• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

      CXone Mpower Platform

      • Workflows

        Automate every service workflow

      • Agents

        Maximize agent performance

      • Knowledge

        Centralize data and knowledge

      Customer Service Automation

      • Platform Overview

        Complete AI platform for customer service automation

      • Trust & Compliance

        Ensure secure, reliable, and compliant customer service operations

      • CXexchange Marketplace

        Discover partner solutions to extend capabilities on our platform

      • Integrations & Hubs

        Seamlessly connect your business systems

      • Developer Portal

        Endless customization options with RESTful APIs and robust SDKs

      • User Communities

        Collaborate, learn, and share best practices for customer service excellence

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • AI for Customer Experience

        AI for Customer Experience

        Purpose-built AI for unparalleled CX automation

        Learn more

        • Autopilot

          Elevate customer self-service with an AI-powered virtual agent

        • Copilot

          Empower agents and supervisors with powerful AI to drive productivity

        • Actions

          Unlock complex data with generative AI for CX leaders

        • AutoSummary

          Automate notetaking with Gen AI to summarize every interaction

        • AI Routing

          Match customers to their perfect agent for improved business results

        • Enlighten AI for Complaint Management

          Protect your organization from reputational and financial risks

        • Enlighten AI for Sales Effectiveness

          Increase conversion rates and grow revenue with real-time analysis

        • Experience Optimization (XO)

          Learn from all interactions with AI that builds smart self-service

        • Enlighten AI for Customer Satisfaction (CSAT)

          Gain insights on agent soft-skill behaviors on every interaction

      • Digital & Self Service

        Digital & Self Service

        Friction-free customer experiences driven by conversational AI

        Learn more

        • Autopilot

          Elevate self-service experiences with an AI-powered virtual agent that guides customers

        • Conversational AI & Chatbots

          Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally

        • Knowledge Management

          Meet customers with knowledge and ensure they receive the right content, wherever they are

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention

        • Web & Mobile Engagement

          Remove friction across the digital journey by proactively delivering the right guidance at the right time

        • Interactive Voice Response (IVR)

          Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

      • Journey Orchestration & Routing

        Journey Orchestration & Routing

        Seamless customer journeys across voice and digital channels

        View Products

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Omnichannel Routing

          Connect customers to the ideal resource, the smart way

        • AI Routing

          Match every customer to their perfect agent with AI that delivers personalized experiences and improves results

        • AI Orchestrator

          Orchestrate AI-driven customer service workflows across the enterprise.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience

        • Digital & Voice Channels

          Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout

        • Social, Chat & Messaging

          Engage website visitors in conversations on their channel of choice

      • Workforce Engagement & Management

        Workforce Engagement & Management

        Robust applications to optimize the employee experience (WEM)

        Learn more

        • Workforce Management

          Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down

        • Quality Management

          Deliver better customer experiences through streamlined processes and actionable, AI-based feedback

        • Performance Management

          Meet your organizational goals while engaging employees through personal coaching and gamification

        • Interaction Recording & Management

          Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance

        • Supervisor Workspace

          Turbocharge supervisors to make agile decisions, streamline workflows and improve performance

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

        • Automated Agent Augmentation

          Automatically detect automation opportunities, and effortlessly build automation processes as needed

        • Playvox by NICE

          Seamlessly integrate with CRMs to efficiently manage your workforce

      • CX Analytics

        CX Analytics

        Actionable insights to continuously enhance the customer experience

        Learn more

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

        • Feedback Management

          Discover actionable insights from omnichannel customer feedback to improve customer satisfaction

        • Interactions Analytics

          Analyze every interaction to understand operational trends and agent performance

        • Desktop & Process Analytics

          Understand and confidently select the processes that will contribute most to your performance success

      • Agent Assist

        Agent Assist

        AI-driven tools for real-time agent guidance and coaching

        Learn more

        • Omnichannel Agent Desktop

          A unified agent workspace provides everything agents need to handle all interactions

        • Agent Assist Hub

          Easily integrate applications that help turn every one of your agents into a customer service superstar

        • Real-Time Guidance

          Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction

        • AutoSummary

          Automate agent notetaking with the power of generative AI to summarize every interaction

        • Knowledge Management

          Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content

      • Open Cloud Platform

        Open Cloud Platform

        Innovative cloud-native foundation to rapidly scale extraordinary CX

        Learn more

        • Security & Compliance

          Secure your data and enjoy industry-leading guaranteed uptime

        • Resiliency & Reliability

          Keep your contact center up and running with dynamic elasticity

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Pre-Built Integrations

          Increase value with pre-integrated applications, UCaaS and CRM adapters

        • FedRAMP

          Give your government agency the tools to act smarter and respond faster

        • Voice as a Service (VaaS)

          Connect agents and customers with cloud-optimized voice & data services

        • Elevate AI

          Improve your customer conversations with accurate STT transcription

        • Multipath to CXone

          Connect vital enterprise infrastructure to our cloud gradually and safely

        • Unified Communications as a Service (UCaaS)

          Unify your contact center with the rest of the organization

    • Solutions
      • Explore all Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NICE as a preferred CCaaS vendor

        Gartner® named NICE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report

    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NICE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NICE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NICE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NICE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Join us at the Largest CX Event of the Year!

        Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

        Register now

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NICE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NICE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NICE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NICE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NICE

          Join us at the Largest CX Event of the Year!

          Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

          Register now

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get in Touch
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers
            linkedinlinkedinlinkedinlinkedin
          • Home
          • Customer Experience (CX) and Contact Center Library
          • Attendant Solutions for Contact Centers
          Icon imageRequest a demo
          Request a quote

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NICE Public Safety
          • NICE Actimize
          • NICE RPA

          Partners

          • NICE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NICE Help Partner Portal
          • NICE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NICE Customer Support

          STAY CONNECTED

          linkedinlinkedinlinkedinlinkedin
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility
          © 2025 NICE

          Attendant Solutions for Contact Centers

          A NICE Guide

          CXone Attendant - Connect callers to the right person— no receptionist required
          Datasheets

          CXone Attendant - Connect callers to the right person— no receptionist required

          Get data sheet
          How NICE made Christmas merry and bright for a global logistics company
          Product Videos

          How NICE made Christmas merry and bright for a global logistics company

          Watch video
          NEVA - an integrated automation platform that brings people and robots together
          Datasheets

          NEVA - an integrated automation platform that brings people and robots together

          Get data sheet

          Want to See How Attendant Solutions Streamline Contact Center Operations?

          Discover how advanced attendant solutions enhance call routing, reduce wait times, and improve first-contact resolution. This demo shows how you can create smoother, smarter experiences for both agents and customers—while boosting efficiency across your contact center.

          Watch the Demo

          Attendant Solutions for Contact Centers – FAQs

          Contact us

          If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

          • Introduction to Attendant Solutions
          • What Are Attendant Solutions in Contact Centers?
          • Why Attendant Solutions Matter
          • Core Capabilities of Advanced Attendant Solutions
          • Call Handling and Management
          • Quality Management and Monitoring
          • High-Impact Use Cases
          • Attendant Solutions vs. Legacy IVRs
          • Key Metrics to Measure Success
          • Future Trends in Attendant Solutions
          • Conclusion

          In today’s high-volume, experience-driven contact centers, every second counts—especially at the first point of contact. Attendant solutions, including auto attendant systems, have emerged as a cornerstone of modern CX strategy, providing automated yet intelligent customer engagement right from the moment a call or message comes in.

          These solutions go far beyond the old-fashioned “press 1 for support” systems. By integrating AI, natural language processing (NLP), CRM data, and real-time decisioning, attendant solutions now act as dynamic, context-aware front-line systems. They are capable of greeting customers, understanding their intent, offering self-service options, and routing them intelligently—all before a human ever gets involved.

          This guide explores the full landscape of attendant solutions, including their components, benefits, real-world use cases, future trends, and key metrics to track success.

          Introduction to Attendant Solutions

          Attendant solutions, such as the Attendant Console, are designed to provide a comprehensive and efficient way to manage incoming calls and improve customer satisfaction. These solutions are typically used in contact centers and are integrated with Microsoft Teams, Cisco Unified Communications Manager, and other business systems. The primary goal of attendant solutions is to route calls to the right person, reduce manual tasks, and provide a better customer experience. By using an attendant solution, businesses can save time, reduce costs, and improve their overall customer service.

          Attendant consoles streamline the process of handling calls by automating many of the tasks that would otherwise require manual intervention. This includes identifying the caller’s needs, routing the call to the appropriate department or individual, and providing relevant information to the agent before they even pick up the call. This not only speeds up the process but also ensures that the customer is connected to the right person who can address their needs effectively.

          Moreover, the integration with systems like Microsoft Teams and Cisco Unified Communications Manager allows for a seamless flow of information and communication within the organization. This integration ensures that all team members have access to the same information, which helps in providing consistent and accurate responses to customer inquiries. Ultimately, this leads to higher customer satisfaction and a more efficient contact center operation.

          What Are Attendant Solutions in Contact Centers?

          Attendant solutions are automated systems—either voice or digital—that handle the initial interaction in a customer journey. Automated attendants serve as virtual receptionists, effectively managing inbound calls and routing them to the appropriate departments or agents. Their purpose is to:

          • Greet customers

          • Understand their intent (via touch-tone, keywords, or natural language)

          • Authenticate identity (optionally)

          • Route them efficiently or offer self-service options

          These solutions are commonly integrated into:

          • Voice-based IVR (Interactive Voice Response) systems

          • Chatbots or digital virtual assistants

          • Visual IVRs (clickable phone trees for mobile users)

          • Front-end APIs in mobile apps

          Modern versions often use:

          • Conversational AI: Understands spoken or typed input to avoid rigid menus

          • Contextual routing: Uses customer history to personalize the journey

          • Speech analytics: Detects sentiment, urgency, or key phrases

          • Voice biometrics: Verifies the speaker’s identity passively

          In short, they represent a digital receptionist—optimized for speed, accuracy, and scale.

          Why Attendant Solutions Matter

          1. Faster Access to Support

          By intelligently triaging inbound calls and chats, attendant systems reduce queue bottlenecks. Customers aren’t left waiting while agents manually screen and redirect them. This improves:

          • Average speed to answer

          • First contact resolution (FCR)

          • Customer satisfaction (CSAT)

          2. Improved Self-Service Capabilities

          Attendant solutions can resolve simple tasks on their own, such as:

          • Checking order status

          • Resetting passwords

          • Confirming appointments

          • Making payments

          This reduces live agent volume and allows staff to focus on high-value or complex tasks.

          3. Reduced Operational Costs

          Automating front-line interaction offloads thousands of routine calls and messages, leading to substantial cost savings on:

          • FTE hours

          • Queue overflow

          • Escalation costs

          Many organizations see 30–40% call containment rates, translating to significant OPEX reductions.

          4. Enhanced Personalization and Brand Consistency

          Modern attendants can:

          • Address customers by name

          • Tailor menus based on customer profile details

          • Speak in branded voice styles

          • Automatically adjust to language preferences

          This consistency drives better NPS scores and brand equity.

          5. 24/7 Availability

          Unlike live agents, attendant systems work around the clock. This ensures customers can always:

          • Speak to someone (even if virtual)

          • Complete urgent tasks after hours

          • Receive consistent answers from multiple channels

          Core Capabilities of Advanced Attendant Solutions

          Advanced attendant solutions offer robust call control capabilities, enhancing customer experience by managing call traffic efficiently. These solutions integrate seamlessly with CRM systems, providing a comprehensive view of customer interactions.

          Call Handling and Management

          Call handling and management are critical components of any contact center solution. Attendant consoles, such as the one offered by Imagicle, provide a range of features to manage incoming calls, including call routing, queuing, and recording. These features enable businesses to efficiently handle a high volume of calls, reduce wait times, and improve customer satisfaction.

          One of the key features of an attendant console is its ability to route calls intelligently. By using advanced algorithms and integration with CRM systems, the console can determine the best person or department to handle each call based on the caller’s history and current needs. This ensures that calls are directed to the right person quickly, reducing the time customers spend waiting on hold.

          Queuing is another important feature that helps manage high call volumes. Attendant consoles can place incoming calls in a queue and provide callers with estimated wait times and options for self-service or callback. This helps manage customer expectations and reduces frustration.

          Call recording is also a vital feature for quality assurance and training purposes. By recording calls, businesses can review interactions to ensure compliance with company policies and identify areas for improvement. This not only helps in maintaining high standards of customer service but also provides valuable insights for training and development.

          By using an attendant console, businesses can improve their call handling and management, reduce manual tasks, and provide a better customer experience. The integration with other business systems ensures a seamless and efficient process, ultimately leading to higher customer satisfaction and a more effective contact center operation.

          Quality Management and Monitoring

          Quality management and monitoring are essential components of any contact center solution. Attendant consoles, such as the one offered by Competella, provide a range of features to monitor and manage call quality, including call recording, silent monitoring, and whisper coaching. These features enable businesses to identify areas for improvement, provide targeted training, and improve overall customer satisfaction.

          Call recording allows businesses to capture and review interactions between agents and customers. This is crucial for ensuring that agents adhere to company policies and provide accurate information. It also helps in identifying common issues and areas where agents may need additional training.

          Silent monitoring is another valuable feature that allows supervisors to listen in on live calls without the agent or customer being aware. This enables real-time quality assurance and provides an opportunity to intervene if necessary. Whisper coaching takes this a step further by allowing supervisors to provide guidance to agents during a call without the customer hearing. This is particularly useful for training new agents or handling complex situations.

          By integrating these quality management features with other business systems, such as quality management software, businesses can create a fully integrated and streamlined process. This ensures that all aspects of call quality are monitored and managed effectively, leading to continuous improvement and higher customer satisfaction.

          By using an attendant console, businesses can improve their quality management and monitoring, reduce manual tasks, and provide a better customer experience. The ability to identify areas for improvement and provide targeted training ensures that agents are well-equipped to handle customer inquiries, ultimately leading to a more efficient and effective contact center operation.

          High-Impact Use Cases

          1. Insurance Claims

          • Customer calls to file a claim

          • Attendant collects policy number and nature of claim

          • Routes to appropriate claims agent or offers digital intake form, ensuring calls are directed to the correct departments for efficient processing

          2. Financial Institutions

          • Attendant verifies caller via voiceprint

          • Presents context-aware menu (e.g., “Your card ending in 4321 was declined yesterday—would you like help?”)

          • Escalates to fraud desk or billing

          • Ensures seamless integration with the native client, such as Microsoft Teams, for managing call handling and accessing analytics

          3. Healthcare

          • Patient calls to confirm an appointment

          • Attendant verifies identity and sends SMS confirmation link

          • Offers to reschedule or route to nurse line if needed

          4. Retail

          • Customer says “Track my package”

          • Attendant retrieves order status, reads delivery ETA, integrates the information with the existing system, and logs interaction

          Attendant Solutions vs. Legacy IVRs

          When comparing legacy IVRs with modern attendant solutions, it's clear that direct routing plays a crucial role in integrating telephony solutions with platforms like Microsoft Teams. This flexibility allows organizations to consolidate legacy systems while supporting both Microsoft Calling Plans and Direct Routing for a seamless cloud communication experience.

          Key Metrics to Measure Success

          Future Trends in Attendant Solutions

          1. LLM-Powered Attendants

          AI copilots powered by large language models will understand long-form queries related to their job, like: “I just bought a new phone and want to know if I can add insurance and transfer my contacts.”

          2. Voice-First Personalization

          Voiceprints, combined with presence information, will identify customers instantly and trigger personalized greetings, faster routing, and fraud prevention workflows—all invisibly.

          3. Unified Attendants Across Channels

          A single intelligent agent will span voice, chat, SMS, and mobile, recognizing customers and maintaining conversation context seamlessly, reducing the need for live operators.

          4. Sentiment-Triggered Routing

          If frustration, urgency, or compliance language is detected (e.g., “I need a manager,” “cancel my account”), the system will prioritize escalations in real time, ensuring that operators are equipped to handle these situations effectively.

          5. Attendant-as-a-Platform

          Microsoft Calling Plans will allow enterprises to embed advanced attendant logic into apps, mobile kiosks, or even physical devices in smart stores or clinics.

          Open APIs will allow enterprises to embed advanced attendant logic into apps, mobile kiosks, or even physical devices in smart stores or clinics.

          Conclusion

          Attendant solutions are no longer just cost-saving menu trees—they’re mission-critical components of modern, AI-augmented customer experience architecture. By handling authentication, intent detection, and intelligent routing from the first interaction, they set the stage for faster, smarter, and more satisfying outcomes.

          Whether your goal is to cut costs, improve CX, boost agent efficiency, or modernize legacy systems, the right attendant solution will act as your always-on, always-accurate, and reliable digital receptionist—powerful, scalable, and tailored to every customer.

          An attendant solution is an automated front-end system that greets and routes customer interactions—typically using IVR, AI, or NLP—based on intent, identity, or business rules.

          Traditional IVRs use rigid menus. Attendant solutions use conversational AI and dynamic routing to understand customer needs and deliver faster, personalized resolutions across multiple channels.

          Yes. Modern solutions are omnichannel, supporting voice, live chat, messaging apps, mobile apps, and even email triage using the same logic and AI capabilities.

          These services pre-qualify and triage customers, ensuring that live agents only handle tasks that require human intervention—with all the context pre-populated for faster resolution.

          Call containment is the percentage of calls resolved within the attendant system without needing live agent escalation. It’s typically measured via analytics tools and is a key ROI driver.

          Yes. Passive voice biometrics can identify and authenticate callers during natural conversation, increasing security while reducing friction.

          Industries with high interaction volumes or regulatory requirements—such as healthcare, finance, insurance, retail, and government—see the greatest gains.

          Depending on complexity, implementations range from 6–12 weeks for basic voice deployments to 4–6 months for fully integrated omnichannel systems.

          Yes, when configured correctly. They support encryption, access controls, audit logging, and can be deployed in environments compliant with GDPR, HIPAA, PCI DSS, and other standards.

          Key benefits include:

        • Faster call resolution
        • Lower agent workload
        • Higher containment and self-service rates
        • Personalized customer experiences
        • 24/7 service availability