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Cloud contact center systems is a technology that's been gaining ground for some time now thanks to its ability to offer special tools to contact centers, and allow for fairly easy expansions as needed.
One primary way in which TelcoAlert provides monitoring is through its matching system that notices how IVRs respond to changes in callers' speech and tones of voice. It notes any inconsistencies in the actions of customers and how they translate to actions taken by IVRs. It can then adapt and make changes to the IVR and provide reports, complete with audio recordings, that provide details about how systems are operating.
A EuroAble call center in based in Mumbai, India, is one of the first call centers to be run completely by people with special needs, and has received extremely positive feedback.
For most of the members of the Contact Center Solutions Community, it might be hard to remember a time when our community host Interactive Intelligence was not a significant player in the industry. However, as someone who has been around a bit longer, it seems like only yesterday that I started becoming intrigued with the activities of this company, which chose as its headquarters the unlikely location of Indianapolis, IN.
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