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 Basic Member for free. Click Here

Industry Research : Contact Centers Adding AI to Become More Intelligent, Responsive to Customers

#contactcenterworld, @ISGplc

Contact centers have evolved from query resolution to full-featured customer experience centers by embracing artificial intelligence and speech analytics, according to two new reports published by Information Services Group (ISG) (Nasdaq: III), a global technology research and advisory firm.

The two ISG Provider Lens™ Contact Center/Customer Experience Services reports – one a quadrant analysis of global provider capabilities, the other a view based on buyer archetypes – find contact centers adopting AI to improve service and performance. Contact centers are using elements of machine learning and natural language processing to provide customer recommendations and enable constant system learning.

Speech analytics and conversational AI have been major disrupters in the contact center space, the report said. AI systems are providing a holistic view of a customer history by pulling data from past contacts.

"Machine assistance is creating more value out of voice processes," said Esteban Herrera, partner and global leader of ISG Research. "Virtual help is making contact centers more intelligent."

Many enterprises using contact center vendors are also looking for more ways to enable customer self-service, the archetype report said. AI is helping enterprises move to intelligent self-service models, with knowledge management hubs that can predict patterns and pull out relevant information. In addition, many enterprises are looking for contact center support to help them deal with customer queries made through social media, the report said.

The reports also find the contact center industry moving rapidly toward non-voice business models, including intelligent bots. Robotic Process Automation (RPA) bots can send emails and chat-based decisions to customers. "Bots are moving toward becoming complex decision-making agents," Herrera said.

Service providers also are offering consulting expertise to enterprises looking to deploy their own bots, the quadrant report said. Some enterprises are interested in using AI-powered bots to continuously measure customer sentiment and course-correct, as needed.

The ISG Provider Lens Contact Center/Customer Experience Services Global Quadrant Report for 2019 evaluates the capabilities of 17 providers across the contact center/customer experience quadrant. The report names Alorica, Concentrix, Conduent, Sitel, Sutherland, Teleperformance and TeleTech as leaders in the quadrant.

Meanwhile, the ISG Provider Lens Contact Center/Customer Experience Services Archetype Report for 2019 examines four different types of clients, or archetypes, that are looking for contact center service providers. The report evaluates the capabilities of 17 contact center providers to deliver services to the four archetypes:

Customer service buyers: These are traditional customers focused on managed solutions. They don't consider contact centers part of their core operations. They are taking a step-by-step approach during their digital transformation, including the adoption of non-voice services.

Peak season buyers: They seek providers offering cost-effective services through an established work-at-home contact center model. They look for flexibility to increase or decrease the number of agents they use depending on varying business demands and seasonal peaks.

Automation seekers: These buyers are seeking to embark on a digital journey as a way to cope with changing preferences of customers, including technologically advanced millennials. They want to offer 24x7 connectivity across all touchpoints, and they want service providers that offer traditional contact center services but also have automation capabilities, including virtual agents.

Digital experts: They focus on domain-specific consulting strategies involving design thinking. They are looking for more than technology partners or vendors; they want to engage with providers that can help them in their transformational journeys, leveraging digital technologies to drive innovation and increase efficiency.

Among the providers ISG evaluated against these buyer types, Alorica, HGS, Sitel, Sutherland, Teleperformance and TTEC were named leaders in three archetypes. Concentrix, Conduent and Genpact were leaders in two, while Atento, Hexaware, Tech Mahindra and WNS were leaders in one.

#contactcenterworld, @ISGplc

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


About ISG Plc:
Company LogoISG Plc is an international construction services company delivering fit out, construction and a range of specialist services, with 31 offices worldwide. The company works with owners, developers and occupiers in the public and private sector for an extensive range of industries. ISG Plc was established in 1989 and has been quoted on AIM since 1998. Today the company has a turnover of around £1.3 billion.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Outsourcing Service Agreements

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

Published: Monday, April 8, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
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.
PH: +1 512-872-7565

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
PH: 216.662.5870

3.) 
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.
PH: +34 952 667 511

4.) 
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
PH: +1 (888) 256-8312

5.) 
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.

6.) 
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
PH: 1+480-435-9390

7.) 
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.
 

ABOUT US IN 60 seconds!

Sponsor Message

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 =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =