There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that artificial intelligence can be used in the modern contact center.
Remember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn’t exist. With the pace of change and the proliferation of software tools today, it’s no surprise that we tend to look for the “easy” solution to the tough problems. Increasingly, I’ve seen organization after organization chase the next “magic bullet” solution – only to end up with a collection of disjointed tools that almost work together, but not quite as advertised. Sound familiar?
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Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding more automated call systems. Integrating an outbound notification solution into your contact center can create a more dynamic user experience for your customers.
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Contact center administrators have two masters to answer to when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are rightly nervous about falling victim to credit card fraud or identity theft. Businesses who fail to maintain a secure environment for processing, storing, and transmitting credit card information face severe and lasting consequences. The issuing card companies can not only suspend their privilege to accept their cards, they can also levy monthly fines ranging from $50 to $90 for each card compromised. And since the fines are retroactive, the offending business is on the hook for all the months their customer data was endangered.
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Serving customers across numerous channels in contact centers with innovative solutions are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated customers, particularly during seasonal surges. To ensure a superior customer experience is delivered, it is imperative to have a strategic plan in place. The goal is to leverage technology so that a seamless, efficient, and enjoyable contact center customer experience can be achieved no matter the channel of communication being used. Here’s a look at some pointers your contact center can utilize to ensure your customers have positive interactions with your brand.
Keeping a call-center running smoothly can be challenging for even the largest enterprises. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving pain points experienced by both groups.
Waterfield Technologies and Bright Pattern partner to deliver a comprehensive approach to application lifecycle management for Interactive Voice Response and omnichannel self-service solutions.
Tulsa, Oklahoma – October 09, 2018 – Waterfield Technologies, a leading enterprise software and professional services organization providing voice and mobile solutions that drive customer engagement, today announced a partnership with Bright Pattern, a leading provider of enterprise contact center software. The partnership will deliver an enriched customer experience through comprehensive omnichannel self-service technologies across all industries.
Together Delivering Innovative Contact Center Solutions
Tulsa, Oklahoma – October 4, 2018 –Waterfield Technologies (WTI), a leading enterprise software and professional services organization providing voice and mobile solutions that drive customer engagement, today announced the acquisition of PDT Communications, a leading provider of contact center solutions that enhance the customer experience and offer a robust legacy of success and growth within the industry.
Together Waterfield Technologies and PDT Communications will enrich their first-class delivery of services and innovative applications by leveraging the combined knowledge and experience of both organizations. PDT Communications brings a long history of implementation, delivery and support focused services within the contact center market. With over 40 years of combined expertise, PDT Communications has delivered innovative solutions to mid-sized businesses within Fortune 500 companies, Governmental agencies and the Department of Defense as well as throughout the expansive SMB marketplace.
If you have not updated the way that you do business in your Contact Center recently, then you likely are not providing a modern customer experience. Ensuring that you are delivering an experience that your customers need is critical to future growth and satisfaction.
Automation has always been part of the contact center world – and it is getting even bigger with the addition of chatbots. While they are in a basic stage now, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs such as 2+2 = 5. But over time, patterns are established that make chatbots “intelligent” – smart enough to take on more and more complicated tasks.