Reliability
Call center performance reliability measurements determine the percentage of calls that are answered by a real person within two seconds or less.
Skill-Based Routing (SBR)
Using Skills-Based routing, customers are asked a few simple questions about their needs. Based on the answers to these questions, they will be [...]
Tokenization
Tokenization is defined as the process wherein we convert or substitute sensitive data into non-sensitive equivalent references which are then [...]
Voice user interface (VUI)
Voice user interface (VUI) is a user interface that allows actions to be carried out using natural language voice commands rather than keyboard or [...]