Reframing the Narrative: Omnichannel and AI Are Not Stalling — Execution Models Are
Javier Limones, CTOWhite Label Communications The recent CX Today article referencing CCW Europe research suggests that omnichannel progress is slowing and that artificial intelligence has yet to deliver on its promise. While the data behind this conclusion is valid, the interpretation is incomplete. What we are witnessing is not the failure of omnichannel or AI […]
From 15 Minutes to 4: Capturing Customer Interest with Frictionless AI Voice Support
Chris Griffith, CTO White Label Communications Everybody’s been told AI will change everything. At this point, that sentence barely means anything — mostly because AI has been shoved into places it doesn’t belong, and the end result is more friction, not less. Here’s the version I care about: AI should give your team superpowers. It should make small teams feel big. It should turn years […]
Introducing Callback – A Smarter Way to Manage Call Queue Wait Times
We’re excited to announce a powerful new feature now available in our Enhanced Call Center: Callback. With Callback, your customers can offer a flexible, user-friendly experience to their callers. When Callback is enabled, callers can elect to keep their place in the call queue without having to stay on the line. Once the caller’s place […]
New Ring Strategy for Enhanced Call Center
We are pleased to announce that skill-based routing is now available as a ring strategy in our Call Center. Use the skill-based ring strategy to streamline queue configurations, reports, and management of agents. Assign “skills” so that incoming calls will route to agents with the most relevant expertise, language proficiency, or technical know-how to resolve […]
Enhanced Capabilities Added to White Label’s Call Center
We are excited to announce two new additions to our Call Center as part of our 2024 initiative to expand Call Center capabilities. So far this year, we have improved the visual functionality for our listen/whisper/barge feature and added the Ring All ring strategy. We also added text-to-speech functionality that streamlines the process of audio […]