What is IVA? Intelligent Virtual Agents (IVA) uses artificial intelligence to emulate human interaction for those who call into your contact center. IVA automatically analyzes which conversations should be handled by live agents or it takes care of redundant, rudimentary […]
What is Webex Meetings? Webex Meetings provided by FirstDigital simplifies video conferencing to be as simple as meeting in person. Hosting a meeting is easy and joining is easier. Simply click on your link to join. It works with your […]
Integrating Contact Center and Unified Communications Before we get started on the who, why, how, and when of Contact Center and Unified Communications integration, let’s review a few necessary terms. A Unified Contact Center is a centrally managed contact center […]
Why Mid-Size Contact Centers Need the Cloud Mid-sized contact centers often are left forgotten by their smaller and larger competitors. Possessing anywhere from 21 to 200 contact center agents proposes specific challenges that need to be treated with a specialized […]
How a Cloud Contact Center Helps Achieve Your Goals Your business has a laundry list of goals and metrics to meet. Optimizing your workforce, maximizing employee performance, and building better customer engagement are probably a few that sound all too […]