This post was written by Jon Heaps, Vice President of Channels at Talkdesk.
It’s hard not to smile when a sales rep claims their company’s “open APIs” will allow you to set up your contact center in no time, but that can quickly turn into a grimace six months later when you find yourself buried in hidden professional service fees and still without a functional contact center. While many vendors, especially legacy providers, claim their new and improved APIs will solve all of the implementation and integration woes, in reality it often costs a considerably larger amount of time and engineering dollars before you come close to ready for implementation.
Switching contact center providers always comes with the understood cost of a transition period – you’ll lose a little uptime time while you make the move – but ultimately the new capabilities should make up for it. You plan for a short-term period of incurring the switching cost, then a long-term reaping of the benefits. However, if those benefits dwindle too long while you wait for your contact center to implement, by the time you can actually use those exciting new features, your customers and employees alike are frustrated.
That delayed implementation is a double-edged sword, because a longer-than-expected transition means greater-than-expected costs. When you consider that today’s contact centers are best utilized when they are intelligently integrated with multiple other solutions, this transitional downtime could mean that several companies are waiting for as long as eight months after a deal is signed before seeing any actual value.
It’s time that business leaders stop accepting this inconvenience and begin challenging the status quo that has allowed legacy contact center vendors to get away with months-long implementations. With cloud-native solutions, enterprise customers should expect to implement fully operational contact centers two to four weeks after they sign.
Second-generation cloud solutions allow businesses to implement new customers’ contact centers at a lightning-fast speed because cloud contact center infrastructures are configurable at the click of a button, without any code. Setup, management and administrative tasks such as designing an IVR, creating an automation or adding an agent are fast and easy, requiring little to no additional professional services costs.
At Talkdesk, that’s what we offer customers. We are able to implement new customers’ contact centers at a lightning-fast speed because our cloud contact center infrastructure is configurable at the click of a button, without any code. Setup, management and administrative tasks such as designing an IVR, creating an automation or adding an agent are fast and easy, requiring zero additional professional services costs. Our simple “clicks, not code” backend has enabled some customers to set up a call center as quickly as a single day.
Talkdesk also saves customers time during implementation by providing 30 out-of-the-box integrations with major CRMs and business tools like Salesforce, Zendesk and Microsoft Dynamics. From the second you set up your contact center, all administrative actions in Talkdesk can be completed in just seconds using our administrative backend. The system is designed to put power in the hands of our customers and enable them to fine tune their contact center as their needs change. Talkdesk’s intuitive management dashboard offers total control of the contact center and requires no training or certification to master.
Additionally, we created the first enterprise contact center app store, AppConnect, to unite our best-in-breed software with innovative new solutions that can redefine the way businesses build their contact center stack. All the apps come with one-click integrations and 30-day free trials, meaning customers can experiment and start seeing value the day they decide to test out a new solution, without any risk or cost. To make it even easier, all the billing is handled monthly on a single Talkdesk bill rather than externally through the individual vendors.
We liken our AppConnect platform to the app stores offered by Apple and Google. Only a small percentage of apps on their platforms are actually created by in-house developers – the main value is that the platform makes it easy for other developers to create and integrate their ideas. Our AppConnect partners use our tools to build next-generation contact center offerings that come pre-integrated with the Talkdesk platform, meaning there are no hidden integration nightmares like long wait times or professional services costs.
It’s time to stop accepting implementation horror stories and start improving your customer experiences with highly-personalized contact center interactions. It’ll be more beneficial to your company’s bottom line and better yet, it’ll make your customers happier and more loyal.
Publish Date: February 8, 2018 5:00 AM
|1.)||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.
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.
Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.
|4.)||Balto Software Inc|
Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
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.
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.
ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.
|15.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times
CSAT.AI Scores Better Customer Service with Gamified Guidance!
CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.
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.
*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...
VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.
VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer
Analysis that empowers your business
Get actionable insights from all your customer interactions
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