#contactcenterworld

Sunnyvale, CA, USA, July 17, 2024 - Intermedia Cloud Communications, a global provider in AI-powered cloud communications and collaboration solutions to businesses and the partners that serve them, announced an update to its AI Agent Evaluator™ for Intermedia's omni-channel (voice, chat, SMS, WhatsApp, email) Contact Center solution. By providing supervisors with detailed insights and workflow automation for recorded calls, AI Agent Evaluator is designed to help deliver more efficient, meaningful, and impactful feedback to contact center agents and contribute to a more responsive and effective customer service environment.

Supervisors play a crucial role in maintaining high standards by providing timely and constructive feedback to agents. However, the traditional review process is often time-consuming and prone to oversights, as supervisors randomly sift through numerous recordings or transcripts looking for areas to suggest improvement or reinforce good practices. Intermedia's AI Agent Evaluator changes the game by streamlining and enriching this process, helping to ensure that critical details are not overlooked, and supervisors focus their time and attention where it's needed most, with the goal of always improving the customer's experience.

"Intermedia continues to strive to set a high bar in the contact center industry with its latest AI Agent Evaluator release. This new tool aims to address the perennial challenge of agent performance evaluation by leveraging advancements in AI to provide supervisors with actionable insights," said Jim Lundy, CEO, Founder & Lead Analyst at Aragon Research. "As AI technology advances, tools like the AI Agent Evaluator will increasingly be used for driving efficiency and better experiences in customer service environments."

"AI is revolutionizing the contact center industry by enhancing customer experience, optimizing agent supervision and call handling, automating routine tasks, and providing responsive support and predictive analytics," said Irina Shamkova, Chief Product Officer at Intermedia. "With the latest update to our AI Agent Evaluator, we are empowering supervisors to deliver precise and impactful feedback more rapidly, enhancing agent performance and driving exceptional customer experiences. As AI continues to evolve, it promises to bring unprecedented levels of personalization and efficiency to customer service, setting new standards for the industry. At Intermedia, we are dedicated to leading this transformation and enhancing our solutions to meet the ever-changing needs of our customers and partners."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.wrbl.com

Date Posted: Friday, July 19, 2024