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Call Recording Powers the ‘Intelligent Contact Center’ - OrecX - ContactCenterWorld.com Blog

Call Recording Powers the ‘Intelligent Contact Center’

By now you have hopefully heard of the significant new trend that is emerging around the notion of “Intelligent Contact Centers”, or contact centers that fully integrate the power of analytics into the contact center function. See “Launching an Intelligent Contact Center” by Omer Minkara of Aberdeen Group.

In his article, Minkara defines intelligent contact centers as those “…mastering the art and science of data-driven customer interactions.” At the crux of any interaction is the voice of the agent and the customer, and the only way to capture that unstructured data is with business call recording. These systems record the interaction’s audio and agent screen video and offer integrated playback. Leading call recording solutions also offer speech analytics to auto-tag key phrases or words such as “upset”, “cancel my order” or “speak to a manager”.

With all of this intelligence, combined with CRM, IVR, ACD, speech and desktop analytics data, contact centers have the rich information necessary to intelligently route calls to the best agents, intelligently classify callers by their defection potential, understand which customers likely can be upsold effectively, and so on.


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The benefits of such capabilities can be enormous. According to Minkara, intelligent contact centers enjoy a 5.9% higher customer retention rate, an 8.9% reduction in customer complaints, and a 10% jump in the ability to create a unified view of customer data. Improvements like these can easily translate into significant cost reductions, increased upsell and cross-sell conversion and higher revenue.

The move to an intelligent contact center does not have to take place all at once, and your company does not have to be a Fortune 500 business. Any contact center today can take small, iterative steps and begin realizing the associated benefits along the way. For any business, here are some effective first steps to consider:

  1. Add speech analytics and auto-tagging to your call recording system
  2. Install an intelligent IVR that can route calls based on agent skill sets
  3. Integrate and centralize your customer-related data sources (call recording, speech analytics, ACD, IVR, PBX, etc.) – systems with open APIs make this easier.

Intelligent contact centers are not just on the horizon. They are already here, and you need to start thinking about how to migrate your customer service operation to the new level of sophistication that your competitors are already trying to achieve.

Source: http://blog.orecx.com/blog/call-recording-powers-the-intelligent-contact-center

Publish Date: May 30, 2017


2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
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)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



View more from OrecX

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