LiveVox Holdings, Inc. ("LiveVox" or the "Company") (NASDAQ: LVOX), a cloud-based provider of customer service and digital engagement tools, released the results of a commissioned study conducted by Forrester Consulting to identify the key use cases and challenges when deploying AI technology in the contact center. The study, entitled "Contact Centers and AI: Sounds Like You Need Help Unlocking Full Benefits" surveyed 315 IT and operations leaders responsible for AI contact center technology in U.S. companies and found that while AI technology adoption within the contact center has increased and resulted in improved customer experience (CX), measurable ROI has been delayed by a number of significant challenges.
The top ranked obstacles preventing contact centers from achieving ROI from AI technology investments include: the high cost of implementation (43% -top three rank), not having access to necessary customer data (40%), and a lack of skilled in-house staff (38%).
Additional findings include:
AI Adoption is Well Underway. On average, executives report that they are using three AI tools in their contact centers today, with a quarter of respondents reporting use of more than four. Even so, only about half are using chatbots, AI virtual agents, real-time speech and text analytics, and agent assist. Overall, by wide margins, contact centers with 100 to 250 agents lead the way in adoption of AI and are using a range of tools including robotic process automation, chatbots, and virtual agents.
Delays During Initial Deployment and Routine Updates are Widespread. Over 50% of contact center decision-makers say they are unable to make the changes needed to machine learning (ML) models and AI tools because they depend on vendors and lack the staff and expertise to do so themselves. Additionally, high implementation costs, limited data access, and the need for integration with legacy CRMs slow down initial deployment for 40% of firms.
High Expectations, Low Measurable ROI. Although many contact center leaders believe AI tools will raise both customer and agent satisfaction, fewer than half of respondents experienced benefits from implementing AI tools. However, 80% still agree that a pre-integrated AI solution could provide greater flexibility to deploy, test, and change applications quickly.
"The adoption of AI within contact centers remains both the largest potential benefit and biggest challenge to delivering an exceptional agent and customer experience," said Louis Summe, CEO and co-founder, LiveVox. "In order to remove the barriers around AI adoption and implementation, contact centers need to partner with technology companies that understand the application of practical AI and how the technology can be seamlessly integrated within agents’ workflows. AI is not a silver bullet; the technology must be easy to implement and manage, informed by data, supported by informed people, and consistently applied throughout the customer journey to deliver tangible, measurable ROI."
Posted by Veronica Silva Cusi, news correspondent
LiveVox is a provider of hosted dialer solutions for the credit and collections industry. Patented technology and industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at a low cost of ownership. LiveVox is headquartered in San Francisco.
Published: Wednesday, May 18, 2022
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.
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
|3.)||Orion Learning Services Inc.|
Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?
Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.
If you're looking to find the candidate/individual with the highest potential, call Orion today!
VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.
- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates
Putting the right person in the job role has become the key focus in the drive...
|6.)||TactiCall Recruitment Services|
TactiCall Recruitment Services
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation