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Video Blog ▶ What Is the #1 CX Transformation Priority for Today’s Contact Centers?

Session Border Controllers (SBCs) | Management Solutions | Unified Communications | Voice.AI | Contact Centers

1 minute read

Video Blog ▶ What Is the #1 CX Transformation Priority for Today’s Contact Centers?

Voice is without doubt the most natural and effective form of human communication. Even today, where customers have so many ways to get in touch with a business, such as chatbots or email, they overwhelmingly prefer to speak to a real person on the other end of the line.

And the statistics back this up. In fact, in their May 2021 CX Technology Trends report, research firm Metrigy found that a whopping 85 percent of customers opt to use voice for communicating with contact centers, regardless of whether they’re talking to live agents or voicebots.

It’s All About Infrastructure

Because of these strong customer preferences, and also because many customers are only converted to a sale after a final clarification call, it’s fair to say that voice is probably the most important component of any contact center.

A successful contact center therefore requires a voice infrastructure that delivers crystal-clear calling capabilities at all times, without interruption or interference – and not just for agent calls. AI-driven contact center applications like voice biometrics, sentiment analysis, IVR and other voice technologies also require high call quality and clarity to perform effectively.

We’ve Got You Covered

This is exactly where AudioCodes comes in.

AudioCodes is the voice company for global enterprise contact centers and unified communications. We provide all the necessary services to manage a robust network and voice infrastructure for any contact center, be it on-premises, hybrid or in the cloud.

Our high quality, agnostic solutions for enterprise contact center transformation can interoperate between any third-party solution and telephony provider, giving your business the flexibility to choose best-of-breed vendors at a price that’s right for your budget.

The AudioCodes suite of solutions for contact centers are solidly based on almost three decades of field-proven voice networking experience, so you know right from the start that your voice infrastructure is in great hands. The suite includes telephony and voice connectivity, work-from-anywhere for agents, VoIP click-to-call and conversational AI. And it’s available as a managed service, too.

But Don’t Just Take Our Word for It!

In this exclusive video interview, Metrigy CEO and Principal Analyst Robin Gareiss explains exactly why the most important CX transformation priority for enterprises is to strengthen their voice infrastructure.


If you liked what you heard, download our popular contact center innovation application note.


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