Zoom introduces Virtual Agent 3.0 to automate end-to-end customer resolution

New virtual agent capabilities reduce customer effort, prevent repeat contacts, and give service leaders confidence to scale ...
CMSWire

Zoom Virtual Agent 3.0 Adds End-to-End AI Resolution for Customer Service

Zoom Communications unveiled Zoom Virtual Agent 3.0 on Feb. 24, introducing an execution architecture designed to automate end-to-end customer resolution across enterprise systems. The update builds ...
Business Wire

Silver Star Elevates First Call Resolution by 83 Percent While Surpassing Growth Plans in Record Time, Earning Calix ‘Giant of Customer Service and Support’ Award

SAN JOSE, Calif.--(BUSINESS WIRE)--Calix, Inc. (NYSE: CALX) honored its customer, Silver Star Communications (Silver Star), with a 2023 Calix Innovations Award, recognizing them as a “Giant of ...
No Jitter

Improving first contact resolution is not straightforward

Businesses can reduce costs and improve CX by improving FCR rates. However, the report notes that a high FCR rate may mask underlying problems. “If the business had been handling live calls that were ...