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News : Independent Research Firm Finds High Interest in Adopting AI Across the Contact Center

#contactcenterworld, @inContact

Salt Lake City, October 17, 2019 -- NICE inContact, a NICE (Nasdaq: NICE) business, announced the results of a new study, AI-Infused Contact Centers Optimize Customer Experience. The study, conducted by Forrester Consulting on behalf of NICE inContact, found high interest among contact center leaders in adopting AI across the contact center. NICE inContact CXone AI capabilities span the entire customer and agent experience from: new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detect root cause issues of customer frustration.

Of those polled, 64 percent plan to increase their AI investment over the coming year. For example, contact center leaders see a range of opportunities for AI to enhance the agent experience. These include personalized agent and customer matching, augmenting agent capabilities to improve productivity, and support for management tasks such as workforce management.

"AI streamlines inquiry capture and resolution. It optimizes case routing, classification, and schedule management. It extracts useful information from voice and digital conversations to quickly surface trends in issues and customer sentiment that may affect customer retention and loyalty," according to the Forrester report, The Three Customer Service Megatrends In 2019 cited in the new Forrester study.

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Yet, given the wide-ranging impact of AI, how to best lay the foundation for long-term adoption can be unclear. Contact center leaders acknowledge that AI requires a strategic, concrete roadmap to minimize implementation challenges, rather than blanket investment. In fact, 77 percent agree that while AI increasingly peels off simpler customer service requests, it also increases the need for agents to develop additional skills to deal with more complex and higher-value customer inquiries.

Additional findings include:

  • Contact center leaders anticipate a key role for agents alongside growth of AI. 80 percent of respondents agree that AI would help their contact centers increase agentless interactions. This, however, does not translate to a reduction in agent staff, as 74 percent of respondents state that the number of agents will either grow or stay the same this year. While AI will handle simpler, repetitive interactions, agents are still needed to manage the more complex, higher-value interactions that require advanced skills and additional time to resolve.

  • AI is seen as a competitive differentiator. According to 79 percent of respondents, AI would enable contact centers to deliver consistent, timely and contextually relevant experiences – a key expectation of today’s customers.

  • Implementation challenges are not deterring customer experience (CX) decision-makers. Of those currently pursuing an AI strategy, 95 percent are taking steps to overcome AI implementation challenges, primarily by seeking more training, expertise, and support. Agent training is the leading avenue at 44 percent.

"The Forrester study found that 98 percent of businesses believe that contact centers are instrumental in improving customer experience. Leveraging AI to increase contact center operational efficiencies while creating omnichannel agents adept at handling digital as well as voice interactions needs to be a top priority," said Paul Jarman, NICE inContact CEO. "Higher interaction volume puts a heavy strain on agents, and AI has an incredible role in easing that burden so agents can provide the very best experiences to customers. NICE inContact has invested heavily to infuse CXone with end-to-end AI capabilities to address real-life challenges and help contact center leaders and agents stay one step ahead throughout customer journeys."

In order to help businesses better understand their current AI strategy within the contact center, NICE inContact commissioned Forrester Consulting to develop an interactive assessment tool. Analyzing the unique attributes of the contact center, alongside stated program goals and metrics, the assessment tools offers an AI roadmap outline, sharing key tips on the purposeful rollout of a long-term AI plan. The AI in the Contact Center Readiness

#contactcenterworld, @inContact


About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
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Today's Tip of the Day - Know Your Stuff

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

Published: Friday, October 18, 2019

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2022 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

3.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

4.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

5.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

6.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

7.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

8.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

9.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

10.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

11.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

13.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 

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