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Setting context to conversations - the context center - Servion - ContactCenterWorld.com Blog

Setting context to conversations - the context center

Picture this scenario:

You get an alert for an online credit card transaction that you are not sure you made. You want to call your service provider to get details. You go through a serpentine menu where you enter your customer number and other details. You reach an agent who asks you for the exact same details. You are then redirected to another agent of the ‘concerned department’ where you have to repeat the whole list of details.  This can also happen when you look to renew insurance, want to know the status of your passport application or of your internet connection.

Can be frustrating right? You most likely consider changing your service provider. And then tell all your friends about this painful and mundane waste of time. Now imagine a customer experiencing your brand the very same way. The customer service representative of your brand not having all the details of the customer at hand or not having the means to pull all data together to give the relevant answer even before the question is asked. Ouch.

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....CONTENT CONTINUED BELOW

Instead, what if…

  • the system could predict you are calling to reset a password and provides that as the first option in the menu?
  • (even better) you get a call from your bank asking if they should reset your password even before you call them?
  • the agent knows all about you and your interactions and never asks you for the inputs repeatedly?
  • you are connected to the same agent who resolved your issue the last time?
  • in case of a lost connection, when you call back the agent starts from where you stopped?
  • the system calls you back without keeping you on queue when you are in a hurry?
  • urgency of your situation is gauged and you are put on to an agent directly?
  • you are connected to all concerned teams in one call and the problem is resolved at once?
  • service is made available on devices and channels of your choice at specific times of the day?

And WHAT IF George, Tom and David are treated as George, Tom and David and not as “THE CUSTOMER”.

In the rat race to automate, modernize and personalize, we ironically lost just that. Reference numbers and subject lines once served a purpose that helped connect the sender and receiver. This ensured they were on the same page before they even started the conversation. It set the background and to be precise the” context” for the conversation.

All we need to do to set context to conversation and translate customer interaction from one causing annoyance to true assistance is probably a better understanding of your business and customers, redefining workflows and menus to suit them. With advent of analytics and expertise in integration, the opportunities to personalize and humanize customer interactions is at its pinnacle today.

The more you delay action, the quicker your customers leave.

Source: http://servion.com/blog/?post_type=post&p=127

Publish Date: April 19, 2016 5:00 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.) 
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)

4.) 
eGain Corporation

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

5.) 
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.

6.) 
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)
 



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