AI is changing the relationship companies have with their customers. ZaiLab chief product owner Catherine Collins believes that changing technology goes hand in hand with a changing customer. The time to adopt is now.
‘Contact centers are a hassle to deal with,’ says Catherine. ‘No one has the time to sit on hold while their call is transferred to the next available agent, let alone the patience to repeat their query, for the seventh time, to yet another person. From a customer standpoint, having to call into a company to resolve an issue is a bad experience that requires plenty of deep breaths and putting off more important things.’
Catherine believes that advances in technology, specifically around AI, is changing this.
If we look at global trade events in the communications industry, the buzzword being passed around the room was the cloud. ‘Contact centers are moving online and that shift has brought a renaissance of innovation and a change in how we view the customer experience’.
A customer-centric approach
Savvy companies are investing now in AI to improve the customer experience. Intelligent routing, for example, eliminates long wait times by connecting a customer to the right agent quickly, while sentiment analysis allows companies to quickly pick up on unhappy customers before problems escalate.
Maximising every channel
It’s clear the modern contact center is one geared towards the modern customer, with omnichannel engagement becoming more and more important. After all, picking up the phone is often a last resort, with email, social media and web chat being seen as more convenient ways to get in touch. ‘By adopting an omnichannel approach, companies suddenly have a more holistic view of what their customers are saying and where they’re saying it,’ says Catherine.
Imagine this scenario. A customer calls into a contact center. They’re connected to an agent quickly. That agent knows the customer’s name and history with the company. Additionally, that agent has the skills required to deal with the customer’s query without having to transfer them. The query is resolved quickly and the customer leaves a positive satisfaction score.
Now imagine if every query had the same result. For the contact center industry, it’s a game changer.
The rise of the home agent
But it’s not only businesses and customers that profit from this new and improved experience. Cloud-based technology has definite benefits for agents too. Now agents can work anywhere, even from home.
The shift towards using home agents is gaining momentum in the United States especially, as outlined in a recent report by Contact Babel, which cited 52% of respondents choosing to go the home-agent route. This also means companies are finally able to employ agents closer to home instead of outsourcing. ‘We’ve already proven the socioeconomic benefits of using local agents with our community-run contact center in Delft, which not only has the potential to employ agents from the community, but also stay-at-home mothers, mobility-impaired individuals and the elderly,’ says Catherine.
Suddenly, the idea of calling into a contact center doesn’t seem so arduous. In fact, it's never been such a joy.
Zailab - Software development house that employs Maverick craftsman. Zailab Outsource Centre - operating as a BPO / outsource model that is looking to a create social impact in impoverished communities.
Published: Tuesday, July 10, 2018
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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.
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.
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.
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Execute automated actions based on words spoken by your customer.
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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.
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.
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.
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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.
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
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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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