Author: Shelby Faris, Marketing Manager, Bright Pattern
This year Customer Contact Week celebrated 20 years of unforgettable conferences that bring together the world’s leaders in customer experience. The conference always provides attendees with amazing learning opportunities, networking options, and the chance to preview contact center technology. So what were people talking about this year? In this blog we’ll cover a few of the top buzzwords filling the halls at CCW Vegas 2019.
"Omnichannel" has been a buzzword at industry events for several years now, but I still get the question, "What is the difference between multichannel and omnichannel?" This question shows that contact center professionals are still confused about the meaning and benefits of omnichannel. Simply put, multichannel contact centers have more than one channel, but the channels are siloed and do not provide a seamless customer experience. Omnichannel means the multiple channels you have work together, in a single agent desktop allowing both the agent and customers to transition between channels without missing a step or having to repeat information already explained.
Although many companies are trying to achieve seamless omnichannel support, IQPC and other contact center analysts like Gartner and Ovum predict that only 5–12% of companies can provide an omnichannel customer experience. Will 2019 finally be the year that contact center leaders start adopting omnichannel instead of just talking about it at industry events?
Ted Hunting, SVP of Marketing at Bright Pattern presented at CCW Vegas 2019 with "Creating and Measuring Great Omnichannel Customer Journeys." In the session, he explained that sometimes it is easiest to get over the omnichannel hurdle by first making sure your top two channels are omnichannel. For most businesses, the bulk of the contact center interactions come from the website and the phone. By making sure those two channels work seamlessly together you’ve finished the hard part. Then as you grow and add more channels, it is simpler to maintain omnichannel communications.
It is very important to maintain a desired level of quality in the contact center. Customer experience leaders use an array of metrics, KPIs, dashboards, and wallboards to keep staff performing at a high level and to analyze where there is room for improvement. Reporting capabilities, quality assurance, omnichannel reportsand quality management were also hot topics at the show.
The use of AI for automation has streamlined quality assurance in the contact center and more CX leaders are looking to adopt AI for speech/text analysis, omnichannel quality management, and sentiment analysis.
At CCW Vegas, Ted Hunting presented best practices for measuring omnichannel customer journeys. By tracking CSAT, NPS, and sentiment over all channels, you can pinpoint problem areas in the customer journey. It is also possible to use AI and other quality management tools to track interactions across different business units in your company. For example, a bank could track performance on new credit cards versus performance on mortgages to see where improvements can be made.
AI wasn’t only talked about for quality assurance automation, but also for creating bots. AI and bots stole the show as the topic of numerous interactive discussion groups and sessions (and not always for good reasons). 2018 was a big year for bot implementation, especially Facebook Messenger bots and web chatbots. And although there were great innovations made, several bots just didn’t make the cut and ended up providing a worse customer experience.
IQPC believes this is because businesses were looking to cut costs and reduce the number of agents instead of improving the customer experience. Brian Cantor of IQPC believes bots can be extremely successful and improve overall CSAT, but they must be customer-centric. For more information on how to build a customer-centric bot, read the latest IQPC report on chatbots, titled The State of Chatbots.
Some companies failed to implement bots, but others have succeeded and created an improved way to talk with their customers. Madison Reed implemented a Facebook chatbot that helps customers pick out their desired hair color, taking out all the guesswork. Alterra.ai created a travel bot that helps travelers plan and book trips, hotels, and excursions. A South African customer of ours even created a pizza chatbot where customers can send in a pizza emoji to order!
CCW Vegas 2019 was a great conference for the contact center industry, providing new ideas and innovative ways to improve the customer’s experience. Do these buzzwords match with your desired goals as a CX professional?
About Bright Pattern Inc:
Bright 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.
Published: Monday, July 29, 2019
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
PH: +603 5569 9816
|3.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
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AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
|5.)||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.
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|6.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|7.)||Cloud IT Services GmbH|
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:
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.
Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.
This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
Microsoft Teams Contact Centre
Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
PH: 01789 387900
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
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- Many More Features & an Open API.
|16.)||Intelligent Contacts, Inc|
Intelligent Contact Center Suite
The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing.
Key ROI metrics:
• 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls
• Answering Machine Detection rates averaging 85-92%
• Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery.
• 100% TCPA-compliant auto dialer platform
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• No agent s...
PH: 1 800 214-7490
|17.)||Lieber & Associates|
Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
Increase the efficiency of your agents and generate a higher volume of effective calls saving time and money.
How it Works
With Megadialer you can choose the most appropriate dialling method for your campaign: previous or predictive.
Easy to Use Interface: Modify campaigns to suit your business
Customizable Campaigns: Numerous modules that will make your management easierl
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All our rates include:
Instant Call Reports
Call Layout after Completion
Your Own Caller ID
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Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511
Award winning Genesys PureCloud Contact Centre. A leader in the magic quadrant.Recognised by Gartner, Forrester and Frost and Sullivan. Secure and Reliable. True omnichannel- voice, chat, email, social and messaging.Includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimization, analytics,
MyCallCloud has 79,600+ Hours In Contact Center Software Up-time and is made of caring professionals with 60+ years of experience. If you need robust, stable, and user-friendly hosted (or premise) Cloud Contact Center Solutions, give us a call.
We provide ongoing consulting to assist clients to more effectively manage Inbound, Outbound and Blended calling with their on-site -or- remote staff. Integration solutions are many and are provided at low, or at no cost when on-boarding. Multi-channel, cutting-edge contact center solutions such as SMS, IVR message blasting (with Text-to-Speech), FB messaging, and other services such as No-Dial (voicemail delivery to cell phones without rin...
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