Voice centric contact centers are still the most preferred channel in customer care and support organizations. However, to deliver the best experience possible for your customers, calls need to be routed based upon skills, customer segmentation strategies and lifetime value of customers. Ultimately delivering positive business outcomes and high customer satisfaction.
Routing an e-mail into a general inbox can be easily accomplished. However, to gain valuable controls, analytics and ensure service level agreements are met and exceeded, e-mail must be managed consistently with other available channels in the contact center. Todays contact center managers are expected to meet established Key Performance Indicators (KPI's) and have the tools necessary to proactively manage multiple channels to scale the contact center cost effectively without over-staffing.
Online shopping and customer care are as ubiquitous as the Internet itself. However, monitoring customer navigation of your web site and escalating a browsing session into a voice or video call is essential to drive improved revenues and customer satisfaction. Our solutions solve for this challenge, while offering real-time and historical analytics to continuously optimize the customer experience.
Staffing contact center agents 24 hours a day can be very difficult and costly. Todays contact centers must provide self-service or Interactive Response solutions that can be accessed around the clock. If designed and deployed properly, these solutions enable customers to gain access to valuable information through either touch-tone or speech in their language of choice. These solutions lower the cost of transactions and improve customer service.
Contact center agents are the biggest expense within the call center. Tools that allow call and screen recording, quality monitoring, agent scheduling and forecasting, knowledge management and speech analytics are a must have. However, they must be easy to deploy and easy to use and support. These are quite complicated and delivery as a hosted or cloud service are now preferred over premise-based options. This makes these solutions cost-effective for the smallest to largest contact centers.
Artificial Intelligence (AI), robotics, drones and chat-bots are here to stay. They offer innovative new solutions that easily solve numerous business challenges. Todays contact centers need to anticipate customer needs and serve them in the channel of their choice. IBM's Watson is probably the best known AI solution in the world. However, every solution provider including Facebook, Oracle, Microsoft, Google and numerous others are incorporating this technology within the contact center as a true competitive differentiator.