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Industry Research : New Benchmark Report Indicates that Contact Center Automation is Moving to the Mainstream

#contactcenterworld

Replicant, a provider in the Contact Center Automation market, released the 2022 Automation in the Contact Center Report. The report, compiled from surveys conducted by Demand Metric, a global research and advisory firm, highlights contact center industry priorities, challenges, and technology adoption in relation to automation.

The survey confirmed that contact center leaders continue to face multiple challenges, including hiring and retaining agents, call volume spikes, and high/increasing costs. Automation is a top solution for addressing these issues, with voice automation being the #1 priority and having the highest perceived value compared to other channels. Eighty-two percent of respondents felt that voice-based automation was likely or inevitable in the next 2 years. Automation is quickly becoming a critical part of a modern contact center.

Contact Center Automation Adoption Reaches 95%

A total of 95% have already adopted, are currently implementing, or are planning to implement an automation solution.

The breakdown includes:

Currently evaluating automation solutions — 35%
Implementing an automation solution — 32%
Already using automation solutions — 16%
Planning to adopt an automation solution — 12%
Have not adopted and not planning to adopt — 5%

"Automation has the power to transform the industry, as evidenced by the accelerated adoption of the technology," said Gadi Shamia, CEO and co-founder at Replicant. "More and more companies are using automation to address chronic agent shortages and lower costs, while allowing their live agents to focus on more challenging and interesting customer issues. This survey confirms what we've seen in the market, that automation, especially natural sounding voice automation that resolves customer challenges, will soon be standard in every contact center."
Customer Satisfaction Improvement is Priority

With 77% of respondents listing customer satisfaction as their #1 priority, call centers are continuing to automate the channels most preferred by customers. 87% of study participants indicate that the voice channel has the highest perceived value of automation compared to any other channel they use. For call centers that have allocated budget to automation, 83% targeted investment for voice automation and 76% have listed voice as an implementation priority.

"We fielded this survey to get a deep understanding of the impact of automation on customer service. The data clearly shows that contact center leaders face an array of challenges and are quickly turning to automation as the solution" said John Follett, head of research at Demand Metric. "And although respondents are deploying automation across channels voice-based automation is viewed as the most important and delivering the most value."
Continued Opportunities for Automation Growth

The report also highlights several opportunities in the automation space for contact center leaders including:

Technology Readiness: 66% are excited about the prospect of using automation

Impact: 54% believe automation will have a disruptive or revolutionary impact demonstrating that automation is delivering on its promises

Problem Resolution: Contact centers anticipate automation to address as much as 40% or more of tier-1 issues across channels such as voice, text, email, chat and more

Increased Adoption: For contact centers that have already implemented automation, 75% have plans to increase their investment in it

#contactcenterworld

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


About Replicant:
As a provider in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. Replicant scales up or down instantly, can be implemented in weeks and handles millions of customer support interactions a month.
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Today's Tip of the Day - Buying New Technology

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

Published: Monday, August 29, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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