Enhance CX By AI-Enabling Your Contact Center

June 16, 2021 // Product

The way contact centers leverage technology has changed in recent years. Of course, as the tech landscape continues to evolve and advance, companies are always updating their tools to keep up. However, in the past, automation was thought of primarily as a tool to save time and money. Now, the focus has shifted to how it can improve customer satisfaction and enhance the overall customer experience.

The Rise Of CX

As smartphones and social media have become more and more prevalent in our society, the importance of creating a great customer experience has risen in tandem. Consumers have gained a voice and a platform, and companies are on display now more than ever, creating pressure to cater to the needs of their customers or risk backlash that could damage their brand.

Advancements in tech have allowed executives to optimize their operations to cut costs and increase productivity, but cost savings and productivity alone are not enough to ensure success in the current market. As cloud communications and machine learning have grown in usage and popularity, contact centers now find themselves with powerful AI tools they can leverage to gain insights and improve customer satisfaction. In order to stay relevant, turning your back on these tools is not an option.

Enterprise executives cite customer experience as the number one reason they are investing in AI. Chances are, your competitors are doing it. So, why wouldn’t you?

AI And Communications

Before we talk about AI, it’s important to touch on the communications infrastructure itself. Telecommunications are at the foundation of any contact center. The way your communications infrastructure is set up plays an important role in how easy it is to add new features, integrate tools, and uncover insights.

Any contact center’s communications infrastructure, including their CRM or helpdesk software, has inherent limitations when it comes to AI enablement. Buying decisions from the past, vendor lock-in, and cost constraints can severely impact your ability to adapt. It is critical to choose a provider who offers the flexibility, features, and customization that you need in order to AI-enable your contact center communications.

The last thing you want is for the limitations with your current setup to completely preclude you from using the AI tools you want, or to be in a situation where you aren’t getting the support you need to integrate your AI tools smoothly.

In an ideal world, you could bypass the limitations of your existing infrastructure and enable AI through smart software solutions. At Voxology, we aim to help contact centers do just that. Our team can partner with you to understand your current setup. From there, we can offer the features and services you need to enable AI using your existing infrastructure, allowing you to reap the benefits of AI without completely overhauling your systems.

Benefits Of AI-Enabled Communications

It’s not surprising that the market for call-center AI technology is expected to increase from $800 million, in 2019, to $2.8 billion by 2024. As machine learning improves and more and more AI tools are built, contact centers are discovering a variety benefits, including:

Quicker, More Streamlined Service // By the time a customer speaks to an agent at a contact center, the agent already has their name, information, and reason for calling through passive data collection. With this information, the agent can provide support more rapidly.

  • Customers are becoming more and more accustomed to swift and smooth service experiences and will notice when they feel like companies are wasting their time.
  • Passive data collection saves your employees’ time, increasing overall productivity.

More Anticipatory Service // The more insights you can gather about your customer interactions, the more you can inform and contextualize their future interactions. This allows you to set your teams up for success in a variety of areas.

  • Using the ability to gain insights around tone and speech patterns in real time, you can get a supervisor on the phone quicker to de-escalate when a customer is frustrated.
  • Creating a unique profile of each customer will allow you to more accurately predict any future issues that might arise so that you can proactively provide resources and information to support the customer rather than being reactive.

Real-Time Transcription and Analysis // Stream phone call audio in real time to analytics tools or to a transcription service.

  • Segment voice (or messaging) communication from customers based on certain keywords.
  • Draw insights about the effectiveness of your team’s communication in order to optimize toward approaches that are most effective.
  • Get speech to text in many languages and quickly translate call audio into another language for international support.
  • Prompt your agents in real time, based on compliance or strategies that are important to the business.

Reduced Churn and Increased Customer Satisfaction // Log information like how many times someone has called about a specific issue or used a certain word or phrase. Using AI insights to better inform trends, you can see who is at risk for cancelling their membership or service.

  • Gain a better understanding of your customers and common pain points.
  • Leveraging AI algorithms, you can score your customers to more accurately predict churn rate. This data allows you to provide personalized promotions and retention offers in order to be proactive in retaining customers.

Why Build With Voxology?

Market leaders across a variety of verticals choose Voxology as their telecommunications backbone. We provide the support, documentation, and starter guides to replace your existing telecom infrastructure, allowing you to elevate and maximize your communications.

Leveraging our next gen communications services and personalized support, you can build new features to enhance CX using the tools below:

  • SIP Termination // Ensure that your calls are getting placed on the best carriers in the world.
  • SIP Origination // Search a massive inventory of instantly provisionable local and toll-free phone numbers based on vanity, prefix (NPA-NXX), city/region, LATA, Rate Center, or postal code.
  • Media Stream // Analyze the audio of phone calls and provide real-time insights using your own AI algorithms.
  • Interactive Voice Response (IVR) // Use our Voice API to build intelligent phone trees and dynamic menus using DTMF and/or speech recognition.
  • Automated Message Delivery // Use our SMS API to send alerts, reminders, and notifications.
  • CRM Integration // Enable and log more customer communication.
  • SMS/MMS // Enable text messaging on your toll-free and local phone numbers.
  • Conferencing // Connect two or more people in a single conference.
  • Phone Number Information Lookups // Get instant access to the information behind a phone number like caller id name, carrier, line type, etc.
  • Call Recording // Provide optional call recordings based on customer preference.
  • Disaster Recovery // Set an inbound failover destination should your network go down.

Companies who have applied AI algorithms and advanced data analytics have been able to reduce average handle time by up to 40 percent and cut employee costs by up to $5 million, all while increasing customer satisfaction.

When deciding to AI-enable your contact center, choosing the right communications partner is crucial to the success of the rollout and your overall operations.

Want to learn how Voxology’s communications services can empower your AI efforts?

Speak with a Voxologist

Stats & Data Research Sources