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News : Balto Research Team Finds AI Tools are Now Table Stakes in Contact Centers

#contactcenterworld, @baltosoftware

St. Louis, MO, USA, Oct, 2023 - Balto's Conversation Excellence Lab has released a new report detailing the past, present, and future of contact center AI, and the ROI coming from AI tools.

The report, "Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023," is based on a survey that asked over 400 contact center managers and leaders how AI has changed the day-to-day reality of their teams. As AI tool usage becomes more and more mainstream, attention has turned towards understanding how and to what extent these tools deliver ROI. The report shows AI tools will be table stakes in the contact center, if not already so.

The report also details:

More contact centers are using AI tools now than ever before, with a massive jump in usage over the past year from 59% to 90%.

AI tools may have reached the peak of inflated expectations and are now becoming mainstream in the contact center industry.

Benchmarks for contact center metrics like AHT, CSAT, conversation rate, and more are changing, and those who don't utilize AI will risk falling behind.

Most respondents today reported seeing ROI of the AI tools they were using, often in terms of increased revenue for their organization.

Agents, customers, and leadership retained positive views of AI.

"Our research underscores a pivotal shift in contact centers," said Maria Edington, VP of Marketing at Balto. "AI tools are no longer a luxury but a necessity. What's crucial now is proving their ROI. It's not just about having them; it's about making them work for your business."

#contactcenterworld, @baltosoftware

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.accesswire.com


About Balto Software Inc:
Company LogoBalto understands phone conversations and tells reps what to say, live on each call.
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Today's Tip of the Day - Information Gathering Saves Your Company …

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

Published: Monday, October 9, 2023

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
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.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
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