What is a Caller?
In contact center terms, a caller is someone who makes an inbound call to a contact center. A contact center's goal is to match a caller to the method that best serves their needs. Sometimes that means self-service and other times that means sending them to an agent. They may get the help they need through an interactive voice response (IVR) system, in which case it's a self-service transaction, or they may want to speak with human agent. A caller can contact a call center for a number of reasons, including to place an order, check on delivery status, or receive help regarding a defective product.
With agent-assisted calls, most call centers will try to pair a caller with the right agent based on caller and agent characteristics. This can help boost customer satisfaction and improve the customer experience.
How NICE inContact can help
NICE inContact is the market leader in providing customers the cloud contact center software they need to deliver consistently exceptional customer experiences to all of your callers. Benefits include:
- Modern ACD providing digital first omnichannel routing and increased business agility
- Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
- Automation and artificial intelligence (AI) capabilities to enhance the customer experience and automate routine agent tasks
- Omnichannel customer journey management
CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.