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Implementing a Virtual Customer Assistant or sometimes referred to as a Chatbot within your contact center will prove to be beneficial to both your organization and the customers you are trying to serve.
The rise of virtual customer assistants has been rapid, of that, there is no doubt, and as with any new technology, there have been mixed opinions about its effectiveness. Nonetheless, despite some shortcomings in the initial versions of these solutions, it is already clear that virtual customer assistants have enormous potential in regard to enhancing the customer experience.
Perhaps the key to success when implementing a virtual customer assistant is to determine where it might best sit within the customer journey. Get this right, and it will be able to act as a valuable addition to the human advisor team, greatly improving your customer interactions.
A well-implemented virtual customer assistant – or in the context of a contact center, a virtual customer assistant – can offer your organization a whole host of benefits, many of which sit outside the realm of the benefits traditionally associated with customer service technologies.
Perhaps the main benefit of a virtual customer assistant is that it fits nicely into what is a growing demand from consumers for new ways to solve their problems and interact with brands and services. Part of this is a growing trend amongst customers to use text and instant messaging as their first choices when communicating with a contact center, rather than utilizing the more traditional voice channel.
The rise in the use of text and instant messaging channels goes hand in hand with a growing desire by customers to solve their problems themselves, rather than asking someone else to do it for them. This is driven, at least in part, by the growing number of Millennials within the customer base. The virtual customer assistant, of course, is the perfect response to these trends.
Of course, there are many other benefits that virtual customer assistants bring to the party, both from the perspective of the contact center and from that of the customer.
Probably the most crucial benefit, from the point of view of the contact center, is that implementing a virtual customer assistant should result in dramatic cost savings. It is well known that voice is the most expensive channel for such a center, so implementing a self-service tool that reduces the load on the voice channel is bound to save you money.
In addition to being cheaper than live agents, virtual customer assistants are also an efficient way to deliver customer service. Because responses to customer queries are based on pre-programmed logic, the consumer receives a rapid and pointed answer to their question. Furthermore, they eliminate human errors, such as delayed responses, incorrect information or even rudeness.
And while it costs less than a human employee, a virtual customer assistant also works much harder, in the sense that it is available 24 hours a day, seven days a week, 365 days a year, taking no vacation time, sick leave or even coffee breaks.
From the customers’ point of view, virtual customer assistants can improve their satisfaction, as they are now able to complete a transaction without needing to wait in a queue to talk to an agent, or painstakingly search the contents of an entire website for the answer. And they can use their channel of choice, such as text or instant message, to ask a question, knowing they will get an answer almost immediately.
This is because virtual customer assistants have faster and more accurate access to the client’s information. A virtual customer assistant linked to your company’s database will have immediate access to all the history of use and even behavior patterns that a particular client has, and as it is electronic in nature, it will be able to hunt down the relevant information required at speeds that would make even a superhuman agent blush.
Virtual customer assistants also improve things for agents, in that they offer the ability to solve simple, quick-response needs, which frees up your contact center’s customer service representatives to focus on the kind of complex customer demands and high-touch interactions that actually challenge them – and everyone wants a bit of challenge from their jobs.
There are even virtual customer assistants that have the ability to go a step beyond the standard simple question-answer interface. Using artificial intelligence to be able to understand the intent and sentiment of the query, they are able to translate this into actionable transactions. A good example here would be a situation where a customer wants to add another driver to their vehicle insurance policy. A transactional virtual customer assistant would be capable of actually walking the customer through the entire process required to achieve this, eliminating the need for the client to talk to a human agent.
Another major benefit is that virtual customer assistants can incorporate visual media, which is ideal since humans themselves are very visual creatures. While they do primarily communicate through text, virtual customer assistants are capable of incorporating rich media like picture and GIFs into the conversation. Using images like this can help make virtual customer assistants seem more human, or could even allow them to showcase a product that may be easier to display than to describe. A good example here is if a customer asks a question about a particular product and the virtual customer assistant is able to show them an image of the product, as well as similar products that may also interest the consumer.
Most critically, a virtual customer assistant, these days, is almost indistinguishable from a human and can deliver a seamless, natural human experience. In addition to this, it can give your brand a ‘voice.' For example, if your brand is a more informal type, the virtual customer assistant can be programmed to use slang and casual language and can refer to the business in the first person.
With so many benefits to offer, the only thing that seems to be holding virtual customer assistants back at the moment is the fact that some of the initial high-profile solutions have demonstrated shortcomings. However, despite these, it should be obvious that they have the potential to contribute to and enhance the customer experience quite significantly.
Virtual customer assistants today are no longer merely a novelty item; they have the potential to further open up your company’s self-service channels while adding a great deal of value to the customer experience. Of course, in order to add this level of value, we need to use virtual customer assistants that truly make the client feel like they are having a conversation with a real human - one that is incredibly knowledgeable and quick to provide the right answers.
Enterprises today are constantly on the lookout for technologies that can save them money and decrease the load on their human agents while improving their ability to service the customer. At the same time, Consumers are increasingly seeking faster ways to resolve their problems and to do it by themselves if at all possible. Virtual customer assistants clearly meet the requirements of both customers and organizations.
Modern brands ultimately want to be where their customers are, and in a world rife with smartphones and social media, where those customers are is on their mobiles, texting, messaging and posting. Therefore, it should be obvious that using virtual customer assistants will become as natural to them as texting a friend.
NobelBiz OMNI+ NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more)Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with the expectations of your customers while driving your employees' productivity and controlling your operational costs.
Are you ready to provide exceptional customer experience?
Genesis Intelligent Series Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
The Arise Platform Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Aspect Via Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.
Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat... (read more)Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case features Integrating all contact channels into one CRM interface, combined with time-saving features like field auto-complete, ensures agents can work cases quickly and effectively.
- Customer profile and history Show agents relevant customer information, like location, loyalty status, and interaction history, right on the CRM case screen.
- Next best actions With suggested next actions like case codes, responses, and enclosures, even your newest agents can work cases with confidence.
- Built-in knowledge Astute’s integrated knowledge engine lets agents quickly find answers to any question – without having to leave the case workflow.
INBOX INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
CCaaS, SIP Trunking, SD WAN, Interconnectivity Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes: CCaaS: Talk Desk, Five 9s, Nice, Genesys and more SIP Trunks: Many Global Providers to lower cost and improve operational efficiency SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility. Our service are at no cost to our customers. We look forward to meeting you!
PH: 800-886-9199
9.)
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.
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer
Say... (read more)CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer
Say goodbye to internal IT concerns, hardware costs, and service downtime with our cloud-based softphone. Everything your team needs to succeed and scale is on their computer or smartphone. Our UCaaS platform grows with you, with flexible month-to-month agreements and no price-per-head or user costs. You can manage remote staff, access virtual voicemail, and forward calls to any device around the world.
CallShaper Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.
With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
From AI - WFO and everything in between! Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully... (read more)Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully-featured services from data centers globally. Millions of customers including the fastest-growing startups, largest enterprises, and leading government agencies are using AWS to lower costs, become more agile, and innovate faster. As a member of the AWS Partner Network (APN), Consilium is focused on technical proficiencies and customer success in rapidly building and launching Amazon Connect based contact center solutions. With over 33 years of experience in the contact center industry, workforce management, Artificial Intelligence AI, and CRM platforms, Consilium is uniquely positioned to help clients blend the newest technologies and cloud adoption, which is the natural path at this stage of the COVID-19 crisis. We have helped some of the world’s leading enterprises migrate their contact centers to Amazon Connect and the AWS platform. Our consultants have experience in architecting and building large-scale solutions that are well-integrated into customer processes and high on user experience. Amazon Connect delivered by Consilium is an open platform that can easily integrate with multiple CRM's, workforce optimization (WFO), or workforce management (WFM) tools to provide conversation history and real-time context to agents so customers don’t have to repeat themselves, improving customer experience (CX) and reducing resolution time. Amazon Connect also leverages AI to transcribe calls and show caller sentiment in real-time to better understand trends and improve customer service. It’s all about delivering a stellar customer experience that imprints your company’s image on your customers’ minds, much like the rave reviews won by Amazon’s own customer service, which also runs on Amazon Connect globally. Benefits at a glance • Personalizing the customer experience Amazon Connect is AI-enabled by default, to automate interactions and provide real-time context to the agent, making customer and agent interactions more effective as the most relevant customer interaction history is presented to the agent. • Easy to Use Amazon Connect is so simple to set up and use, with only a few clicks, organizations can set up an omnichannel contact center and agents can begin talking and messaging with customers • Pay as you go As an on-demand service, you pay for Amazon Connect usage by the minute with no long-term commitments. • Omnichannel Experience Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice and chat. • Seamless 3rd-Party Integrations Amazon Connect provides built-in integrations with 3rd party CRM’s, workforce optimization (WFO), or workforce management (WFM) tools. • Cost-effective Amazon Connect is helping companies save up to 80% over traditional contact center solutions. With Amazon Connect there are no minimum monthly fees, long-term commitments, upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance. • Reliable Amazon Connect runs on Amazon Web Services proven infrastructure operating 42 Availability Zones within 16 geographic regions around the world.
contactSPACE Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
𝘀𝘁𝗼𝗿𝗺® Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
CSX Cloud CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Edify Huddle Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
Empirix Hammer Cloud Empirix is the recognized leader of end-to-end contact center test automation and script development solutions on the market. Our renowned product line, Hammer, offers functional, regression, systems integration, performance, and customer experience testing for on premises, hybrid, and cloud environments. We also offer work-from-home test solutions to ensure continuity of experience for your customers across any environment.
Hammer Cloud Platform (HCP) is Empirix’s new comprehensive, test automation offering that integrates functional, regression, systems integration, performance, and customer experience testing into an intuitive, software-as-a-service (SaaS) solution.
With HCP, it’s... (read more)Empirix is the recognized leader of end-to-end contact center test automation and script development solutions on the market. Our renowned product line, Hammer, offers functional, regression, systems integration, performance, and customer experience testing for on premises, hybrid, and cloud environments. We also offer work-from-home test solutions to ensure continuity of experience for your customers across any environment.
Hammer Cloud Platform (HCP) is Empirix’s new comprehensive, test automation offering that integrates functional, regression, systems integration, performance, and customer experience testing into an intuitive, software-as-a-service (SaaS) solution.
With HCP, it’s easier than ever for contact center and enterprise network teams to accelerate their software development lifecycles.
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