents and customers alike, right? Many Contact Centers are starting to use self-service tools to reduce calls and improve resolutions. Looking ahead, companies can drastically...
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