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News : Chat and Chatbots Help Spark Cut Customer Service Costs

#contactcenterworld, @sparknzltd

Auckland, New Zealand, April 24, 2019 -- Since mid 2017 Spark has reduced its customer service costs by 25 per cent and call volumes to its contact centre by 33 per cent through the use of human online chat and virtual assistants – chatbots.

The figures were revealed by Daniel Cooper, head of care, transformation and premium care at Spark, and John Wood, virtual assistant product owner, in a keynote presentation at Verint’s customer conference, Verint Engage, in Sydney earlier this month.

Cooper said that, in mid 2017 Spark had 1350 team members in its contact centre, "That was 23 per cent of the workforce dedicated to answering the phones or chat," he said.

Voice was still the dominant channel for customer care, accounting for 88 per cent of interactions and chat was flatlining at 12 per cent of interactions, despite having been running for three years.


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Since then, he said Spark had managed to get 70 per cent of customer contacts onto digital channels and achieved a 20 per cent reduction in contact centre work effort.

Call volumes are down 33 per cent since July 2017 and interaction volumes down 21 per cent, Cooper said, despite a nine percent increase in customer numbers in that time. He said customer servicing costs had been cut 25 per cent year on year.

Chat has risen from 12 per cent of interactions to 30 per cent. Spark’s chatbot, based on Verint’s Virtual Assistant, accounts for about 18 per cent of these interactions and is able to resolve about half. Cooper said he expected this figure to increase as it as Spark’s implementation of Virtual Assistant – dubbed Ivy following a call to staff to suggest a name — was integrated with Spark’s CRM and billing systems.

"We are reasonably happy. We have a lot more work to do," he said. "The journey will continue. Our customers and shareholders demand more value out of us. And the way we deliver that is to make customer journeys more frictionless."

According to Verint its Virtual Assistant uses artificial intelligence and machine learning to create a modern engagement experience. "Our conversational AI can predict what a customer wants, personalise the interaction, and determine the best next action to deliver a successful outcome," it says.

Wood said the initial use of Virtual Assistant had been for Spark’s video on demand service Lightbox and after initial teething troubles, its successful implementation for that business had led to be being adopted across the main Spark business, replacing the incumbent system.

Cooper said initial difficulties with chat has resulted in strong internal resistance to its use. "There will be internal pressures, calls to turn it off. You have to manage those and leave people to get on with it."

#contactcenterworld, @sparknzltd

Posted by Veronica Silva Cusi, news correspondent

Source: https://www.computerworld.co.nz


Today's Tip of the Day - Build In Training Time

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

Published: Friday, April 26, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
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:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

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