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Article : Facebook Messenger 2.2: Are you prepared?

#contactcenterworld, @brightpatternus

Facebook recently released version 2.2 of its Messenger Platform, and while some of the announced features are still in closed beta, it’s worth paying attention to what this means for messaging apps and customer support expectations.

Most significantly, Messenger 2.2 includes a customer chat plug-in, enabling people to chat with businesses through their websites and then continue that conversation in Messenger on another platform. It includes support for both live (human) chat and bot-assisted interactions, giving companies even more options for providing customer support.

And that’s exactly what companies need to prepare for: more options. As Messenger and other similar messaging platforms improve, they’ll become more viable channels for delivering customer support, and more essential to continuing the customer experience across every brand interaction.

Because messaging is nearly ubiquitous in social channels, consumers are becoming comfortable using it not just for social conversations but also for transactional ones. This preference will lead to an expectation that businesses will be available through this medium, and will cause increased volumes of support requests via messaging apps. In fact, these improved channels are quickly displacing email as a primary customer support vehicle.

But the rules that govern email support won’t necessarily apply, so before leaping into a new channel, consider what it takes to activate new channels such as messaging where customers may have different expectations around response time and service satisfaction.

Here are tips to prepare for adopting Facebook Messenger or any messaging vehicle into contact center operations:

1. Understand new expectations for response time, and plan accordingly.

With email-based support, there are often no standard expectations for response times. The query could be resolved immediately, within an hour, the same business day, or even the next day. But from a consumer’s point-of-view, messaging is instant. There is little "wiggle room" for keeping a customer waiting while the request is queued, prioritized, distributed, and resolved. Businesses need the "Automatic Facebook Messenger Distribution" technology in the contact center infrastructure to handle this new expectation of instant response time, especially with the increased volumes and multiple requests that are typical of messaging channels.

2. Make sure bots and humans work together

Bots are immensely valuable as the first point-of-presence to help with fast response, and to offload remedial tasks from agents. Facebook Messenger 2.2 extends its built-in NLP capabilities to ten new languages, making it easier to offer simple bot-assisted tasks, such as checking order status or scheduling appointments, for a wider audience. The key is to ensure that when a handoff to a live agent is needed, the messaging system can provide a seamless transition to the right human presence.

3. Adopt omnichannel, not just more channels.

More channels means more volume, but not necessarily more satisfied customers. It doesn’t matter how great the messaging channel is if it’s not well-integrated with the rest of contact center operations and enterprise data. Be sure your contact center platform supports true omnichannel services to allow customers to switch from one channel to another as warranted. For instance, they may begin the interaction via Messenger, but need to follow up with an agent via voice or email at a later time. The system should not only preserve the complete history of the communications, it should also enable this cross-channel switching to occur transparently for the customer and the agents involved.

4. Don’t forget the human aspect.

While it’s essential to meet customers where they are, online, on social, on mobile, or otherwise, what goes on behind the screen is also critical. Make sure agents have access to all the tools, data, and training they need to effectively and efficiently serve customers on any channel. Providing qualitative feedback along with reporting metrics can help agents manage and improve their performance to ensure continued quality.

The instant and social nature of messaging makes it a great vehicle for engaging with customers and delivering a wider range of support services. However, these same factors can be harmful if a company attempts to adopt messaging as a support channel without being fully prepared to handle increased request volumes and to meet customer’s expectations for instant response.

The best approach is to choose a contact center solution that already provides a true omnichannel experience, with support for automated call distribution, bots and process automation, cross-channel switching, and robust agent tools.

#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 - Offer Voice As Well As Touch Tone (Part 1)

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

Published: Thursday, February 8, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

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.
PH: 8005771872

4.) 
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)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
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

6.) 
MattsenKumar LLC

SmartSpeech
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.) 
Nemesysco

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

8.) 
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

9.) 
Voxjar

Voxjar
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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