The growing importance of artificial intelligence and automation in the move to cloud communications can be a daunting concept to face for contact center leaders. When it comes to AI chatbots and voicebots, it’s critical to understand the history of virtual...
We’ve been managing the effects of COVID-19 in the workplace now for quite some time. In the contact center space specifically, one in five centers saw call volume spike more than 50% compared to the previous year. With agents working hybrid or remotely now, the...
Wilmac’s recent membership with the Greater Rochester Chamber of Commerce has elicited exciting opportunities to support the Rochester community as the holiday season approaches. This year, Wilmac will be participating in the Chamber IMPACT: SBC Cares 2021...
The past year has brought forth a surge in digital interactions. With customer activity and expectations changing rapidly and becoming less predictable, many organizations have turned to artificial intelligence (AI) to help manage swings in customer demand, crunch...
Do you need to extract and convert your proprietary audio files? Are you unable to easily access data from your voice recording system or access it with standard software? If you have these questions and are looking for a scalable and reliable solution, Wilmac’s...
