Cirrus upgrades contact centre platform

Cirrus has announced an upgrade to its contact centre platform that aims to improve customer service.

The upgrade integrates CRM, workforce optimisation and enhanced omnichannel features including outbound dialler, drag-and-drop IVR and workflow builder and agent scripting.

These elements are now available natively in the single platform which will make it easier to deploy Cirrus Copilot, the company’s generative AI solution.

Jason Roos, CEO, Cirrus, explained, “We have been thinking very hard about where generative AI would have the most profound impact on contact centre operations. And so, in addition to the platform upgrade, we have developed Cirrus Copilot, our ChatGPT AI assistant.

“Cirrus Copilot lends its support to human agents, automating tasks, offering guidance, and delivering insights that lead to stellar customer interactions. Cirrus Copilot optimisation frees agents to focus on more rewarding engagements.”

The new Cirrus platform aims to enable businesses of all sizes to make every interaction count by creating more personalised experiences.

Real-time agent assistance will create a transcription in real-time for every call. Agents can then use this to improve how each customer is communicated with.

Cirrus added it will continue its ongoing collaboration with partners and third-party API integrations.

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