If you’ve been in this industry for any length of time, you may waffle between excitement and cynicism over self-service (SS). There has been so much promise and hype tempered by an equal measure of disappointment. To tip the scales in favor of excitement, here’s my list of game-changers that can transform a lackluster SS experience into a stellar one.
Natural language: Natural language improves the user interface, whether text-based or speech-based interactions. As this technology improves, it makes SS apps smarter about what is being said. In some cases, it even considers the emotions or mood of the speaker or writer. All that makes for a better overall “conversation.”
Tools for building and optimizing interactions: Whether a developer is diving in using Application Programming Interfaces (APIs) and Software Development Kits (SDKs), or a contact center user is configuring a workflow with a simple graphical user interface, things happen faster and easier than ever before. Buyers can tap a broad community of partners, developers, and users for any given tool. They can build business rules and decision points, capture and use data on outcomes to optimize, and then adjust the flow and interactions. Everyone likes fast and easy!
Bots: No SS discussion these days is complete without talking about bots. Our “Future of the Contact Center” survey results in July 2019 showed great hope is being placed here. Bots could transform a variety of channels with well-built interfaces. Add in machine learning and it really gets exciting! Knowledge Management: KM is changing with improvements that could enable better SS. Centers are no longer just talking about SharePoint and a bunch of documents and folders. KM structures information into bite-size pieces that can be accessed via a variety of channels – including SS. AI can play a role here, optimizing information and finding it quickly. The power of good KM combined with better user interfaces makes me optimistic that self-service success rates may go up!
Everyday tools: The ongoing evolution of tools your customers use every day bodes well for SS success. Google (or other search engines) are often where customers start looking for answers; Google is incorporating more AI and “bot-izing” to help users find answers faster. So, you need to imagine your customer starting there and think about how their journey evolves through that interface. Similarly, the increasing use of Siri and home devices like Alexa and Google Home present an interface that is all about convenience for the user. These tools leverage many of the things listed above, like better natural language, AI, and access to KM.
Biometrics: Improvements in authentication make it easier to get into SS, whether through your fingerprint or visual ID on your mobile device, or your captured or “registered” voiceprint. The more customers grow accustomed to these technologies, the more they will expect them as they embark on a self-service journey. Companies that leverage them will win in the self-service game.
Artificial Intelligence: You may have noticed that AI is a recurring theme. As I’ve pointed out in other articles, AI is not a standalone “project.” It is something that can be done as part of many other things, perhaps the ultimate “enabling technology.” All the things that can be done in SS via business rules can be better with AI.
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Publish Date: August 14, 2019 5:00 AM
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.
|2.)||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.
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ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.
With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
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|4.)||Comm100 Network Corporation|
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.
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CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
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 technology vendors like Cisco®, Aspe...
Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
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eGain omnichannel customer engagement solutions power digital transformation for leading brands.
Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.
Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.
|9.)||Hodusoft Pvt. Ltd.|
Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.
HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.
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|10.)||Lieber & Associates|
Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.
Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.
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70,000 health-related searches are made on Google every minute. The digital front door as a channel is more important than ever for helping consumers access care. OrbitaENGAGE, leverages powerful conversational tools such as chatbots, voice search, and voice SEO, which guide consumers as they search for and navigate care. Capabilities focus on call deflection and include: Find a doctor or location , Appointment scheduling , Healthcare FAQs, Virtual triage
Virtual visits (via telehealth integration,) andV oice Search and Voice SEO ,
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