https://anzzai.com/learn Vendor-neutral guides to how contact centers work: agent assist, AI call coaching, ACD routing, call transfers, dialing modes and compliance. en Wed, 05 Aug 2026 16:38:25 GMT https://anzzai.com/learn/contact-center-compliance-basics https://anzzai.com/learn/contact-center-compliance-basics Wed, 05 Aug 2026 00:00:00 GMT Compliance Contact center compliance is the set of operational controls that keep customer calling within legal and contractual limits: suppression of do-not-call numbers, recorded consent for contact and recording, respecting local calling hours, disclosing that a call is recorded, retaining recordings for a defined period, restricting who can access them, and keeping an audit trail of sensitive actions. https://anzzai.com/learn/outbound-dialing-modes https://anzzai.com/learn/outbound-dialing-modes Wed, 05 Aug 2026 00:00:00 GMT Outbound Outbound dialing modes describe how a system paces calls to agents. In preview dialing the agent sees the record and chooses when to dial. In progressive dialing the system dials the next number automatically as soon as an agent is free, one call per agent. In predictive dialing the system dials several numbers per agent in anticipation of some not answering, which raises agent utilisation but introduces the risk of abandoned calls. https://anzzai.com/learn/blind-vs-attended-transfer https://anzzai.com/learn/blind-vs-attended-transfer Wed, 05 Aug 2026 00:00:00 GMT Voice & ACD A blind transfer (also called a cold or unattended transfer) hands the customer to another destination immediately, and the transferring agent drops out without speaking to the recipient. An attended transfer (also called a warm or consultative transfer) puts the customer on hold while the agent speaks privately to the recipient first, then either completes the handover, returns to the customer, or merges all three parties into a conference. https://anzzai.com/learn/acd-call-routing-strategies https://anzzai.com/learn/acd-call-routing-strategies Wed, 05 Aug 2026 00:00:00 GMT Voice & ACD An ACD (automatic call distributor) routing strategy is the rule a call queue uses to choose which available agent receives the next waiting call. The common strategies are round robin (even distribution), least occupied (fewest calls handled), longest idle (waiting longest), skill-based (only agents meeting a required proficiency), and sticky (back to the agent who last handled that caller). https://anzzai.com/learn/ai-call-coaching-vs-manual-qa https://anzzai.com/learn/ai-call-coaching-vs-manual-qa Wed, 05 Aug 2026 00:00:00 GMT Quality & coaching AI call coaching is the automated evaluation of customer conversations: every call is transcribed, scored against the organisation's own quality criteria, and turned into specific feedback linked to the moment in the recording that produced each score. It differs from manual QA mainly in coverage — manual review samples a few calls per agent per month, while automated scoring covers the entire call population with identical criteria. https://anzzai.com/learn/real-time-agent-assist https://anzzai.com/learn/real-time-agent-assist Wed, 05 Aug 2026 00:00:00 GMT Fundamentals Real-time agent assist is software that listens to a live customer call, recognises what is happening in the conversation, and surfaces short, specific guidance to the agent while the call is still in progress. Typical cues include a suggested response to an objection, an alert that the customer has signalled buying intent, and a reminder that a required compliance disclosure has not yet been made. https://anzzai.com/learn/what-is-an-ai-enabled-contact-center https://anzzai.com/learn/what-is-an-ai-enabled-contact-center Wed, 05 Aug 2026 00:00:00 GMT Fundamentals An AI-enabled contact center is a contact center where AI works alongside human agents rather than in place of them. During a live call it transcribes the conversation, detects intent, objections and risk, and surfaces guidance to the agent in real time. After the call it scores the conversation against quality criteria, analyses sentiment and produces coaching. The agents still talk to customers; the AI prepares, prompts, and documents.