Supporting Your Agents and Customers Throughout the COVID-19 Crisis

Organizations around the globe are struggling to manage the rapid influx of customer outreach resulting from COVID-19. While the immediate impact is heavily focused around the healthcare and travel and hospitality industries, businesses across every major vertical are increasingly looking to expand their contact center capacity and convert to a remote workforce to protect their employees and limit business interruptions.

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Google Dialogflow – Capturing Numbers with Voice

March 4, 2020/ Under Conversational AI, Partners,

Google’s Dialogflow environment is a great place to build natural-language understanding applications that automate both text-based (chatbot) and voice-based interactions. All of the voice-enabled AI environments in wide use today (Google’s Dialogflow, IBM’s Watson Assistant and Amazon’s Lex are the big 3) enable voice communications by going through a 3-step process, where spoken input is first transcribed to text by a speech-to-text engine (STT), then given to a bot for analysis, and finally then sent through a text-to-speech (TTS) engine to produce audio back to the user.

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Caller Elected Callback

Don’t Hold, Get a Call Back! Caller Elected Callback in Your Contact Center

January 30, 2020/ Under Caller Elected Callback, Contact Center,

Empower your callers with an option to receive a call back rather than wait on hold until an agent is free to talk to them.  75% of customers now choose to leave their phone number and receive a return call rather than wait on hold.  The result?  Customers are much happier finishing up their business and the morale of the Contact Center agents is much better since they don’t have to deal with disgruntled consumers.  The quality of the customer experience improves with the Caller Elected Callback solution and saves time, keeps frustration levels down and gives the caller a positive experience. 

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self service

Contact Center Self Service and the Customer Experience

January 16, 2020/ Under Contact Center, Conversational AI,

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business.  AI fueled self-service options help to improve internal productivity, the customer experience and cost efficiency.

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Supply Relevant, Personalized Information with Outbound Notifications

December 20, 2019/ Under Contact Center, Notification Services,

Offering the best possible customer experience requires more than staffing a contact center and waiting for calls to arrive. Increasingly, customers expect to be contacted proactively with the information they want and need. Businesses are realizing the benefits, both in terms of increased customer loyalty and actual cost savings.

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Deliver Cohesive Business Results in your Contact Center

November 25, 2019/ Under Contact Center,

A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one infrastructure built from a number of niche solutions, so that multiple products and channels can be brought into a single design in the cloud.

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user experience

Proactive Change – Good for the User Experience

October 31, 2019/ Under Contact Center,

Remaining complacent during this time of disruptive change in customer experience is not the best way to sustain your business’s success and vitality.  Out of date back office systems and processes need to be dealt with proactively, responding to the increasingly demanding consumer who expect a fast and easy user experience.Read More

Optimizing Your Contact Center Performance

October 16, 2019/ Under Contact Center,

A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution.  Utilizing the services of expert, advanced IT partners is strongly suggested as they are able to help you create an extensive, all-in-one infrastructure built from any number of niche solutions.

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digital transformation

Consider Digital Transformation in Your Contact Center

September 24, 2019/ Under Contact Center,

As a business is envisioning the move of their contact center to the cloud, it makes sense to look beyond the cloud migration itself and consider how supplementary digital applications can be added to improve the customer experience. Evaluating other applications and services that can enhance value to the consumer’s positive interaction will ultimately impact the perception of the company to their customer – and to the  company’s bottom line.  Most likely, your contact center will benefit from a digital transformation.

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How to Achieve the Ultimate User Experience

September 7, 2019/ Under Contact Center, IVA,

User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety of applications. It is more than just recording prompts for your IVR with someone from the motor pool that has a cool sounding voice or redesigning a call flow so that customers get to the agent they need to talk to even faster.  An effective interaction interface is intuitive.  It is efficient, saving customers time and frustration. And it communicates clearly and is easy to use, making the experience a customer has a positive one.

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