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Industry Research : United Call Centers: Artificial Intelligence (AI) Will Also Bring Breakthroughs in Customer Service

#contactcenterworld

Long waiting times, complicated menu systems, insufficient information, and unavailable out-of-hours service - are the most common negative customer service experiences, according to survey results conducted by United Call Centers (UCC). Artificial Intelligence solutions addressing many of these problems are already widely available, and in a few years around two thirds of transactions will be automated and AI-driven.

Nearly 500 responses to the UCC survey revealed that the most sensitive issues for customers in customer service interactions are complex, often unclear menu systems and long waiting times. The weight of the two negative experiences is roughly equal: while 82% of respondents consider the former to be a significant or serious problem, 78% consider the latter to be a major problem. A similar negative experience is the operator's inability to provide an adequate solution, with 73% of respondents citing this as a problem of at least a significant degree. Another common complaint is when customer service is only available during working hours, but this was considered a less significant problem by 48% of respondents.

Filtering out negative customer experiences is in the best interest of all service providers, as the survey also found that such negative experiences have a significant impact on the perception of the organization by 43% of respondents, a significant impact by 34%, and a minor impact by 18%. Only 5 percent indicated that such an experience had no impact on their insight.

"In order to increase the customer experience, a fundamental transformation is already taking place in customer service activities," – emphasized Zsolt Máté Juhász, managing director of United Call Centers. – Artificial intelligence is at the heart of the digital transformation that is taking place at full speed, and the various applications driven by it are already largely available today. Last year's analysis of the industry by the consulting firm McKinsey predicted that the number of digital transactions in the customer service segment would increase by one and a half times in two years. According to our experience, this pace of transition can be maintained and may even accelerate in the coming years."

Artificial intelligence is not only being used by service providers to filter out negative customer experiences. The trend over the years has been to increase besides the number of customer service contacts also the complexity of the tasks, while the pool of skilled staff available is limited. Apart from helping to automate manual activities and coordinate multichannel access, AI can also help to enhance the customer experience by running advanced analytics back-end software to proactively initiate personalized solutions to problems that the customer may not have even encountered.

Human operators will still be needed in the long term

The UCC survey also shows that increasing confidence in technological advances will also be an important task: given the choice between an automated or live operator, 61% of customers prefer the latter. While the popularity of AI-driven automated systems may grow rapidly following the positive experience of advanced development, in the long term there will remain specific, more complex tasks that will need to be left to human resources. In the long term, McKinsey's analysis estimates that around 65% of tasks in AI-driven customer service systems will be automated, while 50-70% of contacts will be made without the assistance of a live operator.

#contactcenterworld

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


About United Call Centers (UCC):
Company LogoUnited Call Centers (UCC) is one of the market-leading providers of outsourced customer service solutions. The main profile of its activity is multilingual customer support by phone, email, and chat, the automation of business processes, and the development of services based on artificial intelligence. The Hungarian-owned UCC, founded in 1999, operates in more than 50 languages and 40 countries and works with 700 employees worldwide.
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Today's Tip of the Day - Network Based Contact Center?

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

Published: Monday, February 5, 2024

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2024 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.) 
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.

4.) 
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.

5.) 
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 ....

6.) 
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)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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