Contact centre and front office
Let automation handle mundane contact centre and front-office tasks
Contact centre and front office
Let automation handle mundane contact centre and front-office tasks
So much contact centre work is repetitive.
It’s essential but takes time. Limiting the customer experience and adding layers of administration for team members to deal with. Intelligent Automation can tackle this for you, managing laborious day-to-day processes which then frees up your employees to do bigger and better things at work.
“60% of customer service professionals say that most of their recommendations for the next best action are automated. “
There’s more to contact centre automation than chatbots
Intelligent Automation has more potential than most people imagine. Of course, chatbots have changed digital customer contact, but there are many other ways to use automation to support contact centre advisers and enhance the customer experience.
We can help you implement:
- AI-assisted search to find answers faster in existing knowledge bases
- Interaction analytics to examine what the customer said and provide advisors with real-time prompts
- Auto-population of customer data between various systems
Empowering employees
Work becomes tedious when you have to repeat tasks again and again. And lack of integration is often a common feature in contact centre infrastructure. We can help connect your systems so that data only has to be entered once before being automatically processed across your infrastructure.
Compliance obligations
Our solutions can help regulated businesses with contact centre compliance too, by:
- Automating delivery of essential scripts
Whether pre-call or before payment is taken, the easy way to ensure that the proper scripts are delivered is by automating them.
- Using speech analytics for compliance monitoring
We draw on the insights from analytics solutions to alert advisors and managers if crucial terms are missed.
- Alerting advisors to potentially vulnerable customers
Again, we can interact with speech analytics solutions to flag to advisors if the customer’s words indicate they may be vulnerable – so the advisor can adapt.
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