AI in the Contact Center: From Cost Center to Efficiency Engine
Contact Centers Were Never Meant to Be This Complicated. For years, contact centers have been treated as a necessary operational burden: expensive to maintain, difficult…
AI and legacy banking systems don’t mix – here’s how to fix it
By John Cognata
A strategic guide for (German) banks modernizing customer support under DORA, GDPR, MaRisk, and BAIT without sacrificing regulatory control – prepared by SOFTEL’s European team…
A Dive into the Water Footprint of AI.
TL : DR AI is thirsty—and not just for data. Behind every chatbot conversation and model training lies a hidden environmental cost: water. From cooling…
Enhancing Customer Engagement and Operational Efficiency for a national bank
Client Overview: A leading financial institution known for its innovative banking solutions and customer-centric approach. [Client] sought to enhance its customer engagement and operational efficiency by…
Advancing Contact Centers in the Public domain with PSA
A public-facing government entity, faced significant communication challenges due to siloed and disparate voice channels across the organization. The poor customer experience was exacerbated by…
How a Government Entity saved $7M with Journey Automation.
When Skype for Business reached its end-of-life in July 2021, organizations relying on its Microsoft Phone System had no choice but to migrate to Microsoft…
