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Real Time Adherence – what’s not to love? - Calabrio - ContactCenterWorld.com Blog

Real Time Adherence – what’s not to love?

Nick Smith at Teleopti gives 3 compelling reasons why RTA is here to stay

Scheduling disruptions are an everyday occurrence for frontline operations and a major headache for contact center leaders everywhere.  Employees call in sick or run late to their shift, the latest promotional marketing campaign is so successful that product demand and call volumes are going through the roof or it’s just after Christmas when business is flat and too many agents are hanging around doing nothing.  There was a time when managers were forced to process exceptions manually just to keep staffing levels where they needed to be but all that changed with the arrival of automated Real Time Adherence (RTA).

What an invention! RTA practically transformed contact center operations overnight.  Real-time information from third-party feeds, such as an ACD, is used to update agent schedules automatically when adherence issues occur.  Gains in efficiency and time are matched by employee compliance and customer support – allowing team leaders to see the bigger picture and focus their resources on more strategic tasks.

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The latest WFM solutions with embedded RTA capabilities perform a variety of tasks effortlessly, including:

  • issue email or SMS notifications to people with the right skills to ascertain if they can work at short notice and plug any gaps
  • monitor agent adherence to schedules and compare them with the live ACD status - wherever you are, using a variety of desktop, tablet or mobile devices
  • flag up when schedules are in danger of being breached with automated alarms
  • offer a real-time data feed, updated in seconds, to enable fast decision-making and action.

What is more, RTA offers a three-pronged approach to maximizing the performance of the contact center, making it a popular choice for ambitious contact center leaders.

Here are 3 reasons why RTA is here to stay:
1. Stay in control

Performance and compliance issues are no longer able to slip through the cracks because managers are immediately alerted to them as they happen and are given valuable insight into how agents work on a day-to-day basis. This puts managers in complete control, giving them the power to make changes that have an immediate impact on call center performance. The faster these reactions occur, the easier it is to achieve and maintain targeted service levels.

2. Handle the unexpected

Automated tools such as RTA give organizations all they need to be prepared for, and handle, the unexpected.  High visibility of dynamic data makes tracking agent adherence and adjusting schedules to maintain service levels at all times, effortless. Graphics mean it is easy to spot developing trends as they happen allowing for fast re-forecasting or last-minute optimization.

3. All round business benefits

Research shows that companies who have implemented Real-Time Automation (or Intraday Automation as it’s known in the US) enjoy a 55% year-on-year improvement in staff utilization rates compared to those who haven’t.  The technology identifies periods in the day when staff can be safely withdrawn from the front line to receive training or coaching without risking service levels. Better skills mean happier staff, as well as better resolution rates and sales conversations. As a result, customer satisfaction rates often improve by 37% with the same companies reporting a 3-fold increase in revenues.

Finally, don’t just take our word for it!

There are many success stories around that cite the benefits of RTA.  What is more, the most recent innovations encourage smarter ways of working.  For example, when the contact center’s work (calls, emails, webchats etc.) varies from the forecast and staff attendance is not what is expected on the day, people can be moved around to where they are needed most – be it training or strategic offline work. This is indeed a major breakthrough when you factor in the intricacies involved - different agent skills, preferences, contracts, schedules and breaks.

When all is said and done, effective management is all about staying in control of the day and being ready to handle the unexpected.  RTA can do this and so much more.
What’s not to love about it?

Source: https://blog.teleopti.com/2017/07/07/real-time-adherence-whats-not-to-love/

Publish Date: July 7, 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 Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019 5:00 AM
Real-Time Adherence – the art of smarter schedulingMay 8, 2019 5:00 AM
Evolving employee engagement with Workforce Management (WFM)April 30, 2019 5:00 AM
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019 5:00 AM
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019 5:00 AM
How patient are your customers? Erlang A may have the answerMarch 25, 2019 5:00 AM
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019 5:00 AM
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019 5:00 AM
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019 5:00 AM

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