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FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019 - FCR - Blog

FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019

The text of this article originally appeared on the FCR blog on December 5, 2018. Click here to read the original.

Hint: Focus on Agent Performance

If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. I’ve heard this spoken of chatbots, in particular, this year. Statements like, “Chatbots will automate X% of your customer interactions” and “Your competition is working on a chatbot as we speak” have been uttered in my presence.

While automation continues to grab headlines in a variety of industries, there’s plenty of innovation happening in this space in other key areas that can improve your customer and agent experience – and in some cases, you’ll see gains in both quality AND efficiency – a rare win-win. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already.

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Integrate Slack with support tools

Slack has revolutionized contact center communication. Still, I was stopped dead in my tracks earlier this year when a client asked, “Is there anything out there that’s better than Slack?” Wait, what? I thought Slack had completely disrupted their space. How could there be anything better?

That sent me on a quest to understand how our support teams use Slack (Read Part One and Part Two of my findings here). That exercise led me to a variety of Slack applications, of which there are many. Let me give you a couple of examples of where support teams are gaining some efficiency in Slack.

  1. Tighter integration with ticketing system – A common workflow on support teams when agents have questions is to enter their question and the ticket ID they’re working on in Slack – hopefully to a channel with multiple people who can help versus a direct message to one person. As you can imagine, this is a lot of copying and pasting and navigating between the ticketing system (like Zendesk or Salesforce) and Slack. That’s when we discovered an integration called BubbleIQ where agents, by simply tagging a ticket, can have that ticket posted to the appropriate Slack channel. Whoever reviews that post can add a note to the ticket from Slack without ever opening the ticketing system.
  2. Tighter integration with knowledge base – Another common use case with Slack is where agents ask questions. Many of our support teams have elaborate systems of editing the post with the question to also include the answer so folks can later leverage the searchability of Slack to find answers to questions that have already been asked. In a way, Slack becomes an internal knowledge base. To take it a step further, Guru has a great integration where agents can query the customer-facing knowledge base and even add new content directly from Slack. This article by Yael McCue, Senior Customer Success Manager at Guru talks about how they’ve gone all in on Knowledge Centered Support (KCS), a process for involving your entire support team in the creation of the knowledge base. It’s a perfect complement to this integration.

Those are a couple examples among many possibilities when it comes to integrating Slack with your other support tools. The likes of Zapier and Workato can take this even further.

Supercharge self-help

I already touched on self-help and knowledge base a bit but have more to say on this topic. Gone are the days of the stale FAQ or knowledge base on your website. Sure, if you don’t have a knowledge base, that’s a great place to start – and if you already have a ticketing system, chances are there’s a knowledge base included that you can use.

When it comes to artificial intelligence (AI), self-help is where the biggest difference is being made. While this begins to dip a toe into the chatbot waters, small to medium organizations likely don’t have the volume needed to fully automate customer interactions. There’s still plenty of opportunity for AI to help understand what customers need and connect them with faster, better solutions. Here are a few ideas to take that stagnant knowledge base off the back shelf and place it in the spotlight:

  1. Make sure knowledge is updated and relevant. As mentioned before, a process like KCS can make a difference on your support team. Without going into detail, KCS ensures that everyone on the support team, during every customer interaction, evaluates whether or not a knowledge article needs to be added or updated, keeping the content up to date.
  2. Track what customers are asking. In any searchable knowledge base, the system you’re using should be tracking what customers most frequently search for. Analyze that data closely and make sure you have answers to the questions they’re asking. Any time the customer can’t find what they’re looking for, they’re either calling customer support or walking away.
  3. Put content where customers are looking for it. Don’t expect your customers to go find your content. Present it to them in places that make sense. For example, Zendesk’s Answer Bot sends an automatic response to customers after they email support suggesting articles and allowing customers to close their ticket if it answered their question. Solvvy analyzes the questions customers enter into a support or chat form and presents answers before the customer proceeds with a support ticket or chat. AnswerDash is a widget that lives on every page of your website making it incredibly convenient to search the knowledge base. All of these tools use Natural Language Processing and Machine Learning to understand what the customer asked and they serve up the most relevant information. Furthermore, they track how often the presented solutions accurately address a customer’s issue.

Harness the power of microlearning

I teamed up with my colleague and contact center training expert, Sheri Kendall-duPont earlier this year to share 8 Essential Features for Your Contact Center Learning Management System (LMS). The feature that stands out above the rest for me is, “Provide microlearning opportunities for busy contact center professionals.

We’re busy in contact centers and I’m guessing that the possibility of shutting off the phones for an hour or two for meetings and training is slim to none in your center. How often do we put off training simply because there’s no time?

There’s a better way and it has to do with making the most of those slow times between customer interactions where agents need something to do. With a robust LMS, it’s easy to design lessons that take a few minutes and can be completed in between customer interactions on an individual basis. Lessonly and Hickory are a couple platforms that do a great job at this and have the tracking to ensure that everyone completes the training.

Recognize the speech patterns that lead to success

This article from Harvard Business Review on words and phrases to use and others to avoid during customer interactions was particularly insightful this year. The authors found that using “I” instead of “We” language, speaking in specifics, and taking charge of the situation leads to more successful customer interactions. This isn’t particularly shocking but sometimes difficult to quantify.

This is the power of speech and text analytics. Our customer interactions continue to be a huge learning opportunity where we can understand both the challenges and successes in the customer experience. I’ve been particularly intrigued by a company called RapportBoost that uses AI to analyze chat conversations and understand the speech patterns that lead to more sales and/or higher customer satisfaction. Those insights are then used to train the entire team to better engage customers.

Keep an eye on the customer engagement market

2018 has been a fascinating year for popular customer engagement solutions. Just to name a few, Salesforce announced an end of life for, Zendesk did a number of things like bolster their reporting with Guide and acquire their own CRM platform, Amazon now offers their Amazon Connect phone platform and doesn’t charge user license fees, and systems like Kustomer are rising up with the promise of getting us closer to a true omnichannel customer support experience.

I don’t have a recommendation on this front yet other than to say that this competition stands to benefit the customers using those products. This means that whether you stay put or adopt a new customer engagement platform in 2019, you’re sure to see more and more AI, better integration, deeper insights, and richer features.

To conclude, it’s been a good year of product demos and I expect the same in 2019. There are plenty of opportunities to beef up contact center technology whether it’s in communication, training, self-help, analytics, customer engagement, and more. As you do so, I urge you to focus especially on your agents and ways to empower and equip them to more efficiently serve customers without sacrificing quality.


Publish Date: January 11, 2019 5:00 AM

2021 Buyers Guide Analytics

Page: 12

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
(read more)


CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

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.


Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time


CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)

Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)


CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf

PLUS ! Automated extracts
for integration to third party applications.


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)


Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

ethosIQ, LLC

ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.


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.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

OpsTel Services

With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.


*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)


SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.


Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
Page: 12

View more from FCR

Recent Blog Posts:
When Friendly Customer Service is SecondaryFebruary 20, 2019 5:00 AM
Customer Service Edge Cases. To Empower or Not to Empower?January 18, 2019 5:00 AM
FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019January 11, 2019 5:00 AM
How Chat Analytics Differs from Voice AnalyticsJanuary 3, 2019 5:00 AM
Sad and Happy GoodbyesDecember 21, 2018 5:00 AM
Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)December 14, 2018 5:00 AM
A Miscellaneous Lot of Thoughts on Quality ScoringDecember 10, 2018 5:00 AM
7 Essentials for a Customer Service Voice and Style GuideNovember 29, 2018 5:00 AM
The Customer Service Advice We’re Thankful ForNovember 21, 2018 5:00 AM
Customer Experience Insights From the InnovatorsNovember 15, 2018 5:00 AM

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