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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.

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 - Complaints

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

Published: Friday, April 26, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
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.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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