Contact Center Technology

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Ready or Not: AI Customer Service Will Change Your Business and Brand

by Kim Campbell in Artificial Intelligence, Contact Center Technology, Customer Service Outsourcing, Kim Campbell, Multichannel Customer Service

Say hello to the future: the robots are right here. Artificial intelligence is flipping all kinds of traditional business models on their heads. In the customer support space, AI is changing the customer experience for better or for worse depending on the elegance of your deployment. And the new world of AI is creating out-of-this-world […]

 

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AI and Customer Care: The Future is Here

by Andrew O'Brien in Andrew O'Brien, Artificial Intelligence, Contact Center Technology, Customer Service Outsourcing, Multichannel Customer Service

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. These technologies are sparking new expectations in today’s consumers on an almost daily basis. We want intelligent interactions that are personalized to our own situations and we want […]

 

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IVR Custom Integration for a Multinational Communications Corporation: A Case Study

by Amy Bennet in Amy Bennet, Blue Ocean News, Case Studies, Contact Center Outsourcing, Contact Center Technology

The Client This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. The Challenge For both types of customer calls – sales and support – the client was using an IVR system which directed calls, by type, to […]

 

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