How Automation Reigns the Call Centers

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Technology has changed the way people order their food online or book an appointment with dentists. Today, call centers are able to deliver whatever their customers demand thanks to automation tools. Millennial believe in finding solutions to their issues in an intellectual way and automation enables contact centers to get hold of these solutions. Call Centers massively depend on Interactive Voice Response (IVR) as an automation tool but it’s time that they develop with their evolving customers since people do not like the interactive sessions any longer, they have evolved to be self-sufficient. The Dominance of Automation The age of Automation may still be at its infancy, but we are already seeing our day to day activities being dominated by it. A lot of people especially the younger generation are now engaged with a wide variety of messaging apps and call centers don’t want to be left behind and are already implementing innovative methods to reach their customers that are more responsive when combined with IVR. Robotic Process Automation (RPA) integrates machine learning with artificial intelligence that automates the routine tasks for agents. In automated call centers, RPAs offers callers with instant responses to their questions and agents do not…
Categories: Artificial Intelligence
Tags: Automated Call Centers, Call Center Dialer Technology, Future Of Call Centers, Query

Why Businesses are Moving from On-Premises to Cloud Contact Centers

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Not long ago, most businesses mainly invested in “legacy” business software model. “In 2015, around two third of the software budgets were allocated to this model” - According to Forrester Research Two instances of this are Contact Centers and Customer Relationship Management. Both these fields used to be heavily reliant on human input. However, with time and technological improvements many of the systems and processes have been automated, particularly CRM cloud solutions. Yet, the same cannot be said about the call centers. There has barely been any big shift to cloud contact centers. However, there is a wave of change. Currently, trends are backing cloud contact centers over on-premises solutions. Before we go any deeper, we have to first distinguish between the two for better understanding. What is On-premises Contact Center? An on-premises based solution is one where the software, hardware, and all the essential infrastructure is placed on your premises. These solutions can take different forms, for example, PBX or IP PBX etc. Having an on-premise contact center means that you own it and are also accountable for its upkeep. Everything from the software to hardware, servers to your headsets to integration support is handled inhouse. It requires you…
Categories: Call Center
Tags: Ai IVR, Future Of Call Centers

How Artificial Intelligence Improves Customer Experience in Call Centers

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One of the ways to gauge the productivity of a Call Center is by considering the time it takes to link a consumer to the right agent in order to resolve a particular concern. Currently, businesses are looking for an alternative to “rule-based decision matrices” (Example- The self-service IVR system that needs a customer to press the dialer to process a query or speak to customer care executive). Overtime, these systems have become outdated and can frustrate the customer. The aim is to streamline the current channels of communication and gain a happy shopper. Artificial intelligence (AI) has emerged as an answer to this issue. While an emerging technology, AI is anticipated to transform call center performance and enhance customer-agent engagements. Recent cases of AI in the customer service field are, Taco Bell’s TacoBot which allows customers order their meals from Slack. Similarly, Sephora, the beauty-brand giant lets shoppers to skip a trip to their shop by fulfilling makeup orders via their messaging app Kik. More significantly, artificial intelligence can be used to enhance customer experience. To put in in simple words, smart bots developed on AI technology provide a very personalized customer experience by giving functionalities that would otherwise be expensive and…
Categories: Artificial Intelligence
Tags: Call Center Ai Technology, Chatterbot, Conversable Liveperson, Enterprise Chatbots, Intelligence Call Centers

What are Call Center Technology Essentials?

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If you’re running a call center, you are familiar with how crucial call center technology is in improving customer experience. Without the right tools and technology foundation to support the call center infrastructure, your call center is incapable. Let’s discuss a little bit more about call center technology in contemporary call centers. What is Call Center Technology? Every Call Center requires the right technology to power principal operations, boost customer experience and cut expenses. This is what encompasses call center technology in a call center – what makes up and complements the underlying infrastructure. Difference Between Call Center Technology and Call Center Infrastructure Most people can’t differentiate between call center technology and call center infrastructure. While they are very alike in nature, and are often used interchangeably. In this article, we are going to try and define both terms as well as point out how dissimilar they are. Call Center Infrastructure refers to the set of software, hardware, and network components enabling a call center to operate effectively, like LAN Network and VOIP Telephony. In contrast, call center technology typically refers to the numerous sets of technologies employed to enhance customer experience and operations in a call center, like automatic…
Categories: Call Center
Tags: AI, Artificial Intelligence IVR, Call Center Dialer Technology, Chatbots, Growing Role Of Social Media In Business