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Article : CX Trends: What Industry Experts Have to Say About Digital Channels

#contactcenterworld, @brightpatternus

Last week I wrote part 1 of this three-part series on CX trends. The blog series covers top items that were discussed in our annual CX trends webinar. The webinar featured industry expects from TTEC, The Pace of Service, and Bright Pattern. In part 1, we discussed omnichannel and today we will talk about utilizing digital channels like mobile channels, bots, augmented reality (AR), and virtual reality (VR).

Digital Channels

Companies now realize that it is necessary to go where your customers go by providing the channels they want to use to reach out to their favorite brands. Mobile channels and self-service bots are both great examples of channels that are in high demand by customers. As additional channels are added to the mix, customers expect to seamlessly hop from channels to create an effortless experience.

Question to the panel: Do you see companies implementing more digital channels in 2019?

Ted Hunting: "For good or bad, we are on the go all the time, so the customer experience needs to be where customers are, which in today’s modern world is on the mobile device. COPC did a study last year where they indicated that in the coming year they saw mobile customer care increasing by 41%. I think one of they keys is to make sure you offer omnichannel experience for these people who are always on the go. For example, our innovative one billion dollar valuation travel services customer is looking to put in-app customer service messaging in place so that their customers can easily reach out on the go while traveling across the globe."

Jeff Marcoux: "AR and VR are some channels that TTEC thinks brands should be watching out for. You can imagine it shouldn’t be too far in the future where I can call in and all of a sudden I have somebody walking me through the steps to fix my washer or I have somebody showing me how to fix a device in my home using augmented reality. Imagine customer training through VR in a way that brings people into a more immersive environment to train them and showcase different components of the technology.

Michael Pace: "I don’t know if there could be a more exciting topic and it is fun to get companies to think about how they can apply some of these emerging channels. If IKEA had AR/VR, I can only imagine how many times I could have called in to have them help me set up a piece of furniture by showing them the parts I still haven’t used or think I am missing.

AI and Bots

Spending on AI has increased significantly in the last few years. 60% of C-level executives plan to increase AI spending by 50% over the last year. A study by Spiceworks revealed that 40% of large businesses will implement AI and bots in 2019.

Question to the panel: What are some specific use cases you have seen and what features do you see being useful to contact centers today?

Michael Pace: "The most common form of AI we see day-to-day are chatbots. Chatbots are a great and simple tool and you can use it over many channels like online and within social messengers. I’ve also seen an increase in workforce management powered by machine learning and AI. The most interesting use of AI is preventative service. For example, if I have an IoT device at home, their customer care team may be able to reach out about an issue or upgrade before I am even aware of a problem.

Jeff Marcoux: "We’ve seen a lot of AI and automation in the back-office. They are getting some of the simple tasks like password reset automated. We are also seeing brands getting a lot of benefit from agent assets, which is essentially a bot that listens in on the conversation that your associates have and pulls up information from the knowledge base suggesting articles and possible resolutions. This enhances first call resolution, empowers agents, and improves handle time.

Ted Hunting: "95% of customers want self-service channels, but if you ask how many want to deal with an IVR, virtually no one will raise their hand. Therefore, it is important to implement self-service channels and bots but you need to make sure they are flexible and customer-centric. Gartner is predicting that 40% of the bots deployed last year will be decommissioned due to poor CSAT. So I think one key here is to make sure you implement smart AI and smart bots and always make sure the customer can switch channels or escalate to a live agent if they are unhappy with the self-service interaction. Another key is to make sure you are not deploying bots in a silo. We just wrapped up our conversation on omnichannel and how important it is to have seamless channel transition and allowing context from previous interactions to be carried to agents."

#contactcenterworld, @brightpatternus

About Bright Pattern Inc:
Company LogoBright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
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Today's Tip of the Day - Act On Your Customer Intelligence

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

Published: Friday, May 17, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


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

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

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.
PH: 8005771872


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)
PH: +61404697151


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

MattsenKumar LLC

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


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

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
PH: 412-621-9310


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...
(read more)

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...

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