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Industry Research : 94% of Contact Centre Agents Say Artificial Intelligence Will Support Them in Their Roles

94% of contact centre agents say artificial intelligence will support them in their roles

Cirrus research reveals positive frontline attitudes to new technology in the contact centre

The overwhelming majority (94%) of contact centre agents say artificial intelligence will support them in their role, despite the perceived threat to jobs.

Citing the benefits, the majority (57%) believe AI will help solve customer queries faster, provide them with more information on the customer (56%) and enable them to focus on more challenging tasks (56%), according to an independent poll commissioned by Cirrus, a provider in cloud contact centre solutions.

The study of 250 contact centre agents in the UK, conducted by Norstat, Europe’s independent data collection agency, sought to understand how technology can empower agents to deliver upon omnichannel strategies in the post-Covid world.

With the increased adoption of new contact centre solutions such as AI and chatbots, agents remain confident about the role they play in the contact centre of the future.

When asked what improvements could be made to the current systems they use, agents called for faster systems that enable them to quickly access customer details (58%), greater information on customers (55%) and the ability to move between channels to understand the customer journey (47%).

Rather than putting contact centre agent roles at risk, Jason Roos, founder and CEO of Cirrus, believes new technology will prove to be an enabler, allowing them to focus on queries that require a human touch.

He said: "The Covid-19 pandemic has accelerated the pace of change in the contact centre world, with increasing numbers of businesses looking to adopt cloud solutions to enable their agents to work remotely with no loss of service. In the stampede, there is a fear that the needs of agents are not being considered during the decision-making process.

"We strongly believe that technology is only as good as the agents using it. What this study shows us is how those operating on the frontline of customer service believe technology should be deployed to help them provide a superior experience."

Agents polled in the study believe customers most value having queries answered at the first point of contact, followed by not having to queue.

When asked what contact centre agents can do that automated systems, such as chatbots, cannot, the respondents said, providing a more personalised service (65%), handling complex queries (63%), showing empathy (58%) and servicing customers across any channel (47%).

Roos added: "We have been humbled by the many stories of contact centre agents going above and beyond over the last 18 months, despite the huge upheaval and disruption they have faced. We believe that helping to create ‘super agents’ is the first step in future-proofing the industry and, ultimately, serving customers better."

#contactcenterworld, @CirrusResponse


About Cirrus Response:
Company LogoCirrus is a provider of omni-channel cloud Contact Center Solutions (CCaaS) and IPT telephony, with over 10 years’ experience of using the best technology to deliver business outcomes and effortless customer experiences. Modern technology and a team that has many years of experience working in and around the Contact Center and IPT environment, provides a recipe for business transformational success. With a true cloud infrastructure, Cirrus operates on a true real-time basis with unlimited scalability and the highest level of resilience and security. We can help you leverage the best AI solution available to deliver an awesome experience for your customers; getting better results for less cost. At the point you want to introduce agents into the customer journey, Cirrus then brings contact from voice, email, web, SMS, video, social, Messenger, WhatsApp, app store reviews, YouTube and more into a simple view that your advisors will love.
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Today's Tip of the Day - Touch Tone IVR

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

Published: Friday, January 28, 2022

Printer Friendly Version Printer friendly version

2023 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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