Contact Center AI offers a conversational AI-native contact center-as-a-service solution to enhance customer experience, increase revenue, and reduce operational costs. It helps create consistent, personalized, intelligent, and effortless customer and agent experiences across channels. You can leverage Automation Use Cases and Answers to automate regular customer queries and seamlessly transfer them to a human agent as needed.
Flows & RoutingDefine the end-to-end customer experience at a contact center for each communication channel. Configure routing and related properties - create skill groups, add skills, and set up queues and assignments.Learn more Agents and SupervisorsAdd agents and supervisors, configure digital and voice experiences for them, assign them a role, and map them to queues and skills. Also, create disposition sets to organize disposition codes according to your business requirements.Learn more ConfigurationsConfigure hours of operation, language & speech recognition settings, default flows, response templates, surveys, forms, and widgets to integrate external systems and pages into the Agent Console, and advanced settings for co-browsing, agent tools, and data masking.Learn more Agent ConsoleBoost agent efficiency with AI tools, secure communication, and collaborative features. Empower managers and supervisors to monitor and join calls, and allocate tasks to designated agents or queues.Learn more CampaignsCreate targeted voice and proactive web campaigns supported by easy-to-use templates and comprehensive analytics. Monitor campaign performance and objectives with greater precision and effectiveness.Learn more Quality ManagementAI-powered automated QA scoring for all customer interactions, with customizable configurations and comprehensive analysis. Optimize manual reviews, enhance agent feedback, and measure metrics to improve service quality.Learn more
