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Article : 5 Benefits of Integrated Ticketing in Contact Centre

#contactcenterworld, @puzzelsolutions

Author: Thomas Rødseth, Chief Technical Officer at Puzzel

Long considered a ‘nice to have’, integrated ticketing is now the latest ‘must have’ for successful contact centres. In this first blog I discuss the benefits.

In an ideal world, every time a customer contacts an organisation, their issue or request is assigned a ticket. This ticket is usually a simple reference number that all agents, at any time in the response process, can use to provide fast and efficient customer service. Behind the scenes, clever technology automatically creates these tickets that document, store and catalogue customer interactions over time, making it possible for different agents to resolve simple and complicated issues from start to finish.

The whole process may seem like a fairly basic yet crucial part of any customer service operation but the truth is, until recently, ticketing was relatively low in the pecking order of contact centre technologies. Commonly thought of as a ‘nice to have’ rather than a ‘must have’, tools for ticketing or case management were often additional modules, purchased after everything else. This is changing. Forward-thinking senior executives now view the contact centre as the driver of customer satisfaction and retention as opposed to the resource-draining parasite of the past.

As a result, the hierarchy of contact centre technologies is shifting. CCaaS, CRM and WFM are merging to create a strategic foundation that tangibly boosts employee and customer engagement, which are top priorities facing businesses today. This trend provides contact centres with the perfect opportunity to extend their cloud contact centre with an integrated ticketing and case management framework for customer service.

One solution, 5 benefits

Let’s take a closer look. Combining automated ticketing with a cloud contact centre delivers a series of benefits:

1. Release the power of omni-channel – today’s customers communicate with companies over a range of channels including email, chat, self-service, SMS and social media channels. Customers also expect a seamless service whatever the channel and for agents to know who they are, why they are calling and that they were in contact about the same issue a day before. The beauty of automated ticketing solutions is they are able to track any number and type of customer interactions using a single case or ticket number and then use that number to identify the right customer and engage with them in multiple ways. Combining the real-time capabilities of the cloud with an integrated ticketing system puts agents in complete control of their omni-channel environment. They have a clear, single view of every customer interaction with the ability to handle all requests in a unified manner, whatever the channel.

2. Maximise agent efficiencies and customer satisfaction in one go – integrating essential ticketing capabilities into the contact centre creates a unified experience for agents and customers. The latest integrated solutions mean that organisations can handle large volumes of tickets while developing time-saving automatic responses, for example when the business is open or closed. They are also transforming the power of templates by offering unlimited opportunities to provide customised, efficient responses to the most common tickets while accelerating agent wrap-up and follow-up times.

3. Promote the humble email – utilising one tool, all emails are received, distributed and managed without having to leave the central agent application. What is more, any number of email addresses can be added and because they are all viewed within the same agent interface, they can be prioritised for a swifter, smoother agent and customer experience. 

4. Create an intelligent contact centre – using an integrated ticketing and contact centre solution provides the vital intelligence necessary to ensure all tickets are prioritised and routed to the best agent to deliver exceptional customer service. At a management level, automated intelligence powered by an integrated solution provides contact centre leaders with productivity triggers. These alerts help supervisors to keep track of SLAs and nip performance issues in the bud. At the same time, valuable operational and customer intelligence supports the production of detailed reports and improves proactive decision-making.

5. Business your way – by leveraging the amazing power of Rules & Filters within today’s integrated ticketing systems, organisations can make the solution their own, tailoring it to their individual business needs. This means specific SLAs can be set up and priorities adjusted depending on traffic and defined user and team access.

Embedding ticketing into core contact centre solutions boosts the relevance and importance of the operation to the whole organisation. This integrated approach helps to position contact centres at the heart of customer experience (CX) and eradicates the concept of resource-draining operations of the past.

In the second part of my blog I will outline the five most important features for an integrated ticketing solution, the latest "must have" for a successful contact centre.

#contactcenterworld, @puzzelsolutions

 

 

 


About Thomas Rødseth:
Thomas has worked in the telco sector in Europe for over 20 years, including companies such as O2 and Telenor. He has a background in managing large contact centres, employing more than 1,000 agents, giving him first-hand experience of trying to achieve operational efficiencies whilst delivering a great customer experience.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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Today's Tip of the Day - Multi Contact

Read today's tip or listen to it on podcast.

Published: Friday, March 6, 2020

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
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-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

About us - in 60 seconds!

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