Guest Blog: There’s a brighter future for contact centre agents

The advent of “customer experience is king” is changing the landscape for organisations across industries, presenting new challenges and highlighting pain points many contact centers have been trying to address for years. This includes first contact resolution, being easy to do business with, reducing agent attrition and eliminating mundane and repetitive tasks.

Ultimately, the goal is to allow agents more time to focus on the complex tasks that add value to customers and businesses, while simultaneously increasing revenue. But, it isn’t easy. There are no quick wins, and these challenges will continue to take new shapes.

The Evolving Contact Center

Messaging about artificial intelligence and how it’s going to revolutionise our personal and professional lives is everywhere. Some of us actively embrace it, and a good majority are fearful or anxious about what this technology means and how it could impact our day-to-day working environments.

While most businesses are focused on digital transformation, voice is still prevalent and shows no signs of disappearing. Most embrace self-serve options when possible, but when we have a problem too complex or sensitive to transact digitally, we revert to voice. Clearly, human agents still need to be front and centre in these conversations, and the right contact centre technology will ensure that.

For example, our Consumer Customer Experience Study in 2018 found that consumers are increasingly comfortable with machine-to-people interactions when shopping online, with 83% saying they are satisfied when dealing with automated processes. Most do not want to interact with a person while shopping online unless the service is very complicated, or they’re having difficulties finding what they’re looking for.

At the Future of the Contact Centre event held in London last month, Steve Morrell from Contact Babel demonstrated that AI will augment agents, not replace them. Lynn Gayowski’s article on No Jitter also backs up that viewpoint.

The Evolving Agent

Leveraging artificial intelligence to quickly and accurately perform basic contact centre functions enables agents to focus on providing high quality, specialised services and answering complex queries. They can get more done in less time and cross all dull, repetitive tasks off their to do lists permanently.

In this new world of disrupted or disruptor, contact centre agents will be the life source of businesses. Their value and skills will continue to grow rapidly, along with the technology designed to support them and their prestige in the workplace. Today and tomorrow’s specialised agents dispel the ridiculous myth that agents are “the factory workers of our day.”

To remain competitive, organisations will need to overhaul their contact center processes, systems and business practices to provide an exceptional customer service. Combining artificial intelligence technology with skilled agents who focus on customer experience means organisations will be stronger, more successful and more profitable.

A Streamlined, Omnichannel Contact Center Helps Agents Focus On Productivity And Improves The Customer Experience. Learn How With Our Infographic. >

Source: https://www.teleopti.com/blog/guest-blog-theres-a-brighter-future-for-contact-centre-agents/

2023 Buyers Guide

Get Listed

IVR

 

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.)	Computer Data Services, LLC VIRTUAL PBX Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance. - Never miss another phone call - No more busy signals - Feature rich - Answer your calls from anywhere

3.)	eGain Corporation eGain SmartIVR eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.)

Megacall Virtual Switchboard Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client. Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.)	MightyCall MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to: - Greet callers - Deliver necessary information - Forward calls to the appropriate extension - Take human error out of the system

6.)

Nuxiba Technologies CenterWare Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed. Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.)

OpsTel Services SPEED 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 Performance Monitoring

8.)

PEC Telecom Virtual Phone Numbers (DID) and Business VoIP Phone Service Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed. DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from... (read more)Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed. DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from standard lines at a fraction of the price. In addition, it allows you to purchase DIDs all over the United States. A company in California can purchase access numbers in New York or Texas for the same price as access numbers in its local area. This feature gives the company the opportunity to provide local access numbers to its customers around the United States at a fraction of the cost of traditional phone lines and access numbers. Local phone companies often take weeks or months to install phone lines at a company's location; and in many cases they are unable to install more than a few lines do to physical limitations. The DID Live Virtual Number service only requires a company to have an Internet connection, therefore eliminating the limitations posed by local telephone lines. If the company has a solid Internet Connection, the DID Live service can be up and running within hours.

9.)

Pointel Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice... (read more)Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice self-service application to improve overall customer experience. Why Pointel? Extensive experience in implementing and integrating IVR and CTI/CRM applications Specialized in implementing contact center solutions using Genesys Genesys premier consulting partner Worked with Fortune 500 customers building voice self-service applications and integrating front office and back office applications including data retrieval from Mainframe-based systems Experience in building applications using VXML and custom self-service speech grammars Follows best practices in implementing voice self service applications Experience with self-service products such as Service Ware, Motive and Kanisa Developed products using Genesys GVP to provide voice self-service Reputation of 100% success in all implementations with a 100% reference-able customer base Partner with Nuance and Microsoft for developing speech applications

10.)

Teckinfo Solutions Pvt. Ltd. IVR Edge IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

 

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