It’s been popular for a while now to talk a good story around delivering digital customer service. But most contact centres are ducking the real challenges and settling for a skin deep interpretation only.
Are you digital because you offer chat or engage over Twitter? Some certainly hope that the answer is yes. But in the light of true digital transformation, the answer has to be not even close! The evidence of how digital transformation changes things is much more dramatic that a few additional interaction channels.
For a start it allows activities to exist in real time. Digitally enabled customer journeys are open for business 24x7. They allow customers to complete tasks for themselves. Human assistance becomes a point of escalation. Unless needed for emotional, complex or relationship reasons.
Secondly, everything is achievable within the digital domain. A car accident claims workflow can be evidenced, managed and settled without any paper trail when systems are digitally upgraded. The same is true of house purchasing, swapping banks or energy suppliers. Skills and products can be traded at global, country and local community level via messaging apps to create self-contained trading ecosystems that entirely by pass the high street.
Digital transforms the old ways of doing things in terms of speed, effort and availability. It also opens up entirely new opportunities for connection and trade. Think Uber and Airbnb. Ever heard of 50cycles, Brand Gathering, Cahootsy, Cause4, Chaser, CommuterClub, Crowdcube or Flow Energy? They are all part of the same trend that is reinventing value propositions.
What Has This Got To Do With My Contact Centre?
The reason why so much investment and resource has been poured into digital transformation over the last decade is that organisations are still trying to catch up with their customers. Customers adopted digital lifestyles first and the balance of power was forever reset in their favour. Digitally native brands and the endless stream of start-ups that nowadays come from a global network of incubators are trying to close that gap. Even legacy brands are waking up too.
To date contact centres have been a major touch point between organisations and their customers. In truth, they were vital as ways of compensating for pre-digital workflows and journeys. Human glue held it all together. But what happens when artificial intelligence (AI) powered assistance takes over and service design finally makes those clunky interactions so simple that they either disappear or become one touch simple to execute?
In other words are contact centres strategically viable in the long term once all the digital transformation work is done?
One thing is certain contact centres are due for a change. They will have diminishing value as sources of human assistance, once digitally competent customer journeys become the norm. Although the issue of how to keep the human touch in a digitally enabled world is still open for debate and will continue for many years to come. Their leaders need to be ready for a different way of adding value to the customer relationship. With that comes the need for a new mindset and set of skills more suited to experimentation than conformance.
We think digital transformation is the next big challenge for contact centre leaders beyond decisions about any individual item of technology. So much so that we have written a new whitepaper dedicated to the topic of how digital transformation impacts contacts centres. There is a lot to think about and we have provided plenty of practical tips as well.
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.
Puzzel (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.
Published: Friday, February 24, 2017
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.
|4.)||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.
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.
- 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
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.
- 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...