Cirrus has joined a growing list of contact centre solutions providers to incorporate Microsoft’s Copilot into its offering.
The ‘Cirrus Copilot’ provides contact centres in the UK with a ChatGPT AI assistant to increase efficiency and enhance customer experience.
As well as introducing Copilot, Cirrus has also upgraded its contact centre platform to integrate a range of technologies, including CRM, workforce optimisation, outbound dialler, drag-and-drop IVR, workflow builder, and agent scripting.
Jason Roos, CEO of Cirrus, commented on the launch: “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.”
Describing itself as a “leading contact centre solutions provider”, Cirrus believes the latest iteration of its contact centre will be both “revolutionary” and “transform” customer service.
By bringing together generative AI capabilities in the form of Copilot with its latest technologies, it can offer contact centres all of the critical tools they need in a single platform.
The Cirrus platform will now allow businesses of all sizes to add value to every interaction by providing more personalised experiences.
With real-time agent assistance, users can generate a transcript in real-time for all calls. Subsequently, agents can use these transcripts to improve future interactions with customers.
Cirrus says it remains committed to continued collaboration with its partners, and third-party API integrations will still be available, following the release of its new platform.
The company also reaffirmed its commitment to “strive for excellence in customer service, setting new standards for the industry.”