What is a Caller?

In contact center terms, a caller is someone who makes an inbound call to a contact center. A contact center's goal is to match a caller to the response method that best serves their needs. Sometimes that means self-service and other times that means sending them to an agent. They may get the help they need through an interactive voice response (IVR) system, in which case it's a self-service transaction, or they may want to speak with a human agent.

A caller can contact a call center for a number of reasons, including to place an order, check on delivery status, or receive help regarding a defective product. With agent-assisted calls, most call centers will try to pair the caller with the right agent based on caller and agent characteristics. This can help boost customer satisfaction and improve the customer experience.

How NICE is Redefining Customer Experience

NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

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