The voice channel has joined the digital revolution in fundamentally reshaping how businesses interact with their customers. No longer confined to a simple and disconnected communication channel, voice interactions are now automatically recorded, transcribed, and integrated into the digital ecosystem. This enables enterprises to take advantage of some of the latest AI advancements, including AI-powered contact summarization, which reduces agents’ workloads while improving efficiency, accuracy, and customer satisfaction. Read this ebook by OMDIA to learn how contact centers are transforming efficiency, accuracy, and insights with AI.
