Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Why Businesses Prefer CRM Powered Customer Service When it comes to Outsourcing - Globalteleforce - ContactCenterWorld.com Blog

Why Businesses Prefer CRM Powered Customer Service When it comes to Outsourcing

The premise of technology has changed the very landscape of commerce. When it comes to the traditional business to customer relationship, the model remains the same in principle but further enhanced by platforms such as Customer Relationship Management (CRM) systems that stores important customer details and the most important customer to business interactions.

CRM defines the relationship and further enhances customer experience with its knowledge capacity to notify and launch several instances of two-way interactions with the customers. These interactions could be about requests for general information, sales support, customer help desk, customer complaints and technical questions.

With CRM, it manages customer expectations basing on date and the need to follow up or address the past queries. This meaningful capacity to remember customer interaction envelopes a deeper level of commitment by the business to track all the events in which customer have interacted with the business.

When it comes to customer service, CRM helps enhance its overall capabilities basing on the following factors:

 

  1. Keep Pace with Customers

Today’s customer discovery for brands or services are no longer limited to print, word of mouth and traditional media. Online channels such as search engines, social, network referrals and digital advertising all allow to jumpstart the initial customer journey.  With a CRM, we can segment and run numbers on each discovery point in order to gauge marketing performance and layer such data with promotions.

 

  1. Improve Customer Experience

The concept of CRM was created in order to serve customers by having a platform to manage, store and embed customer data basing on recorded interactions and customer complaints. With a CRM, customer experience is given a platform to fine tune the process by allowing each interaction to be given statistical value and be subject for information backed decision making that will reshape the customer experience map.

 

  1. Timely Follow ups

CRM allows for important customer interaction dates to be set. For each follow up or courtesy call, customer matters needing immediate attention or key dates of customer subscription maturity, CRM creates notification in order to inform us of the key dates needed to be addressed. With a growing customer base, human memory and its manual process like notes and service boards will not scale up. With CRM, it helps bridge the gap that allows action through timely notifications.

 

  1. Meaningful Interactions

Often, the little things matter in a relationship as thoughtfulness becomes the measure for commitment, customer relationships become more meaningful with the CRM’s capability to take note and remember important customer engagement scenarios ranging from date of signup, service history and attributes. By recalling and having the ability to seamlessly bridge and build upon each customer engagement scenarios, the customer relationship enters a deeper significance and thus, having a more meaningful basis.

 

  1. Deliver on Customer Expectations

Defining customer expectations has its nuances where companies often enforce their sales agenda over customer expectations based on actual or factual wants. In defining real customer needs or wants, the customer journey is given an audit in order to come up with a conscious brand decision to cater to customer wants. With CRM, it tracks scenarios such as product feedback and product ratings in order for us to have both statistical and data evidence of the accumulated customer wants.

 

  1. Being a Responsive and Attentive Brand

Recording each customer interaction and its drawn variables alluding to service needed and actions provided is a historical basis in defining a personalized interaction with each customer. With a CRM in tow, your team is armed with notification functionality and customer data handling that speeds up response time when it comes to providing customer service or customer support. CRM cuts down time on customer data digging being passed on from the record keeper to the agent as it gives first-hand access to the customer service department.

When planning for an outsourced customer service  model with a contact centre provider, CRM greatly enhances your customer service ability as you intake a proven methodology and  the technology that scales with today’s modern customers. To know more about our customer service outsourcing, call us today AU 1300 77 88 62 or email us enquiry@globalteleforce.com.

Source: http://globalteleforce.com/blog/why-businesses-prefer-crm-powered-customer-service-when-it-comes-to-outsourcing

Publish Date: January 9, 2018


2023 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.) 
Aculab

Answering Machine Detection
Answering Machine Detection (AMD) enables you to determine the receiving side of an outgoing call and tailor your call flow accordingly. With AMD you can determine if a human, answering machine or fax machine has picked up an outbound voice API call.

3.) 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.

4.) 
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.

5.) 
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.

6.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

7.) 
Cognigy

Cognigy.AI
Cognigy.AI is a Conversational AI Automation platform that enables enterprises to easily create and operate AI-powered virtual agents to automatically handle calls and chats from customers and employees.

8.) 
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)

9.) 
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.

10.) 
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)

11.) 
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.

12.) 
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.

13.) 
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.

14.) 
enthu.ai

Conversational AI
We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.

15.) 
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.

16.) 
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.

17.) 
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)

18.) 
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.

19.) 
Master of Code

Conversational AI Solution
Conversational AI Solution offers the next wave of customer and employee experiences through business preferable digital channels: website and mobile chat, mobile app, SMS, Facebook Messenger, WhatsApp, Google RCS, Apple Business Chat, Amazon Alexa, Slack, Microsoft Teams. Our Conversational AI Solution enables brands to easily help customers to do self-service to increase their containment rates and save time and money.

How we create conversational experiences:

Virtual Assistants/Bots: Chat or Voice.
Customer self-service helps to save you money, time and boosts your containment rate.

Conversation Design.
A user-centric conversation design methodology that converts and retains yo...
(read more)

20.) 
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.
 
Page: 12



View more from Globalteleforce

Recent Blog Posts:
How Knowledge Base Technical Support Matures and Moves with the Tech EconomyJanuary 11, 2018
Why Businesses Prefer CRM Powered Customer Service When it comes to OutsourcingJanuary 9, 2018
Inbound Sales How Analytics and Business Intelligence is Changing the GameJanuary 5, 2018
Outbound Sales: How Analytics and Business Intelligence are Changing the GameJanuary 3, 2018
Holidays 2017: Dishing Out Awesome Customer SupportDecember 21, 2017
Holiday: How to Ramp Up Your Customer ServiceDecember 11, 2017
How Digital Content Can Help Boost Your Customer Support PlatformNovember 23, 2017
Key Resolutions for better Customer Experience in 2018November 22, 2017
Contact Centres Pushing Philippines IT-BPM in Global OutsourcingNovember 13, 2017
Halloween 2017: How Your Customer Service is SCARING Away Your CustomersOctober 30, 2017

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...
 685 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =