Case Study: How [24]7 Active Share Transforms the Voice Experience

In the last decade, rapidly advancing technology has dramatically changed the customer service landscape. Digital channels have made huge leaps forward, from user interface/experience enhancements to social media and smart devices that have disrupted the way consumers engage with brands. While digital keeps advancing, the IVR voice channel has changed very little. And although call volumes may be decreasing, voice is still the most popular customer service channel overall. With today’s consumers using their smartphones for just about everything, enterprises have an unprecedented opportunity to give customers a richer, multi-modal experience on their preferred channel by implementing technology like [24]7 Active Share.

With [24]7 Active Share, you can digitally upgrade voice calls by transforming them into a visually rich experience. Call agents are able to deliver personalized, interactive content directly to a customer’s phone, tablet or computer during a voice call, engaging them with relevant information, such as product or plan comparisons, account verifications, terms and conditions, etc. For today’s digitally-minded consumers, this is a game-changer. For companies, this helps increase customer satisfaction, increase call resolution and boost revenue.

Show, don’t tell. Make the smartphone the conversational anchor—not the agent.

Transform Your Contact Center

In most contact centers, agents can use [24]7 Active Share to enhance 25-50% of calls. This takes voice calls to new levels, turns voice agents into customer guides and increases efficiency by enabling smart workflows for a variety of customer needs.

[24]7 Active Share deploys easily on existing voice technology stacks without high incremental investment, making it a smart way to add value to an existing customer service channel without driving up costs.

Real World Success

How do you know [24]7 Active Share really works? The numbers don't lie. Here are real-world success stories that show how [24]7 Active Share helped two leading companies increase customer satisfaction, sales conversions, and resolution rates, adding measurable value to their voice investment.

*Results are compared to calls without [24]7 Active Share.

Mobile Service & Sales

When a major telecommunications company implemented [24]7 Active Share for both support and sales contact centers, it saw a considerable lift in issue resolution and CSAT: Calls with [24]7 Active Share achieved 32 percent higher resolution rate and nearly four times higher NPS score than calls without it.

Customers appreciate that [24]7 Active Share drives higher resolution and CSAT.

Reservations & Revenue

A leading hospitality brand used [24]7 Active Share to give its booking agents rich visual aids when helping customers make reservations. They achieved nearly double the conversion rate with calls using [24]7 Active Share compared to those without, as well as 5 percent higher average revenue per call.

Activate Your Agents

Now is the time to upgrade your voice channel and empower your agents with exciting new tools and capabilities. Click here to learn more about [24]7 Active Share and how it can bring your voice calls into the digital age while boosting revenue, resolution rates, and customer satisfaction.

2023 Buyers Guide

Get Listed

Recording

 

1.)

Premium Listing Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.)

ASC ASC Recording Insights and neo ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings. neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.)

Geomant Microsoft Teams Cloud Recording Service Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.)

Lieber & Associates Recording System Consulting L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.)

MiaRec, Inc. MiaRec Call Recording MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.)

Numonix IXCloud Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.)

Nuxiba Technologies CenterWare Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center. Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements. Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.)

OrecX Oreka TR Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.)	PCS Software PCS GD Call recording solution fully integrate to all main pbx solutions.

10.)

Teckinfo Solutions Pvt. Ltd. InterDialog UCCS InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

 

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