Call Center Solutions

What is AI Agent Assist?  In a contact center, this is when AI model assists a human agent in customer service, rather than assisting the customer directly.  The assisting AI must do three separate things:  Several adjacent terms also need to be defined to avoid confusion. The term agent is used in multiple ways in

By Dominic Kent Dominic Kent is an independent writer who specializes in unified communications and contact center technology. He runs UC Marketing Ltd, a consultancy dedicated to helping technology companies translate complex technology products into compelling stories and educational content. His projects often involve well-researched guides that speaks to IT leaders and business stakeholders alike.

What is an AI agent? An AI agent is software built on an LLM that works toward a goal instead of following a script.   In a contact center, it is usually the first point of contact which passes the conversation to a human when an interaction needs judgment, authority, or empathy.  What is the difference

By Dominic Kent Dominic Kent is an independent writer who specializes in unified communications and contact center technology. He runs UC Marketing Ltd, a consultancy dedicated to helping technology companies translate complex technology products into compelling stories and educational content. His projects often involve well-researched guides that speaks to IT leaders and business stakeholders alike.

Every time a call is transferred, CSAT drops by 12% according to SQM Group’s research. Callers hope to be connected to the most helpful agent right away, and skills-based routing solves that problem.  Instead of sending a call to the agent next in line or the one who’s been idle the longest, skills-based routing sends the call to the agent most qualified to handle it.  What Is Skills-Based Routing?  Skills-based routing

By Dominic Kent Dominic Kent is an independent writer who specializes in unified communications and contact center technology. He runs UC Marketing Ltd, a consultancy dedicated to helping technology companies translate complex technology products into compelling stories and educational content. His projects often involve well-researched guides that speaks to IT leaders and business stakeholders alike.

When moving the phone system to Microsoft Teams voice, the steps that are usually well covered are things like call quality, routing, compliance, and device provisioning. But sometimes a few seemingly small details get overlooked. As the contact center manager, bring the following checklist to the migration lead before cutover and ask for confirmation that each item be tested.

By Dominic Kent Dominic Kent is an independent writer who specializes in unified communications and contact center technology. He runs UC Marketing Ltd, a consultancy dedicated to helping technology companies translate complex technology products into compelling stories and educational content. His projects often involve well-researched guides that speaks to IT leaders and business stakeholders alike.

By Dominic Kent Dominic Kent is an independent writer who specializes in unified communications and contact center technology. He runs UC Marketing Ltd, a consultancy dedicated to helping technology companies translate complex technology products into compelling stories and educational content. His projects often involve well-researched guides that speaks to IT leaders and business stakeholders alike.

By Dominic Kent Dominic Kent is an independent writer who specializes in unified communications and contact center technology. He runs UC Marketing Ltd, a consultancy dedicated to helping technology companies translate complex technology products into compelling stories and educational content. His projects often involve well-researched guides that speaks to IT leaders and business stakeholders alike.