According to an official release, Ozonetel, an omnichannel and AI-powered customer experience (CX) platform provider, conducted a comprehensive study. It is expected that the The State of Contact Center Report, mentions insights into customer experience and contact center performance across industry verticals.
The study is expected to include a sample of 10 million calls made on Ozonetel’s CCaaS (Contact Center as a Service) platform. It included industries such as e-commerce, healthcare, education, insurance, fintech, NBFC, banking, real estate, and logistics, among others.
“The 2023 Contact Center Report reveals advancements in customer experience and reflects the evolving role of contact centers across the customer journey. AI can free up agents for high-value conversations at strategic points in the customer journey, while also equipping them with the right knowledge to deepen customer relationships and drive business growth,” Prashanth Kancherla, Chief Product Officer, Ozonetel, explained.
Sources revealed that AI-enabled conversational Intelligence for agents reduced talk time. The ‘Average Talk Time’ indicates the time an agent spends talking to a caller. In 2023, this metric is expected to be reduced to 2.64 minutes compared to 3.7 minutes in 2022, an improvement since 2019 (4.3 minutes).
