Nothing worthwhile comes cheap. If you’ve ever purchased no-name appliances or cheap, mass-produced electronics, you’ve probably learned that lesson firsthand. The same rule applies to your contact center partner.
Hosting an in-house contact center compared to an outsourced contact center represents a strategic investment. There is no denying that outsourcing makes great economic sense in many (if not most) situations, but you don’t want to be caught in the neon glow of a low price point only to have it zap you.
We know that offshore solutions often offer lower transactional costs. The question to be asked is: what are you sacrificing to get that price point? Which then begs the question: Is that sacrifice going to be good for your business in the long run? The recent increase in reshoring suggests that many companies are finding the answer to that follow-up question is no.
The Return of North American Contact Centers
In recent years, there have been several high profile instances of contact centers moving back to North American shores after a stint overseas. General Motors, Delta Airlines, and CitiBank are only a few name brand examples. Plenty of other companies have reconsidered their customer service exodus from the North American continent in the 80s and 90s. And the reason why comes as no surprise.
The disconnect between the service expectations of North American customers and the reality of most low cost, offshore solutions can lead to negative customer service evaluation scores and the degradation of lifetime customer loyalty. That reality has influenced the return to nearshore solutions for companies where the customer experience is a core differentiator in their competitive space.
Even those that aren’t making the full-blown shift see the value of a nearshore solution for mission critical business clients. If your business has Microsoft as a key customer, you do not want a bad service experience to cloud your long-term relationship. You do want your highest touch, highest quality, kid glove clients to be handled by your A team.
The cost of cultural compatibility is now being built into many offshore offerings. It’s not unusual to see questions about "cultural training" costs in call center RFPs. This question is basically assessing what budget line will cover the expense of training offshore agents to be able to converse easily with North American customers.
In other words, there is a budget line dedicated to training agents to be able to talk about North American pop culture, weather, and sports. That’s an expensive process and it’s a line item that doesn’t exist for nearshore providers. That’s why for big enterprise solutions, we expect to see even more conversions over to US and Canadian Call Centers.
The Economic Value of a Canadian Call Center
Right now, your dollar will go further with a Canadian Call Center than one within the United States. As of this posting, one Canadian dollar is equal to about 80 cents American. Though that rate is bound to fluctuate, forecasts predict that the US will enjoy a financial advantage for the foreseeable future.
The monthly US jobs report, which is often a strong indicator of market trends and economic topography, just came back with another strong report. Over 280,000 jobs were added in the US in May, bringing the annual total thus far to over 1 million payroll positions. Only one month this year has added fewer than 220 jobs. There’s some serious momentum building up. This last month, Statistics Canada also reported a strong month, which at least contributed to the current exchange rate remaining level. Our economies are closely linked, so it’s not uncommon for the US and Canada to prosper together.
As of right now, the forecast for the next few quarters is pretty static. Predictions through Q3 of 2016 suggest that the Canadian dollar will remain between 0.78 to 0.81 U.S. dollars. Even then, barring a major earth shattering upswing, it would take the Canadian dollar at least two years to be on par with the US dollar.
The Canadian dollar has ridden below or at par with the US dollar for most of the 20 years. That means, you can expect your Canadian Call Center to be cost competitive for the long haul. But price alone isn’t what makes a Canadian Call Center a great extension of your business.
The Quality Component of a Canadian Call Center
A Canadian Call Center is more than just a cheap bill. It’s an investment in the quality of your customer service arm. In the past, we’ve focused on what makes nearshore Canadian Call Centers an easy win for your business. All of those facts are still true today.
Canadians are consistently at the top of OECD countries for college education. More than 55% of Canadians who are age 25 to 34 have a college education. Canadian call centers on the whole enjoy lower attrition rates than those in India or the Philippines too, and the cultural gap… Well, what cultural gap? You can count on a Canadian call center agent to be able to fill any potential dead air with chat about the playoffs or the demise of American Idol without any cultural training whatsoever.
About Julie Briggs:
For more than 25 years, Julie Briggs has provided results-driven, proactive financial management that supports long-term client relationships and provides the foundation for Blue Ocean’s strategic growth. As VP of Finance she is responsible for the smooth operations of all financial functions from the development of initial client contracts to the financial management of client relationships. Under Julie Briggs’ leadership our clients benefit from financial management that is transparent, timely, and direct.
About Blue Ocean Contact Centers:
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
Published: Monday, June 22, 2015
|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.
Answering Machine Detection
Answering Machine Detection (AMD) enables you to determine the receiving side of an outgoing call and tailor your call flow accordingly. With AMD you can determine if a human, answering machine or fax machine has picked up an outbound voice API call.
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.
Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.
|5.)||Balto Software Inc|
Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.
Cognigy.AI is a Conversational AI Automation platform that enables enterprises to easily create and operate AI-powered virtual agents to automatically handle calls and chats from customers and employees.
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
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-...
Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.
We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.
ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.
|19.)||Master of Code|
Conversational AI Solution
Conversational AI Solution offers the next wave of customer and employee experiences through business preferable digital channels: website and mobile chat, mobile app, SMS, Facebook Messenger, WhatsApp, Google RCS, Apple Business Chat, Amazon Alexa, Slack, Microsoft Teams. Our Conversational AI Solution enables brands to easily help customers to do self-service to increase their containment rates and save time and money.
How we create conversational experiences:
Virtual Assistants/Bots: Chat or Voice.
Customer self-service helps to save you money, time and boosts your containment rate.
A user-centric conversation design methodology that converts and retains yo...
|20.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
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