📰Contact Center Technology Weekly Digest — Issue #73
In this issue: Best IVR Testing Tools, How to Port a VoIP Number, Amazon Connect Outbound Campaigns, and more.
📌Featured Content
Conversational AI Drives Enhanced Customer Service in Contact Centers — www.druidai.com
Conversational AI provides contact centers with enhanced Customer Service without compromising the human-like quality of customer interactions.
🎆News & Releases
Zoom Announces New Features at Its Zoomtopia 2022 Event — CNET — www.cnet.com
It’s known for video calls, but now it’s offering new new collaboration and business tools.
Observe.AI Partners with Zoom to Fuel Contact Center Users with Conversation Intelligence — www.observe.ai
Observe.AI integrates with Zoom Contact Center to accelerate contact center agent performance and productivity
📰Other Insights
Best IVR Testing Tools: CYARA and HAMMER Test Tutorial — www.softwaretestinghelp.com
This tutorial will explain you all about the various IVR testing tools. IVR automation is very cost effective as it gives a clear and concise output to the customer. Learn more about CYARA and HAMMER Test automation tool used for IVR system testing.
AI and ‘Convenience Win Business,’ AWS Report Finds — getvoip.com
The report found that 75 percent of customers say they would switch to a competitor if they knew: it was more convenient to do business with them. Furthermore, it found that it gives enterprises a competitive advantage.
How to Port a VoIP Number? Complete Guide to Number Porting — getvoip.com
Read on to learn more about how to port your VoIP number, what are the requirements, restrictions, and how long it takes to port a number.
🛠️Technical
Three Design Challenges When Launching A Phone-Based Voicebot | by Cobus Greyling | Nov, 2022 | Medium — cobusgreyling.medium.com
Despite the difficulties I lay out in this article, a voicebot is a very important investment that companies should be trying to figure out. User input for voicebots are more verbose compared to…
📻Podcast & Video
AWS Podcast — #554: [Amazon Connect #3] Amazon Connect Outbound Campaigns integrated with USAN’s Contact Suite solution — podcasts.google.com
In this podcast, learn how Amazon Connect delivery Partner USAN used Amazon Connect Outbound Campaigns to enhance their solution, Contact Suite, to bring a full enterprise automated outbound set of capabilities to market. Hear how a global automotive manufacturer maintains over 90% agent occupancy rates using USAN and Amazon Connect. Visit the Amazon Connect Partner Page — https://go.aws/3Ua32BQ
📆Upcoming Events
Europe’s Leading Call & Contact Centre Expo — www.callandcontactcentreexpo.co.uk
Call & Contact Centre Expo, 22–23 November 2022 at ExCeL London, is Europe’s leading call and contact centre event showcasing the latest developments within the customer engagement world. Discover the latest technology through educational seminars, panel debates and live demos from industry experts
💼Job Openings
Genesys Cloud Engineer
Infosys Stockholm, Stockholm County, Sweden On-site
Good job for making it this far, until next time — stay safe!
If you enjoyed this newsletter, please send me feedback and share with others!
#contactcenter #ccaas #cx
