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Contact center transformation pitfalls (and how to avoid them) - Nuance - ContactCenterWorld.com Blog

Contact center transformation pitfalls (and how to avoid them)

Future-proof customer service

Customer expectations continue to rise rapidly, and there’s no sign of that slowing down. They’re going to continue challenging companies to give them better experiences and make every interaction effortless.

To meet these expectations, organizations need a future-proof contact center designed to deliver intelligent engagements—but it takes hard work to get it right.

Register for our webinar on 14th August at 8am PT/11am ET to hear guest Forrester’s Ian Jacobs, Principal Analyst, explain how to transform your contact center effectively. In conversation with Nuance experts, Ian will guide us through the common pitfalls organizations encounter when transforming their contact centers, and show how you can avoid them.

Join us to discover:

  • Why optimization using data and analytics is the secret behind an effective strategy
  • How automation and AI are key to your transformation success
  • Why strategy should always drive your technology decisions

Plus, you’ll learn about some organizations that have already undergone transformations, and the results they’ve achieved so far.

Space is limited, so reserve your seat now to get all of these valuable insights and more.

And don’t worry if you can’t make it on the day—register now and we’ll send you an on-demand link to watch whenever you want.

Source: https://whatsnext.nuance.com/customer-experience/contact-center-transformation-pitfalls/

Publish Date: August 8, 2019


2022 Buyers Guide Automation

 
1.) 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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
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.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
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.

8.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 



View more from Nuance

Recent Blog Posts:
Customer Success: 6 steps to make your customer touchpoints countSeptember 12, 2019
How Apple Business Chat can help enterprises with their call deflection goalsSeptember 10, 2019
Hear the Call for Help! How Siren Detection Can Make Your Car a Force for Good.September 9, 2019
Nuance IQ is back for the summerAugust 26, 2019
Meet your patients where they are with 24/7/365 answers to their portal questionsAugust 21, 2019
Contact center transformation pitfalls (and how to avoid them)August 8, 2019
Robots here, there and everywhere, and now in the officeFebruary 14, 2019
3 ways speech recognition helps in police incident reportingJanuary 22, 2019
Building trust with a virtual assistant voiceJanuary 22, 2019
Television viewing is no longer a one-way streetNovember 15, 2018

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