It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past.
Now, here are four technologies I’ve seen in the past few months that are worth your attention.
This is a customer engagement platform that gives us a fresh look at omnichannel customer service. Where in traditional platforms customer interactions might live in their own individual tickets on various support channels, Kustomer puts the interaction into a timeline regardless of the channel. Information about orders, shipping, etc can also be displayed in the same timeline, making it a snap for agents to have complete context about customers without having to open a bunch of windows.
The ability to see a customer’s screen is an incredibly powerful tool for support agents. Median has developed their CoBrowse tool that integrates with chat platforms like LiveChat, Olark, Intercom, Zendesk Chat, Kustomer, and several others. Not only can you see the customer’s screen but you can see where they are on the screen and highlight key information for them.
Great customer service is often fueled by the ability of support agents to follow processes accurately and consistently. To better facilitate this, BrightReps has developed an app called Sidekick that can be used with Salesforce, Zendesk, or as a Chrome plugin to create workflows for agents to follow while supporting customers. They also have integrations with EasyPower, ShipStation, Shopify, and others to be able to quickly see the order status information that customers frequently contact support about. One of my favorite features of BrightReps is the heat map functionality in each process flow that gives understanding of where agents are spending the most time in each process.
We’ve discussed other self-help tools in the past that put knowledge in the right places for customers to be able to self-solve their issues and AnswerDash has a great approach to this. Knowledge base content can be added to any web page so customers don’t have to hunt for it. With robust searchability, customers quickly locate the information they’re looking for and can indicate whether or not the content solved their problem. Furthermore, AnswerDash integrates with Zendesk, Salesforce, and others which means there’s no need to migrate knowledge from another platform.
That’s four updates and four cool technologies. Check these out for yourself, let me know if you have any questions, and certainly send me a note if you have any other must see tools for me to check out.
Publish Date: July 5, 2018
|1.)||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|
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
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.
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.
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
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.
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.
*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
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...
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...
|10.)||Teckinfo Solutions Pvt. Ltd.|
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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