To optimize their operations, contact centers typically aim to achieve predictable performance, relying on complex forecasting systems to assess peak loads and plan accordingly. But -- and this is a very important but -- what happens when the best-made plans lay in tatters? For example, if storm season hits unexpectedly early, as is forecast for this year, or your business changes in a way that triggers peak loading outside the plan, will your organization, and contact center, be able to cope?
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Step 1: Load Testing
A good example is the impact a powerful storm can have on a utility company. With advance warning of a storm's arrival, the organization will know to expect a surge in calls. But how many? And when?
Load testing provides the ability to determine if the contact center will be ready to handle the onslaught. But the contact center needs to test the scenario in advance... well in advance. Even if an organization has experienced large surges in call traffic previously, unforeseen issues might pop up when least expected. Has the contact center implemented any technology changes since the last peak? Have any contact center managers come on board since then? Have the IVR trees changed? Unless you put the predicted load -- or even greater call volume, just to be safe -- through the system, you can never really know just how it will handle the stress.
The same thing applies from a unified communications perspective, especially as you move more users onto the system. What happens if an event occurs that generates an influx of phone calls? Maybe a negative news article comes out, say on a security breach. All of a sudden everybody is calling each other. As employees scramble to fix software problems and respond to the press, will the UC solution be able to keep pace?
Maybe the company will receive complaints about how nobody is answering the phone. But maybe the problem is really that the calls aren't going through to the right people, at the right time. Load testing will uncover these kinds of issues.
Step 2: Customer Experience Testing
Customer Experience, or CX, is not just a buzzword, it is critical to the success of an organization. Deliver a bad customer experience and you not only lose current business, you lose potential business and, worse, your brand could take a beating on social media and other platforms. Yet you can run tests to prevent against bad customer experience.
Is the IVR system operating to give customers the experience they want? Are customers getting their problems solved to their satisfaction? Are customers walking away frustrated? If they try to interact with your company via the website, is everything working correctly? When it comes to customer service, do calls go through the IVR trees correctly so they're routed where they need to go?
If you know how to test for them, you can answer all those questions.
Step 3: Ongoing Testing
You've done load testing and everything worked as expected, but that was back then. You've also made sure you're delivering outstanding customer experience. You're all done, right? Not necessarily. While your organization is certainly in a better place, testing is something that needs to happen on an ongoing basis.
Of course, you'll also find that some one-time events call for special testing. For retailers, special testing might occur during advance preparation for the holidays. A tax company might run a special load test when prepping for tax return season. Or, if your company is planning a big ad campaign, you might want to run some load tests to see that your contact center can handle increased calling.
Other regular occurrences call for ongoing availability and regression testing. Are the phones going to be available and ready for use at the start of every business day? Are the conference bridge numbers available? Are the bridges ready for employees to hold online meetings? With monitoring software, you should be able to catch any technological issues that might lead to problems. Automated testing, conducted on a regularly scheduled basis, can help ensure systems are operating properly.
Bulletproofing your contact center is really about proactively identifying problems before you have to react to them. The costs of downtime are far more severe than whatever it would take to find a problem ahead of time. Scheduled, automated testing can minimize downtime and unexpected outages. You might even prevent a catastrophe from occurring. Behind the scenes, you're able to switch to a backup or take the necessary action to keep everything running without interruption.
Automation is key to all this because it controls variance and offsets the human-induced uncertainty as to what has been done and what has happened. People do a great job of assessing what has happened -- judgement -- but repetition, consistency, volume, and details are challenges without automation. Do-overs are costly. Doing it right and with precision is efficient.
Much wiser men than I have said that prevention is better than cure, and prevention in today's contact centers all starts with automated testing.
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This post originally appeared on NoJitter as: 3 Steps to Bulletproof your Contact Center
Darc was appointed CEO and Managing Director of IR in October 2013. Darc is a seasoned 25-year IT and enterprise software professional with extensive international experience in building and growing software-as-a-service (SaaS) and cloud-based solutions.
Publish Date: May 30, 2016
|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.
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.
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.
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.
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.
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...
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.
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-...
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.
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.
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.
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.
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.
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...
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.
|17.)||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.
A user-centric conversation design methodology that converts and retains yo...
|18.)||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.
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
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.
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