Automation and AI: Finding the balance in contact centres

One of the most significant challenges contact centres face is the reliance on traditional legacy systems, says James Guthrie, founder of Smartz Solutions.

Smartz Solutions provides omnichannel communication solutions designed to unify back-office operations, communications and employee engagement.

Ticketpro partnered with Smartz Solutions to remove operational inefficiencies and boost customer experiences.

Customer-agent matching employs advanced algorithms, machine learning and sentiment analysis to pair customers with the most suitable agents, says Leon Katzke, chief software officer at Smartz Solutions.

The key to transforming employee experiences in contact centres lies in moving beyond mere task allocation.

Smartz Solutions' Automatic Interaction Distribution tool gives contact centres accurate customer-agent matching with real-time sentiment analysis, reporting and profile building.

Smartz Solutions is aiming to disrupt the contact centre industry.