Rigid menus misrouted queries and overloaded advisors. Now, AI handles routine tasks and routes complex issues to humans with full context.
A telecommunications contact center and strategic partner for mobile solution providers, managing over 1.6 million customer interactions across voice, mobile apps, social media, and messaging channels.
Customers trying to check a bill or verify data usage were forced through a complex, linear IVR system with unintuitive menus. This led to misrouted...
“Emtelco has evolved to put AI at the service of people. We were a traditional contact center, but we chose to transform into an experience hub, embracing AI not just as automation, but as an empowerment tool for our people, and as a catalyst for a cultural, strategic and emotional transformation.”
BPO and customer experience services provider for digital and voice channels.
AI-powered customer experience orchestration platform for contact centers.
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