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News : Engage Hub launches AI-powered Next-Gen IVR

#contactcenterworld, @theengagehub

Engage Hub announced the latest release of its Next-Gen Interactive Voice Response (IVR) solution. The new features of the AI-driven technology enable a fully-personalised experience for customers and full cross-channel integration.

The solution, part of the Engage Hub platform, gives IT and contact centre managers the ability to add voice to their systems and provide automation while still offering the best customer experience. It also integrates easily with all other customer channels, simplifying what for many customer-facing businesses is a daunting problem.

"With conversational IVR, customers can use their voice to quickly get the answers they need," said Chris Crombie, Senior Product Owner, Engage Hub. "But it’s the integration with other channels that really makes the difference—this isn’t a simple add-on, but instead offers unified customer service. A customer calling at peak time can, for example, get answers to their simple questions quickly, and then request an SMS to join a web chat with a customer service representative when they are free.

"One of our clients, a major UK health and beauty retailer, has seen two-thirds of common queries dealt with by conversational IVR. This means agents are now free from mundane tasks so they can focus on more complex customer care cases. After digitising its offering and using our Next-Gen IVR, another client, a large tier one bank, also saw a 13% increase in customers self-serving."

"What makes our IVR solution unique, is that it learns in the same way as a call centre agent does," said Chris. "AI-powered natural language processing (NLP) means that the IVR does not simply react to keywords, but continually improves its understanding. So a query that the IVR may not understand today, perhaps because it’s too complex or expressed in an unusual way, will be understood and automated in the future."

The solution has also been rolled out across Sainsbury’s superstores: "Having an IVR solution fully integrated into our in-house systems means that more and more calls are being dealt with away from our superstores, enabling workers to focus on delivering great instore customer service," said Paul White, Head of Partner Performance, Customer Management Centres Sainsbury’s. "Engage Hub has helped us drive a significant and immediate reduction in the number of lost calls and our customers are able to get the answer they need in the timescales they expect."

#contactcenterworld, @theengagehub


Today's Tip of the Day - Repeat Calls

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More Editorial From Engage Hub

Published: Friday, March 8, 2019

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2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

7.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

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