Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

Upcoming Events

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

10 BEST PRACTICE IDEAS FROM AWARD WINNERS - Episode 1

Outsourcing - Tips & Best Practices

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

News : Westpac Rolling Out Red Chatbot to All Customers

#contactcenterworld, @Westpac

Sydney, Australia, May 6, 2019 -- Westpac is making its new chatbot available to all customers, following a successful roll out in March.

The chatbot, which is powered by IBM’s Watson AI conversational engine, initially launched to customers via desktop online banking in December, and was available to selected customers using Westpac’s mobile app earlier this year.

In a briefing on the bank’s results for the six months ended 31 March earlier today, group CEO Brian Hartzer said Red had already responded to over 100,000 customer enquiries.

He added that the "more that Red operates, the better it gets".

"This means quicker service for customers and fewer calls to our call centre," Hartzer said.

A Westpac spokesperson confirmed to CIO Australia that Red has had over 215,000 chats and more than 70 per cent of customers have "had their needs met by Red and require no further support".

The same IBM Watson technology is behind Astro, which answers any questions Westpac bankers have about lending and provides the relevant policy within seconds.

"This makes it faster for bankers to serve customers, and helps them meet all regulatory compliance obligations," explained George Frazis, chief executive of Westpac’s consumer bank late last year.

A number of banks use chatbots to answer staff and customer questions. UBank used IBM Watson to build what it claimed was Australia’s first virtual assistant to help potential home buyers and refinancers complete their online home loan applications.

NAB launched what described as a "digital virtual banker": a chatbot designed to aid the bank’s business customers, in 2017. Last year, Commonwealth Bank of Australia unveiled a chatbot called Ceba, which uses artificial intelligence to recognise approximately 60,000 different ways customers ask for 200 banking tasks.

AMP’s use of chatbots include Rosie, which assist customers by answering questions and guiding them through AMP’s Flexible Super superannuation product; and another being used internally to assist AMP contact centre staff.

Their benefits are numerous. They provide customers with faster access to information and instant resolutions; are easier to deal with than static web pages; and are available 24 hours every day.

There’s research to suggest that consumers of all ages now prefer to text or IM than call, and self-serve online rather than talk to call centre (which might say more about their typical call centre experience).

For businesses they can take on the grunt work for customer service departments, leaving human staff – of which fewer are needed – to deal with more complex problems.

A survey last year of 1,000 Australian consumers by MuleSoft, showed a mixed customer experience with bots.

While more than a third (35 per cent) of those that had said their query had been completely resolved or answered, more than a fifth (22 per cent) said the chatbot was unable to resolve or answer the query as it didn’t have access to the necessary information or systems.

Separate research by Publicis Groupe’s DigitasLBi found that 73 percent of survey respondents said they would never use a chatbot again if they had a bad experience during their first encounter with it.

Half of Australian respondents in the Mulesoft survey cited 24/7 customer service and not having to wait on the phone as the biggest benefit of chatbots with a similar proportion naming quicker answers to queries as an advantage.

#contactcenterworld, @Westpac

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


About Westpac Banking Corporation:
Company LogoWestpac, is a multinational Financial services company and became the largest bank in Australia (by market capitalisation) after it took over St George, and the second-largest bank in New Zealand.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Workforce Management Strategy

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

Published: Wednesday, May 8, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automated Call Distributors

 
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.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 223 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =