In the world of digital CX, understanding how to use and manage digital engagements while knowing where to employ human engagement truly matters. This was further explored in our recent blog titled “Humans in CX: Which Kind of Customer Interactions Should Not be Automated,” which strongly painted a picture of the importance of preserving and fortifying human service in today’s digital age, even as machines and automation continue their ascent towards technological progress.
Digitalization has brought a shift in the way brands connect with their customers. According to this infographic created by Harvard Business Review Analytic Services in association with Teleperformance, social media continues to dominate: 86% of marketers connected with customers using it. 72% reached its audience via email marketing, 65% engaged customers through online videos, 58% utilized webinars or online events, while 44% used chat. Technology has indeed created a customer experience journey that is paved with convenience by way of a click; however, all this comes with a challenge—nearly 60% marketers surveyed also noted that it is difficult to replicate person-to-person experience with customers by using digital technologies.
Companies also face difficulties when it comes to getting customer centricity right. According to the infographic, this stems from the lack of a customer-centric organizational culture to begin with. Another reason is the lack of processes and operational capabilities to personalize interactions. Finally, there is a lack of systems and technology to analyze data.
Automation can truly bring a lot of benefits—efficiency, accuracy, and consistency. Humans, on the other hand, are the only ones capable of bringing true connections to the plate. Great interactions can start and build relationships with new customers, while a personal connection can reward one with a long-term following. Anyone who had watched Godfather a million times might as well give up if their business mindset still centers around that “It’s not personal, it’s strictly business” ideology—the value of human connection, emotions, empathy, and personalization are now more valuable than ever, especially in a world where digitalization continues to present its advantages.
Get to know what successful marketers do right in today’s digital environment. Know the full numbers and read the full infographic “Maintaining the Human Connection in the Digital Age of Customer Experience” from Harvard Business Review Analytic Services in association with Teleperformance by clicking below.
Publish Date: March 20, 2019 5:00 AM
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.
PH: +1 (512) 333 4634
|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.
PH: +1 512-872-7565
|3.)||Call Tracking Metrics|
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
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-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044
|7.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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