In a study entitled State of the Contact Center 2021: Cloud is Here. What’s Next?, the company found that a majority of businesses that adopted cloud platforms in the last 12 months believe they are leveraging their cloud investments to their full potential. This includes using cloud-based platforms to enable a remote workforce, sharing critical information across teams more easily, and collaborating and managing agent productivity. The survey of 273 contact center leaders digs into the cloud’s full potential and identifies the next shift for the cloud-smart contact center.
Among all respondents, three-quarters of managers agreed that moving to a cloud-based infrastructure allows organizations to be more strategic and business-oriented, even throughout the pandemic. The pandemic was clearly a catalyst for cloud migration, as two-thirds of contact center migrations to the cloud – full or partial – occurred in the past year.
"In response to the pandemic, brands resorted to defensive strategies to survive. The migration to the cloud was a product of those strategies. However, now that contact centers have evolved and the industry looks to the future, companies are realizing they have a new weapon at their disposal. With cloud solutions integrated into their contact centers, brands can be more proactive, strategic and offensive-minded in 2021. While the migration to the cloud was meant to keep brands’ floors intact, cloud-based solutions will now allow them to push their ceilings higher than they imagined," said Tom Goodmanson, president and CEO of Calabrio.
Nearly three-quarters of contact centers in this study now use a partially or fully integrated cloud solution, yet half of respondents still feel limited by their current solution and are looking to introduce new or alternative cloud-based platforms that add value to their current architecture. This suggests that while many contact centers believe they are leveraging their cloud solution to its full potential, there is still room for just as many brands to grow.
Other key takeaways from the study show that the next phase of cloud transformation will enable companies to be more strategic, for example:
Growing Reliance on Analytics with an Openness to Artificial Intelligence (AI) – Half of contact center managers believe that moving to the cloud has improved their ability to use intelligent analytics to manage the business, including insights to support agent and customer interactions. Contact centers running in the cloud are also more likely to trust AI (75%) than their on-premises counterparts (61%).
Creating Employee Engagement – Today, 60% of contact centers believe the cloud has increased employee satisfaction and engagement within the organization. According to one manager, securely storing customer account data in the cloud has made it easier for employees to access information across the organization regardless of their location.
Ability to Innovate and Adopt New Tools – Contact center managers who have fully adopted cloud platforms are more open to trying new tools as they navigate their digital transformation. For example, 56% are more willing to try social tools, 55% are more willing to try business intelligence software, and 47% are more willing to try new chatbot technologies.
Seeing is Believing – For those that have transitioned to the cloud, the experience has created a positive outlook on the new technology and they are more likely to see the additional benefits of the cloud over those with on-premises solutions. For instance, over half of contact center managers with integrated cloud solutions believe they have positively impacted employee and customer data analysis.
Evan Kirstel, B2B technology thought leader concluded, "The benefits of the cloud contact center are so numerous that it is now impossible to overlook them. That is why more and more companies are adopting this model. Many are driven by the urgent need to embrace digital transformation, others a need to be more flexible to adapt to the post-pandemic landscape. A cloud platform is the most obvious choice in almost any circumstance. It provides higher security, improves efficiency, allows for faster business process optimization and supports digital transformation initiatives."
Posted by Veronica Silva Cusi, news correspondent
The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
Published: Monday, April 5, 2021
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
Answering Machine Detection
Answering Machine Detection (AMD) enables you to determine the receiving side of an outgoing call and tailor your call flow accordingly. With AMD you can determine if a human, answering machine or fax machine has picked up an outbound voice API call.
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.
Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.
|5.)||Balto Software Inc|
Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
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.
Cognigy.AI is a Conversational AI Automation platform that enables enterprises to easily create and operate AI-powered virtual agents to automatically handle calls and chats from customers and employees.
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
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-...
Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
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.
We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.
We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.
ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.
|19.)||Master of Code|
Conversational AI Solution
Conversational AI Solution offers the next wave of customer and employee experiences through business preferable digital channels: website and mobile chat, mobile app, SMS, Facebook Messenger, WhatsApp, Google RCS, Apple Business Chat, Amazon Alexa, Slack, Microsoft Teams. Our Conversational AI Solution enables brands to easily help customers to do self-service to increase their containment rates and save time and money.
How we create conversational experiences:
Virtual Assistants/Bots: Chat or Voice.
Customer self-service helps to save you money, time and boosts your containment rate.
A user-centric conversation design methodology that converts and retains yo...
|20.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.