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Industry Research : Five9 International Study Finds 9 out of 10 Contact Centers Have Increased Focus on Agent and Employee Experience

#contactcenterworld, @Five9

Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced the results of its 2022 International Customer Service Index (CSI) Business Decision Makers Survey, which revealed new customer engagement and contact center workplace trends. Five9 partnered with Zogby Analytics to survey business leaders across 17 different industries to assess their views on the state of customer and agent experience, and for the first time, the CSI Business Decision Makers Survey expanded internationally, into Europe and Canada, to identify global attitudes and trends.

The survey found significant changes in the role of customer service representatives, with 86% of respondents reporting a massive increase in call volumes, 53% flagging the need for more emotional intelligence and empathy during customer interactions, and 43% indicating agent calls are longer and more complex. As a result, 90% of business decision makers are focusing more on their contact center agent and employee experience.

"The global pandemic has forced companies of all sizes to place new emphasis not just on customer loyalty, but on employee loyalty and retention as well," said Blair Pleasant, President & Principal Analyst of COMMfusion LLC and author of the report. "Where ‘customer experience’ was once the rallying cry for many organizations, ‘employee experience’ has come to the forefront as well."

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Additional Key findings from the CSI survey include:

The changing workplace: More than half of respondents noted challenges related to returning to the office, including employees not being willing to go into the office full time (54%) and a lack of flexible work options such as hybrid workforce/shift scheduling (42%). Employee preference against going to the office full-time is by far the biggest challenge faced by businesses in North America (65%, 20-40 percentage points higher than in each of the European countries surveyed), while lack of flexible work options (45%) and agent engagement/productivity (43%) are more of a challenge in Europe.

Use of Digital and Non-Voice Channels Grows: 91% of respondents noted an increase in email, chat, and messaging as a percentage of interactions. More than two-thirds of respondents expect non-voice channel interactions to exceed 40% by 2024 (70% globally, 68% in North America, 73% in Europe). Similarly, 69% expect that over 40% of customer support interactions will be fully handled via self-service by 2024 (67% in North America, 72% in Europe).

Artificial Intelligence Emerging: Approximately three out of four contact centers currently use AI (73% globally, 67% in North America, 80% in Europe). Globally, 93% of decision makers agree that AI can enhance self-service so agents can focus on more complex or sensitive issues; and 91% agree that it can provide agent assistance such as knowledge and guidance. Of the 73% using AI, 79% use conversational AI or IVA for customer self-service.

"AI technologies are now part of the overall contact center arsenal, providing assistance to agents, customers, and contact center operations," said Scott Kolman, Senior Vice President of Marketing at Five9. "By embracing collaborative intelligence, where AI and agents work together to enhance each other’s strengths, organizations can improve both customer and agent satisfaction, leading to better business outcomes."

#contactcenterworld, @Five9

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

Today's Tip of the Day - Total Solution

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

Published: Monday, August 15, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Speech Technology

 
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.) 
Aculab

VoiSentry
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.) 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.

4.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

5.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

6.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

7.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

8.) 
Medallia

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

10.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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