Matt Garland is the Chief Scientist at Pindrop. He has over 20 years of experience in contact center and customer relationship technology, with more than half of that focused on speech and audio analytics. Prior to joining Pindrop, Matt was a VP at speech analytics firm Nexidia (acquired by NICE Systems in 2016).
Contact center call volumes will vary from industry to industry and from month to month, but the general trend is steeply upward. Adding new agents isn’t the only or even the most efficient way that contact center managers can respond to the great COVID crunch of 2021. A properly deployed Interactive Voice Response system can make workloads manageable for agents while keeping customers from long and frustrating minutes on hold. Still, new options for callers may correspond to new opportunities for attackers.
