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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%).

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

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 - Voice Mail

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

Published: Friday, January 28, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

 
1.) 
Premium Listing
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
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 Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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