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Highly flexible and cloud-agnostic, the platform can scale up to support 200,000 customer service agents simultaneously.  What’s more, InterACTs microservices-based cloud architecture aids in server optimization and allows any deployment model, including cloud-based, on-premises, and hybrid configuration. The flexibility allows for gradual shifts to the cloud and CXone. A fully managed customer experience platform, NICE’s CXone connects customer journeys across channels and offers insights...

PHOTO: Shutterstock AI and machine learning are coming of age, and 2021 is set to become the year that AI dominates the customer service call center, by providing real-time feedback, predictive analytics, and in-depth analysis. AI is enhancing the customer experience while improving the lives of call center employees. This article will look at the ways that AI is changing the game when it comes to call center dynamics. Interactive Voice Response (IVR) in the Call Center Most of us are familiar...