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Industry Research : 80% of CX Professionals Believe AI Will Provide a Better Contact Center Experience

#contactcenterworld, @talkdesk

Talkdesk(R), Inc., a global customer experience provider for customer-obsessed companies, released its new research report, "The Future of AI in the Contact Center," revealing 80% of CX professionals believe AI will provide a better contact center experience. The report explores the key drivers, challenges and expectations of AI growth and adoption in the coming years.

Talkdesk found an overwhelming majority (89%) of CX professionals believe in the importance of leveraging AI in the contact center, with another 82% saying AI is increasingly necessary for business success. However, organizations still struggle to advance along the AI maturity curve. The research highlights that only 14% of businesses label themselves as "transformational" in the way they use AI currently, and of the 69% of organizations that have invested in AI and automation for customer self-service features, half (48%) have yet to use it. This reveals a large gap between organizations’ desire to leverage AI in the contact center and their ability to effectively manage it.

"Companies today are under immense pressure to deliver stellar customer experiences. They know artificial intelligence can help them better serve customers but many struggle to implement it properly," said David Gardner, vice president of research and insights, Talkdesk. "Our research shows that automation can and should become an integral component of contact centers if professionals develop and commit to a comprehensive strategy."

The Talkdesk report shows that AI is well-positioned to improve not only customer experiences but the employee experience as well. With streamlined workflows and processes across functions to expedite innovation and go-to-market plans, many enterprises can transform their contact centers to provide more than just traditional customer service.

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The biggest obstacles keeping companies from progressing on the AI maturity curve are often perceived challenges. Talkdesk’s report found three major myths amongst CX professionals in contact centers:

- Perception 1: 55% of CX professionals believe AI will have a short-term negative impact on customer satisfaction (CSAT).
Reality: Customer satisfaction is the top contact center KPI, making it easy to understand why CX leaders worry about short-term CSAT dips. However, these dips are often recovered in the long run and can be mitigated with a strategic approach to implementation.

- Perception 2: 43% of CX professionals see the cost of AI tools as a barrier to implementation.
Reality: The efficiencies gained from AI may far outweigh the costs as AI analyzes mountains of data in a fraction of the time it takes agents to do so, freeing them up to focus on higher-value initiatives.

- Perception 3: 30% of CX professionals believe reliance on the IT department will impede progress in implementing AI.
Reality: With IT teams on board, they will have access to broader visibility across tech stacks and solutions, making them a valuable partner in identifying where maturity is lacking. Additionally, AI tools are becoming more accessible to employees outside of IT.

To break down these perceived obstacles, organizations must consider a cross-functional AI strategy that addresses technological gaps, promotes transparency and focuses on long-term success.

What Lies Ahead in AI and Contact Centers

Talkdesk Research also examined the role AI plays in the future of contact centers and outlined four key predictions:

- Organizations will invest more in AI capabilities, with 64% of respondents citing deeper investment in AI functionality as a priority for their contact center.

- Automation will drive operational efficiency and CX, as 84% of professionals expect their company’s total spend on AI and automation to increase through 2025.

- Humans will rise in the AI-enabled contact center. In fact, 79% of CX professionals see AI as an assistant, providing agents more tools to help with customer interactions – and with these tools come new expectations and desired skills.

- AI will enhance the customer journey, securely, as 79% of CX professionals believe AI will be more secure than interacting with human agents.

Articulating a bold CX vision, Talkdesk plans to automate 80 percent of customer contact center interactions over the next three years, leveraging artificial intelligence and machine learning. The company recently launched Talkdesk AI TrainerTM, the first human-in-the-loop (HITL) tool for contact centers. While most artificial intelligence systems require the employment of highly specialized data scientists, the powerful simplicity of Talkdesk AI Trainer allows agents with domain knowledge to improve the AI models autonomously. As a result, enterprises can successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case and increases customer satisfaction.

Methodology

Talkdesk’s quantitative online survey research was conducted in March 2021 among qualified CX professionals and target audiences across 11 different global markets including: US and Canada (North America); Australia, New Zealand, and Singapore (Asia-Pacific); France, Germany, Italy, Spain, and the UK (Europe); and Brazil (Latin America). In total, 916 global interviews were collected among CX professionals employed by organizations with more than 200 full-time employees, spanning all major industries including healthcare, financial services and insurance, retail and eCommerce. CX professionals include leadership and management for customer service, customer experience, CX operations, IT and contact center agents.

#contactcenterworld, @talkdesk

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


About Talkdesk:
Company LogoTalkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

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

Published: Monday, July 12, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
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.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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