Partner Blogs

In today’s digital age, artificial intelligence (AI) has transitioned from a mere trend to an essential component of customer service solutions. At OP360, we pride ourselves on being at the forefront of AI integration, leveraging a vendor-agnostic approach that prioritizes effectiveness and ease of operation. Our recent exploration of audio control read more

In today’s fast-paced digital era, customers expect prompt responses and have little patience for long call queues. So, a surge in call volume in your contact center can quickly lead to frustrated customers and overwhelmed agents. This is where “call deflection” comes in. What Is Call Deflection? Call deflection is the practice of directing read more

When generative AI was thrust into the tech limelight in late 2023, it was like meeting that hotshot new hire at the office—someone ready to shake things up at the workplace, and whom executive leadership couldn’t get enough of and wanted to integrate across seemingly all facets of the business. The challenge with this new hotshot is that it also read more

When organizations approach Laivly for AI and automation solutions, their main goal, nearly always, is to boost productivity. And that makes sense, right? Productivity makes the world go ‘round. It’s a measure of economic performance, the favorable ratio of goods or services produced to the resources spent producing them, as defined by the U.S. Bureau read more

The contact center of the future isn’t so far away these days. Seemingly overnight, artificial intelligence for CX went from cutting-edge concept to must-have inclusion in every new platform or tech tool. But even as the industry buzzes about AI, plenty of contact centers encounter internal or operational challenges on the way to adopt this next-gen read more

Are you thinking about incorporating AI and automation into your contact center for the first time? If so, you likely have a lot of questions—not only about how the technology can benefit your center’s operations, but also about any risks, particularly to your customers’ privacy. But if you know what to look for in a vendor, as well as the steps you read more

How does your contact center track performance data? Standard industry metrics like average handle time (AHT) and first contact resolution (FCR) are important but don’t always tell the whole story, since agents often use multiple tools, systems, and data repositories that don’t communicate cross-platform. What if there was a way to pull siloed data read more

The call center is one of the initial points of contact between a brand and its customers. As such, it plays a pivotal role in shaping the customer experience (CX) strategy. Internal call centers, operated by a brand’s employees, offer a sense of control over the CX ecosystem. However, in-house operations are resource intensive and require a substantial read more

You’ve just found the ideal technology solution to your contact center’s challenges. It’s the answer you’ve been looking for, the automation tool that will increase productivity and decrease costs—and it’s within budget. The only thing standing between your CX program and this KPI-boosting wonder tech? Security compliance. While an InfoSec team read more

Every single customer service interaction has the potential to make or break brand loyalty. This is no secret. Just one bad customer experience can be enough to send someone in search of an alternative product or service; according to Gartner, simply requiring a customer service interaction increases the likelihood of losing the customer fourfold read more