Source: Interactive Powers

At Interactive Powers, we believe that call centers have two main axes of evolution within live communication.


Voice Channel

On the one hand, the Voice is quickly being conquered by the machines, in a few years as the analysts foresee the great majority of tasks of a current Call Center will be treated automatically with natural language. Therefore, the aspect of our services won’t be as human as we know them today, it will be the IVR machines that will take over, replacing the most repetitive tasks and low added value.

Automation will reach 70% of the current tasks of a Call Center according to Gartner.

Main features are:

  • DTMF
  • Speech Recognition
  • Text-to-Speech
  • Natural Language Understanding
  • Artificial Intelligence
  • Open Standards
  • Call Reporting
  • Call Recording

 

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Video Channel

On the other hand, Video allows live agents to exploit new facets of human communication. In order to improve the user experience within a commercial or customer service process, agents must be able to use all the possibilities offered by today’s RTC technology. For future generations, if there are human agents on the other side, they must be able to operate face-to-face. It won’t make any sense in the future just to be able to talk but also to be able to interact at the highest level.

Video improves speed and quality of care thanks to online collaboration tools

Main features are:

  • Voice Call
  • Video Call
  • Live Chat
  • File Sharing
  • Screen Sharing
  • Snapshot
  • Cobrowsing
  • Video Recording

 

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Interactive Powers – Streamline your business communications