Therefore, as long as they have a stable internet connection and all the right login details, employees can do the same job from home. Working from home cuts the commute to and from work. It can provide a better work-life balance which, according to research from online job recruiter Zippia, increases employee morale, employee retention rates and the overall health of employees. Whether you’re considering remote options or not, there are numerous ways that cloud telephony and AI can improve contact center workflows. One of the most prominent improvements of using cloud and AI technologies in a contact center is the quick and reliable customer interaction it facilitates. AI can give fast and accurate responses to customer queries across a range of channels. This includes web chat, emails and apps. What’s more, it also can be harnessed for voice calls. Many call centers have a database of common issues and solutions. Additionally, they have systems where information is provided based on an inputted keyword. AI rapidly sifts through these databases and presents the appropriate information to the agent. The agent can then quickly relay this back to the customer, thus improving efficiency by reducing the time spent on each call. The process of collecting and analyzing data is behind every successful online business. When you collect and analyze data, you can gain information and insights that wouldn’t be possible without it. AI is all about processing data. The combined use of cloud telephony and AI together allows the AI to pick up patterns in customer queries. By extension, a company can discover customer pain points with their products or service. For example, a company may receive many phone calls asking for tracking information. As such, making tracking information clearer and more accessible could save the business time and money because of the reduced need to be contacted. AI keeps track of each customer’s buying behavior and communications. It can assess future behavior, making the company better able to tailor marketing efforts to individuals. More still, call center agents can use speech analytics in their telephony setup. This is a type of AI that listens to a phone call after it ends. It analyzes the customer’s tone of voice to evaluate their attitude throughout the phone call. It can learn patterns from this to detect when a caller is annoyed, for example. Simple Integration Lots of applications can be integrated into cloud telephony and AI. While integrations can be time-consuming — and even challenging — for onsite setups, cloud-based solutions are specifically designed with application integration in mind. This means an organization can seamlessly connect its AI and telephony system with solutions such as calendars, email accounts, helpdesk software, chatbots and CRM platforms. This saves agents a lot of time switching back and forth between applications. It also further demonstrates how these systems facilitate a home set-up, as it helps create a more accessible set-up that is indistinguishable from onsite operations. For contact centers taking on the challenge of adopting AI or considering remote or hybrid options, cloud telephony and AI go hand-in-hand. These technologies can optimize performance and productivity and can save users valuable time by assisting with customer queries quickly and efficiently. AI diligently gathers data that companies can use to improve their business, services and customer interaction, as well as being available from anywhere. The bottom line is that cloud telephony and AI can be utilized to greatly improve a customer experience team’s workflow. It is a flexible, adaptable and scalable contact center solution. J Grace Lau is the director of growth content at Dialpad, an AI-powered cloud communication platform for better and easier team collaboration How has your call center benefitted from conversation intelligence? Source: Obser ve.AI 98.8% strongly agree or agree it has created more transparency in their contact center 97.7% strongly agree or agree it has enabled better agent coaching 92% strongly agree or agree it has helped improve agent performance programs 92.1% strongly agree or agree it has helped improve their ability to engage with customers 95.5% strongly agree or agree it has helped them assign agents to the right tasks 94.3% strongly agree or agree it has helped bring down overall operating costs 93.2% strongly agree or agree it has helped improve their products or services 97.7% strongly agree or agree it has helped them make strategic business decisions Strongly agree Agree Not sure Disagree Strongly Disagree Frequency of communications sent according to frontline workers and manage Source: Deskless; the Starr Conspiracy 13% 9% 11% 13% 12% 10% 12% 11% 21% 14% 12% 13% 17% 20% 21% 21% 21% 20% 13% 13% 18% 22% 25% 22% 23% 22% 19% 20% 21% 14% 1 Recognition Cultural initiatives Safety/protocol updates Updates on sales initiatives or other contests HR N ws Updates on products or services Updates on sales or promotions Company updates Shift and sheduling updates Every day A few times a week About once a week A few times a month On 23 REMOTE WORK SOLUTIONS rwsmagazine.com
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