Virtual vs. Live Agents: Working Through the Math→

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As customers demand more sophisticated self-service options, contact center providers are finding value in virtual agents

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Richard Dumas

I have led marketing and product management initiatives for leading technology, media and software companies including Nuance Communications, Sun Micro, Apple Computer and DNN Corp. I received an M.B.A. from M.I.T.’s Sloan School of Management and a B.A. in Cognitive Science from Wesleyan University. I am currently the Director of Product and Solution Marketing at Five9, the leading provider of cloud contact center software .