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Today, almost all contact centers use some type of call automation to lower costs, mostly in the form of an Interactive Voice Response (IVR) system. This has not been terribly effective in automating much, and when it attempts to automate workflows, it often is at the cost of customer satisfaction. Most contact centers are stuck in an old paradigm for automation, but new tools are maturing. Approaches are available now that can dramatically improve your bottom line, while raising your customer loyalty and satisfaction.
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