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If You Think The Telephone Is Outdated, Think Again - Answer-4u - ContactCenterWorld.com Blog

If You Think The Telephone Is Outdated, Think Again

In 2017, you couldn’t really be blamed for sometimes thinking that the telephone is no longer a relevant means of communicating with your customers. After all, we are constantly pushed to engage in other means, chatbots, social media, and messaging to name but a few.

The team at Answer-4u are all for adapting their method and implementing new and improved means of communication, but with new research coming out all the time hailing the telephone as not only relevant, but pivotal, we feel justified in sticking to our guns when we say the telephone should be the crux of your business.

Research shows that the question shouldn’t be ‘how useful is having a customer line for my business?’ but rather ‘what really makes a difference to my customer when it comes to our call handling?’


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Here’s some more compelling research that’s come out in the last few months.

Service With A Smile

The old adage of catching more flies with honey seems to be what customer service comes back to time and time again and never more so than when we’re discussing the subject of telephone communication. Latest research by Clutch has not only revealed that actual human interaction is still highly important to most people (21% of people surveyed) but that the next most important thing is friendliness (19 % of people surveyed).

(Source: Clutch 2017)

As we said, the question of having a customer phone line shouldn’t really be the problem any more, but the quality of the person representing your company is the crux and one every business needs to focus on.

Knowing Why People Call Is Key

Clutch also discovered during their survey that one of the most common reasons for calling is for scheduling appointments (54%) whilst the least common reason is getting help in making a purchase (3%). Knowing what to expect from customer calls is the key way of knowing how to handle them. If the majority of the calls that you expect to take is placing orders or making a purchase, there’s no point in taking up too much time training staff to be able to handle the outlying calls.

(Source: Clutch 2017)

The Takeaway

Remember when the Kindle popped up and caused book lovers and stores everywhere to cringe? The obvious thought was that with the shiny bright Kindle, the need for actual books would be deemed obsolete and fall into obscurity. It was much the same with the dawn of the internet that ostensibly would see the death of the physical newspaper. However, as we have seen, the birth of new technology hasn’t been quite the death sentence people expected and the same is true of telephone based customer service. Whilst social media and chatbots have all helped make customer service more far reaching and on the customer’s terms, the telephone is still regarded as one of the most efficient and pleasant ways to engage with each other and the reasons are simple: Human interaction is always wanted and never goes out of style.

Source: http://www.answer-4u.com/news/if-you-think-the-telephone-is-outdated-think-again/

Publish Date: November 21, 2017 5:00 AM


2021 Buyers Guide Artificial Intelligence

Page: 12
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

3.) 
Aktify

Aktify
Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.

4.) 
Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.

5.) 
Consilium Software

Consilium UniChAI™
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
(read more)

6.) 
ContactEngine

ContactEngine
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

7.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

8.) 
eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

9.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

10.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

11.) 
Eudata

Convy.AI
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.

12.) 
ExecVision

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

13.) 
Koopid

KoopidAI
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)

14.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

15.) 
Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.

16.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

17.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

18.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

19.) 
Vads

VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer

20.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions
 
Page: 12



View more from Answer-4u

Recent Blog Posts:
If You Think The Telephone Is Outdated, Think AgainNovember 21, 2017 5:00 AM
Our Call Centre ManifestoNovember 7, 2017 5:00 AM
Choosing The Support That Best Suits Your BusinessOctober 17, 2017 5:00 AM
Speech Analytics and How It Benefits Your BusinessSeptember 12, 2017 5:00 AM
What Makes Our Call Centre Different?August 29, 2017 5:00 AM
The Big Changes We Expect in The Call Centre IndustryAugust 1, 2017 5:00 AM
The Weird & Wonderful: Mobile Phones of The Future.July 25, 2017 5:00 AM
Phone Facts: Dazzle your Friends and Impress your NeighboursMay 9, 2017 5:00 AM
How To Handle Any CallMarch 28, 2017 5:00 AM
Call Answering Services: The MythsFebruary 7, 2017 5:00 AM

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