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Managed Services for AI: Scale, Protect, and Continuously Improve - Servion - ContactCenterWorld.com Blog

Managed Services for AI: Scale, Protect, and Continuously Improve

Adoption of contact center AI technologies like conversational AI, process automation, automatic call routing, and intelligent workforce engagement has grown dramatically in recent years and reached new heights during the COVID-19 pandemic. Though most companies report benefits from these AI deployments, research suggests a standstill when it comes to continuously optimizing AI and scaling its value to innovate and improve customer service. The reason? Lack of in-house expertise:

  • In a recent study from 451 Research, 27% of enterprises cited a shortage of cloud architects as a limiting factor in their machine learning efforts. Machine engineers, software engineers, and data scientists are also in short supply.
  • Even mature AI adopters are challenged by skills gaps. Deloitte found that almost half of companies that consider themselves seasoned in AI (defined as having a high number of deployments at the highest sophistication) rate their current AI skill gap as either moderate, major, or extreme.

Implementing just a chatbot is no longer enough. Companies need to scale the benefits they’re seeing with AI in the contact center to identify new CX opportunities while continuously optimizing and evolving their AI applications. To do this, organizations should look at managed services for AI.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Why a Managed Service Provider for AI?

A managed service provider (MSP) comes alongside you, understands what issues your organization is facing, and then works to architect AI solutions that can be managed entirely by them or jointly by them and you. This includes initial planning (creating a roadmap that prioritizes AI initiatives linked to business value), designing (consulting needs and requirements), building your AI solution(s), and running and optimizing them for continuous improvement.

Figure out what your business really needs

An MSP not only helps with development, deployment, and management of AI solutions, but will help consult you on your organization’s specific AI needs and requirements. This includes infrastructure (cloud, on-premise), applications, digital channel overlay, self-service, robotic process automation (RPA), integrations, reporting and analytics, and more. They’ll help you assess the current state of your organization by reviewing all existing IT infrastructure and applications, looking at both current and targeted performance metrics, and designing transition timelines in a way that saves compared to current costs.

Stop training and start gaining 

Your organization will no longer need to worry about what type of talent is needed, where that talent will come from, and (perhaps most stressful of all) training efforts. You can start benefiting from the scale and intelligence of AI without having to spend months training developers and AI staff. These employees can be better utilized, and you can spend more time providing training to customer-facing employees on how to use AI in their jobs to immediately improve CX. An MSP will also take care of service integration and management across your various AI partnerships – being a one-stop shop for all contractual relationships – while offering even more value with their ecosystem of leading tech vendors. You’ll benefit from a single point of contact across all of your AI systems and applications.

Continuously optimize and evolve

An MSP will provide the continuous attention your AI applications need. While you’re busy focusing on other high priority initiatives, your service provider will be constantly watching and analyzing your AI data as new intents emerge, new products are launched, and customers say different things. With Servion, for example, you’ll get ongoing reports and analytics, benchmarking, virtual assistant tuning and expansion, process optimization, agile application maintenance, call center routing and self-service updates, user management, availability/SLA management, and more – everything you need to create new operational efficiencies in a continuous improvement model.

Here’s how organizations are using Servion Managed Services for AI:

  • One of the fastest growing international banks in the UAE deployed Servion’s DTMF-based intelligent self-service application – coupled with multi-lingual support, caller identification, and SMS messaging – to update its legacy solution and offer personalized outbound communication to its customers.
  • Servion helped North America’s leading telecom service provider implement a new feature in its IVR system which offers customers the option to continue waiting for the next available agent or immediately connect to a chat service. The new feature drastically reduced costs, and the organization discovered that 50% of its customers preferred chat over voice call support.
  • A global contact center software leader chose Servion to design and build a new, user-friendly, multi-browser, device-agnostic chat application with rich UI. In doing so, the organization was able to increase mobile usage among its customers by nearly 30% and enhance its user experience with 3x faster load times.

Create new operational efficiencies, revitalize the role of your customer service/contact center, and address complex challenges that impact CX. Servion provides 24x7 support using a combination of global resources and dedicated on-site engineers. We have four network operations centers (NOCs) located worldwide, and our team currently manages 100 customers, 32,000 agents and 200,000 endpoints and ports.

Click here to schedule a meeting with one of our specialists to learn more about Servion Managed Services.

Publish Date: November 15, 2021 7:17 AM


2022 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
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.


2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

4.) 
Cloud IT Services GmbH

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.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from Servion

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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

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