AI
1 in 4 Calls Gets Transferred. Here's How AI Routing Fixes It.
Traditional IVR routing sends 20-30% of callers to the wrong agent. AI routing cuts transfers by 40-60% by understanding intent, not button presses. Here's how it works.
The Platform28 Blog
Contact center strategy, AI, and workforce performance — for teams that can't afford to get it wrong.
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AI
Why 98% of Government Contact Center Calls Go Unreviewed (And What to Do About It)
The industry standard is 2% QA sampling. That means 98% of citizen interactions go completely unreviewed. Here's how AI changes the math — from 20+ years deploying in state agencies.
AI
AI for Customer Support and IVR: What Actually Works (And What Doesn't)
After 25 years and hundreds of contact center deployments, here's what AI actually delivers for customer support and IVR — and where vendors oversell.
AI
98% of Your Contact Center Interactions Are Invisible
Most contact centers only review 2-5% of interactions. Here's what that blind spot costs you in compliance risk, agent performance, and citizen outcomes — and how AI changes the math.
AI
How AI Is Transforming Contact Centers
Explore how AI transforms four foundational contact center elements: IVR systems, chatbots, call routing, and quality assurance.
AI
AI Contact Centers for Government Agencies
Discover how AI contact center solutions help government agencies reduce wait times, improve citizen services, and meet compliance requirements.
AI
How AI Contact Centers Stay Ahead
Learn how AI transforms contact centers from reactive problem-solvers to proactive service providers that anticipate and prevent customer issues.
AI
Contact Center KPIs for Measuring AI ROI
Discover the key performance indicators that prove AI's true value in contact centers, from cost efficiency to customer experience metrics.
Best Practices
10DLC Compliance: ToS & Privacy Policy Guide
A comprehensive guide to creating 10DLC compliant Terms of Service and Privacy Policies for SMS marketing, including templates and best practices.
AI
How Contact Center AI Boosts CX & Productivity
Explore how AI transforms contact centers by enhancing customer experiences through personalization while boosting agent productivity and satisfaction.
Best Practices
Contact Center Cost Cutting Without Compromise
Discover practical contact center management strategies that reduce operational costs while maintaining—or improving—service quality.