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Agent

Published on May 21, 2020 at 1:00 pm in

Agent is the person that handles contact center interactions, such as calls, emails, Facebook or Twitter posts. Agents can be human or automated. Human agents can work at the contact center or remotely. Automated agents are IVR and routing agents that interact with the customer automatically, often times using AI.

Celia Cerdeira

Celia Cerdeira