When a caller comes through it goes without saying that they can’t see our face, they can’t read our expressions and they can’t monitor our body language. They have only our tone to go off, our inflection and perhaps most importantly, the words of our carefully crafted scripts.
Our agents might know those scripts off by heart and the Compliance team monitoring and marking the calls will pick up if you’ve missed a few sentences or changed a few words, but the caller on the other hand has no idea. In fact, it’s most likely that they won’t remember the exact words you’ve used at all. What matters to the caller is the service you provided.
I called a contact centre only yesterday, less than 24 hours ago, and I wouldn’t be able to tell you everything we discussed. I don’t remember the agent’s name nor what exact words were shared between us. What I can remember however is that I was unhappy with the customer service. It wasn’t because the agent didn’t stick to the script or tick every box compliance-wise, I’m sure they did, but I was unhappy because customer service isn’t always about what you do, it’s about how you do it.
The job isn’t always an easy one, but the caller doesn’t need to know that. Tone and manner are just as important as a resolution. People will forget what you said, they may even forget what you did, but they will never forget how you made them feel. When people call us it’s usually because they have a problem or a query. We need to make them feel listened to, understood and valued. We do this with our tone, not our script, and it’s service like this that makes the caller more willing to comply with a process or disregard how long a difficult call might take. It is this kind of service that sends the customer away feeling like the call wasn’t a waste of time.
Publish Date: August 29, 2017 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.
PH: +1 888-946-6878
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
|3.)||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...
PH: (+61) 406 501 368
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-...
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.
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.
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...
PH: 0800 999 1882
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.
|12.)||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.
PH: +40 722 744 417
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
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
The new paradigm in customer engagement, the Synthetix Chatbot can generate new revenues as well as resolve customer queries. Our AI-powered chatbot technology doesn't wait until your customers want to contact you – it offers help and assistance from the moment they interact with your brand, qualifying them based on their needs, working with your CRM to personalise their experience, creating leads and tactically escalating them to the most appropriate contact channel.
PH: +44 1279 555 580
Trendzact AI On-Demand
Trendzact provides on-demand data science Insights team who will solve the AI resource dilemma. Our Insights team will apply machine learning models into your business processes and build functionality such as natural language processing and service level agreement (“SLA”) diagnostics into your CRM solution. Use AI for aftercall documenation, agent sentiment analysis, proactive agent guidance and anomaly detection with real-time alerts
virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
PH: +49 176 5683 8890
VOZIQ Predictive Customer Retention Solution
VOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.
With pre-built AI/ML models using both structured and unstructured data, risk driver libraries and multiple deployment options, VOZIQ’s solution significantly cuts time-to-value in industries such as home security and automation, pest control, home warranty, deregulated/retail energy providers, telecom, and insurance.
PH: +1 (888) 427-2328
|Customer service is a feeling not an action||August 29, 2017 5:00 AM|
|Patience – An agent’s responsibility||July 21, 2017 5:00 AM|
|How scripting can go wrong||June 15, 2017 5:00 AM|
|How has Customer Service changed?||June 9, 2017 5:00 AM|
|2017 CX so far||June 6, 2017 5:00 AM|
|Inbound Vs. Outbound||May 25, 2017 5:00 AM|
|What can ruin the Customer Experience?||May 19, 2017 5:00 AM|
|Why you should consider Outsourcing||April 28, 2017 5:00 AM|
|CX Management and why it should matter to you||April 28, 2017 5:00 AM|
|The Yes and No’s to working in a Contact Centre||April 18, 2017 5:00 AM|