Innovative combination of technologies and services driven by AI will evolve the call center, reduce costs and improve overall customer experience
Lifesize, a global innovator of immersive enterprise communication solutions, announced a strategic partnership with Omilia, a global provider of conversational artificial intelligence solutions. The new partnership and integration will increase automation opportunities for organizations using the Lifesize CxEngage cloud contact center platform, resulting in improved omnichannel customer experiences while unlocking significant cost savings for contact center leaders.
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“In Omilia, we’re pleased to have a true partner with the innovative technology to ensure those first interactions are positive building blocks towards the overall customer experience and a more defensible bottom line.”
According to ContactBabel1, 64.7 percent of inbound contact center interactions are still conducted via telephone with a live agent, while only 10.1 percent have been successfully shifted to self-service over the phone. Most large enterprise contact centers receive between 50 million and 100 million calls per year. Since the onset of the global pandemic, organizations have experienced a rise in inbound call volumes and have struggled to respond to the increase in customer service demand.
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“At Lifesize, we recognize that quality customer service often begins and ends with the contact center, and is heavily informed by the first customer interaction with a brand,” said Andy Bird, director of product management for contact center solutions at Lifesize. “In Omilia, we’re pleased to have a true partner with the innovative technology to ensure those first interactions are positive building blocks towards the overall customer experience and a more defensible bottom line.”
“Our partnership with Lifesize speaks to our commitment to make advanced conversational AI technology more accessible,” said Dimitris Vassos, CEO of Omilia. “Companies using the Lifesize CxEngage cloud platform can now provide a customer service experience that makes it easy to engage with a virtual agent while significantly reducing costs. A combination of our unique natural language understanding capabilities, state-of-the-art speech recognition engine and omnichannel dialogue management platform is advancing our industry, and we are proud to bring the value of our solutions to Lifesize customers.”
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