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Transitioning voice customers to the digital channel - Jacada - Blog

Transitioning voice customers to the digital channel

The millennial generation is vastly different from those that came before it. Far more technology focused than their predecessors, millennials understand what technology can achieve and therefore have far greater expectations when it comes to issues around service.

For them, service needs to be 24/7 and responses to queries need to be nearly instantaneous. Of course, ensuring that such a service is available doesn’t necessarily mean keeping agents sitting in a contact center at all hours of the day. Instead, an increasing number of organizations are turning to chatbots as a means of delivering automated self-service. Chatbots add a new dimension to today’s multichannel contact center environment, by allowing these centers to respond even to relatively complex tasks automatically.

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Chatbots offer more than a new means to provide 24/7 service; a combination of these solutions and human agents, with the right skills, looks like being the answer to many of the current woes faced by centers struggling to deliver the most effective and efficient customer service.

After all, these bots are able to assist in maximizing agent productivity, by eliminating the need for many of the more monotonous and mundane customer service tasks to be carried out by humans. In this way, chatbots are able to enhance a center’s service capabilities, by ensuring that human agents are freed up to tackle the complex customer service issues.

It should be clear then that chatbots form an important part of the digital transformation initiatives many customer service facilities are undertaking. The trouble with these new digitization strategies is that while they offer many clear benefits to organizations, they are still initiatives that only impact on those customers who interact with the center via its web platform.

Anyone who uses the voice channel – and this is still the largest majority of customers - for any service that is beyond the capabilities of a standard interactive voice response (IVR) tool will be directed to a human agent. The trouble here is that organizations are now increasingly investing in digital technologies, and yet these are all too often being skipped over by more than half their customers, who are instead utilizing a channel that is inherently more expensive to the provider.

It is for this reason that Visual IVR offers businesses the best of both worlds. Visual IVR is a support platform that guides inbound callers to a web-based support experience. It allows them to transition from a voice call and instead opt into a digital session, which in effect, personalizes the support journey for customers already on their way to the queue. Moreover, this technology is designed to seamlessly connect customers to self-service options and/or a support resource that can solve their problem/inquiry at first contact.

Furthermore, should the customer still need additional assistance, beyond what the digital service can offer, Visual IVR also allows these customers to transition back from the digital channel to an agent with full context, resulting in significantly reduced handle times and increased customer satisfaction.

While this does not mean that there is no longer room for voice IVR – it certainly remains a key tool in your inventory - visual IVR can be used to transition customers to the digital experience, making their lives easier, while at the same time not only reducing the demand on your voice channel but also exposing customers to the digital arena. In this way, you are obtaining better traction on your investments in digital while at the same time saving on the costs associated with the voice channel.

Visual IVR is thus something that you need to be implementing sooner, rather than later if you hope to reduce the volume of calls coming in to your voice channel. Remember, though, that ultimately the aim of placing the digital options in front of customers is not to force a particular channel on them, but rather to give them access to whichever one is most convenient for them at the time.

Ultimately you want to be able to provide a genuinely multichannel experience for your customers. But in doing so, you need to ensure that such an experience remains consistent across multiple touch points – thereby enabling customers to make contact via the channel of their choice, without any difference being felt or quality lost across the various mediums.

According to a recent Accenture Report¹, a growing number of modern customers expect to receive an always-on personal digital experience. This makes a case for digital service channels being critical for boosting customer retention. Accenture points to the fact that 40 percent of customers actually want their providers to offer more digital service options.

Furthermore, it indicates that online support provided in the form of corporate websites, forums, online chats and mobile apps is the preferred channel for customer service and support by a wide margin. This, in turn, further makes a case for Visual IVR as a means to transition voice customers over to the ‘sexier’ digital channels.

In the end, states Accenture, organizations that seek to optimize their growth potential and deliver the experiences customers demand will need to balance their digital exuberance with a human touch. In other words, while you may seek to automate the easier tasks, and you may even want to reduce the number of calls to the more costly voice channel, you still need to ensure you have a strategic mix of digital and non-digital options available. In this way, you will enable your customers to engage with you in a multitude of highly satisfying ways.



Publish Date: March 8, 2017 5:00 AM

2021 Buyers Guide Inbound Call Handling Services


2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
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Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


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.

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.

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

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 Performance Monitoring


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

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