Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

80% of CX leaders believe AI enhances the Contact Center. Here’s how to start benefiting - Servion - ContactCenterWorld.com Blog

80% of CX leaders believe AI enhances the Contact Center. Here’s how to start benefiting

The contact center has changed, and so too has its requirements. Tools and technologies need to be faster, smarter, and more flexible to meet current and future customer, agent, supervisor, and organizational needs. Translation: contact centers need to be AI-enabled. Eighty percent of CX leaders polled this year by Talkdesk say they believe AI will provide a better contact center experience.

Here are some valuable AI use cases for the next-gen contact center:


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Reduced Call Volumes

Forty percent of contact center managers surveyed by IDC this year said their facility experienced higher than usual call volumes – far more than their trained employees could handle. AI is poised to transform the contact center by reducing call volumes without compromising quality of service or operational efficiency.

Consider Conversational AI, which allows various AI and automation technologies to interact with people in a humanlike way. Instead of browsing, searching, and navigating for the information they need, customers can ask questions directly, get answers, and take action using a conversational interface such as an intelligent IVR or a voice or chat bot. Contact centers can seamlessly deflect or redirect customers to a digital self-service experience for handling basic requests like paying bills, password resets, and managing their accounts so they can maximize their most expensive resource: agents.

Better CX Measurement

Improving customer experience measurement is at the top of every contact center manager’s list of goals. To do this, they turn to a number of CX metrics like Customer Satisfaction (CSAT), Average Handle Time, Customer Effort, and Net Promoter Score (NPS).

Consider intelligent routing (also referred to as attribute-based routing and smart routing). Contact centers can automatically route an incoming caller to the best-matched resource within the facility or throughout the entire organization to create better service experiences and brand affinity. Also consider Conversational AI, which includes several different technologies such as sentiment analysis, intent recognition, and speech analytics. These technologies bring intelligence and scale to a variety of touchpoints and channels, enabling organizations to not only streamline service but understand what customers really want in conversation in real-time to better measure CX. Also consider speech biometrics, which improves agent efficiency and average handle time while delivering more personalized, outcome-based service.

Greater Agent Productivity

Customer service teams are facing extreme changes and challenges, especially given the COVID-19 pandemic. They are expected to seamlessly handle increasingly complex and emotionally charged interactions, many while working from home as organizations embrace blended and remote work models. AI is an invaluable investment in this area.

Applications of intelligent self-service like digital deflection and voice and chat bots allow customers to update information, submit requests, check on order statuses, and more – even as interaction volumes spike, without needing to add additional agents. At the same time, you’ll be freeing up live agents to more confidently handle complex interactions, take care of post-call work, etc. By 2023, Juniper Research estimates that businesses will save over 2.5 billion customer service hours as a result of implementing applications of AI like chatbots. 

Solutions on the Market

There are plenty of solutions available that will supercharge your contact center with AI. For example, Google Contact Center AI comes with a Virtual Agent platform that allows you to create voice and chat bots that automate interactions via voice or text and hand off the conversation to a live agent when the bot is unable to help a customer. The solution also comes with Insights, a module that uses Natural Language Processing (NLP) to identify call drivers and sentiment so you can better measure CX. There’s also Amazon Web Services Contact Center Intelligence (AWS CCI), which comes with its own set of features to improve quality management, customer satisfaction, and agent productivity.

Servion exists to help organizations determine which AI solution is best for their contact center. We’ll help you figure out what your business really needs, even managing everything for you so you can stop training, start gaining, and continuously optimize and evolve your AI investments within the contact center.

Publish Date: November 10, 2021 2:44 AM


2021 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.) 
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)

5.) 
eGain Corporation

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

6.) 
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.

7.) 
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 Servion

Recent Blog Posts:
AI-enabling Your Contact Center is Inevitable. Here Are Two Options from Amazon and GoogleJanuary 17, 2022 12:00 PM
How to adopt the right Cloud Contact Center Solution for your businessJanuary 10, 2022 1:33 AM
Why Servion for Cloud -- Successful Strategies, Satisfied CustomersDecember 20, 2021 2:20 AM
Servion Partners with Genesys to Deliver World-class Contact Center Solutions and Customer ExperiencesDecember 16, 2021 11:12 AM
Creating a CX Center of Excellence - Their Benefits, Insights, and ExamplesDecember 2, 2021 12:23 AM
Reevaluating your omnichannel customer experience (CX): What matters mostNovember 30, 2021 4:25 AM
How Does the Public Sector Benefit from CCaaS?November 23, 2021 1:45 AM
Managed Services for AI: Scale, Protect, and Continuously ImproveNovember 15, 2021 7:17 AM
80% of CX leaders believe AI enhances the Contact Center. Here’s how to start benefitingNovember 10, 2021 2:44 AM
There are no jet skis to reach your customerMay 18, 2016

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
 292 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =