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Article : How Artificial Intelligence (AI) Can Help Deliver an Improved Customer Experience in your Contact Centre

#contactcenterworld, @PRArtistry

Some of the most innovative AI tools such as chatbots can revolutionise your contact centre, but where do you start? Stay focused, educate agents and make technology the strategic enabler. Thomas Rødseth, Chief Technical Officer of Puzzel, shares his 3-point plan for kickstarting your own AI revolution

When used effectively, Artificial Intelligence (AI) through tools such as Chatbots and Agent Assistants have the power to completely transform your brand’s customer experience (CX). However, there’s a wealth of often confusing information available on the new technology, which could be proving to be a barrier to using these resources to put an effective strategy in place. Recent research conducted by Microsoft reveals that over half of business leaders (51%) in the UK say their organisation does not have any kind of AI strategy in place.[i] Meanwhile, Gartner warns that any customer-facing brand that is not already making moves to deploy a conversational AI platform "runs the risk of being left behind by the competition."

In Puzzel’s own experience, innovative AI tools such as chatbots are already carving out a great opportunity for contact centres to boost agent productivity and increase customer satisfaction in one go. So, just how do you cut through the noise and make AI a key part of your contact centre? A pragmatic approach is vital - here’s our 3-point plan to help get you started:

3 steps to AI success

  1. Start with your customer – Whether you’re looking to cut wait times, lower support costs or simply provide a better customer experience, it’s important to identify clear goals and build your strategy based on your customer requirements. Ask yourself: What is AI’s role in this business? Define where AI should sit, and at what point in the customer journey should an enquiry be directed to a human customer service agent?

    Start small and think about focusing on some of the pain points which have a high impact on the customer, but pose a low risk, to achieve several quick wins. Most importantly, don’t press the button too soon – test before you go live. How can you test effectively? Pretend to be a customer yourself and try out your own AI experience. Conversations should be totally seamless even when there is a hand-over between virtual and live agents. If you don’t notice any obvious transition, you’ve done your job properly!

  2. Educate and empower your agents – help them to understand the benefits of AI to simplify everyday tasks and interactions. Use AI tools, such as Puzzel’s own Agent Assist, as virtual personal assistants for agents. AI solutions can sift through unlimited amounts of information so that agents don’t have to, freeing up their time to concentrate their efforts on the customer. Agents are able to access intelligence to respond to agent enquiries and support staff in real-time, enabling agents to improve the customer experience and increase their own job satisfaction.

  3. Make machine learning the strategic enabler – the more virtual assistants and chatbots are used, the better they get. The latest application of chatbots, for example, maximises AI learning from the contact centre and other parts of the business to provide agents with the real-time knowledge they need, along with suggested solutions, to solve customer queries swiftly and efficiently. Media archives made up of transcribed voice conversations and previous Chat interactions are a perfect place to begin creating your own living library of machine learning.

Make AI an intrinsic part of your CX strategy. Done well, AI bridges the digital and human worlds by ensuring live agents have all the information they need, at the time of hand-over, to deliver a complete and satisfying customer interaction. AI offers practically unlimited capabilities by assessing customer conversations to improve service levels. For example, by anticipating customer needs and introducing products based on previous purchase history.

Now is the time to act. Learn from others, involve the right partners, set clear goals, stay focused, educate agents and choose technology that is easy to use, flexible, future-proof and best meets the needs of your business.

#contactcenterworld, @PRArtistry


About PR Artistry:
Company LogoA fresh approach to IT PR and Content Creation that focuses on deliverables. Whether you are looking to scale up, expand, move into new markets or sectors, or in preparation for attracting new investors, whatever your goals, PRA has the experience and skills to provide help, guidance and a useful extra pair of hands. We have over 25 years’ experience in the tech sector and we are still excited by the pace of change and innovation. We can quickly understand the essence of your business and what makes your products and services uniquely compelling. We don’t just create content we promote it and provide a monitoring service to measure success.
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Today's Tip of the Day - Allow Enough Space For Data

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

Published: Friday, July 17, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Dialer Solutions

 
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

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.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

8.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

9.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070

10.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

11.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740
 
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