RKS-Energo has launched a unified contact center using Naumen technology, resulting in a 40% reduction in call handling time for its 580,000 customers.
Zdravcity.ru has optimized its contact center operations by replacing rigid scripts with an empathetic approach, resulting in 95% first-call resolution rates.
K2Tech and BSS have automated the contact center of retailer Petrovich, reducing call routing time by 1.7 times using an AI voice assistant.
Voxys has integrated an AI-powered Copilot and automated API retry policies into its ScriptBuilder platform to streamline contact center workflow development.
MANGO OFFICE has introduced a browser-based version of its Contact Center, removing the requirement for local software installation and simplifying maintenance for corporate clients.
Analysts at the AI ROI in Contact Center Summit identified resolution quality as the primary metric for evaluating the success of artificial intelligence in customer service.
Five9 is moving away from full contact center automation, adopting a Humantic strategy that balances AI efficiency with human expertise for complex customer interactions.
Contact centers are shifting from traditional performance metrics to outcome-based scoring as AI adoption aims to cut labor costs by $80 billion this year.
Zoom is moving contact center metrics from call containment to end-to-end resolution through its new Conversation to Completion strategy.
TheCUBE Research will host a summit on September 11 to address how enterprises can measure the business value and return on investment of AI in contact center operations.
Argus Scientific and Technical Center has updated the Argus WFM CC system to automate operator scheduling and internal event planning in contact centers.
