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5 Cloud Contact Center Trends to Watch in 2020

With 2020 upon us, it’s safe to say the cloud contact center has arrived. Over 70% of businesses already have their contact center in the cloud or at least have plans to start the migration this year.

What follows are the most important trends you need to know to ensure your cloud contact center stays on the cutting edge. The technologies supporting these trends will help you create the most engaging experience possible for your customers.

1. A real omnichannel experience provides even more ways to communicate.

A true omnichannel experience allows customers to move seamlessly from one channel of communications to another without skipping a beat. Achieving this requires working with a provider that offers true omnichannel support. TCI’s implementation of Mitel’s MiCloud Connect Contact Center, for example, allows your customers to communicate effortlessly with your agents as they navigate between voice, web, text and other options without losing any of their information or having to repeat themselves.

2. Artificial Intelligence delivers training and assistance. 

Although AI already has begun to transform cloud contact centers, planned investments mean the technology will have an even bigger impact in 2020. The technology brings real-time training and coaching through virtual agent assist. Virtual agents are AI-powered chat bots that monitor interactions between agents and customers – even if the conversation moves between channels – to provide guidance and training for the agent in real time.

3. Analytics play a more powerful role.

Contact centers have long been collecting data on customers, but the information is useless if it isn’t properly analyzed and applied. This is where AI makes all the difference. The use of natural language processing (NLP) interprets data and provides analysis around why customers contact you, ways you can improve your products and services and how you make information available to customers. Since these insights are created in real-time, you can respond and adapt to customers’ preferences quickly, increasing loyalty while staying ahead of the competition.

4. Self-service expands. 

Customers don’t want to get stuck in a queue or wait for a human agent – especially when they have a simple question about a product or service. Chat bots allow customers to get answers to basic questions and FAQs. They also free up human agents to focus on more complex queries and keep wait times down for those who really do need to speak to a live agent.

A key differentiator in 2020 will be the provision of chat bots that create a smooth transition when a customer needs live support. Smart bots route customers to an agent with the appropriate level of expertise and provide agents with a full history of the customer engagement. This saves customers from having to repeat themselves and enables agents to pick up exactly where the chat bot left off.

5. The rise of the remote contact center workforce.

Cloud contact centers have ushered in the ability to maintain a remote contact center workforce, without the need to offshore calls to a third-party vendor. With a cloud contact center, agents can be dispersed throughout the country, putting them closer to your customers. The money saved on office space and other overhead can be applied toward hiring local talent that can provide localized service. “Homeshoring” improves customer satisfaction, and this trend will continue in 2020.

Putting these cloud trends at the center of your contact center plans will help you meet your customers’ expectations for a stellar experience.

Contact us today at (703) 321-3030 or info@tcicomm.com.

 

 

How Real-World AI is Transforming the Fast-Paced World of Contact Centers

Thanks to Hollywood, it’s easy for many people to think of artificial intelligence as a sentient, self-learning technology that inevitably runs amok with the intent of wiping out humanity. This makes for fun movies, but what about the practical applications of AI in the real business world?

AI enables a computer or application to perform tasks commonly done by human beings – such as carry on conversations, discover meaning, and generalize or learn from past experiences. So, it should come as no surprise that AI is becoming a valuable tool in Contact Centers where such tasks have traditionally been carried out by human Agents to assist customers.

With more businesses looking to leverage AI’s capabilities, Mitel has partnered with tech leaders like Google to deliver AI-driven improvements across their core contact center solutions…

AI-enabled Chatbots accelerate Implementation

With a traditional chatbot, a contact center team is responsible for predicting what their customers are going to ask, and painstakingly scripting each interaction. With AI in the mix, the customer is connected directly to your company’s knowledge base, simplifying and shifting chatbot implementation time from months to days.

Natural Language Processing enables Virtual Agents

Using natural language processing, an intelligent customer experience solution understands what your customers are saying, chatting or texting – without requiring specific phrasing – and a virtual agent responds in real-time – whether a human agent is available or not.

Whenever the virtual agent reaches a question or situation it cannot handle, it can involve a human Agent in the conversation and feed its conversation details directly to that Agent.

Machine Learning improves the Customer Experience

Leveraging machine learning, the AI solution will continue to observe the customer-agent interaction, suggesting relevant options or content to the Agent and monitoring which responses come to a successful conclusion. This real-time coaching from AI Agent Assist results in more accurate, more responsive follow ups and an improved customer experience.

Webinar recap: The Intelligent Contact Center [57:30]

This in-depth webinar will show you how AI provides valuable insight into customer behavior so your contact center can deliver the best customer experience every time.

Among the topics covered:

  • Utilize IVR and CRM data to intelligently route incoming calls, offer predictive recommendations and drive up first call resolution
  • Save time and money by automating responses to common queries, improving resolution time and customer satisfaction (CSAT) scores
  • Identify trends, monitor performance and unlock deep insights into agents and customers

Video Demo: AI in the Contact Center [4:56 min]  

This video overview shows how Google AI & Mitel technology…

  • Uses the virtual agent chatbot and AI analytics to respond to common customer issues
  • Stays with each call, SMS or chat to find the best information for each customer
  • Learns what works and what doesn’t to improve future customer interactions
  • Simplifies agent workflows with smart virtual agent assist

New use cases will continue to emerge as the technology becomes more advanced. That means the definition of AI will continue to evolve, and you’ll want to keep pace to reap future business benefits.

Ready to improve your customer experience with real-world AI now? Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

 

Chatbots Are helping Small & Mid-Sized Firms Compete With Big Businesses

Small and midsize businesses are regularly challenged to compete with enterprises that have deeper pockets, larger contact centers and more options to serve their customers.

By embracing chatbots, smaller firms can improve their Customer Experience and compete head-on with larger companies. Here’s how…

  • Basic question-and-answer functions. When customers start an online webchat they can get routine information such as overnight mailing addresses, product information, links to knowledgebases and physical location hours. Customers get their information faster – via their preferred device – and your business doesn’t need to rely on more costly employees to answer basic questions.
  • Addressing complex, customer-specific inquiries. These include looking up account balances, linking to extended warranty terms and scheduling service calls. The chatbot asks for information to confirm customer identity and then accesses the appropriate database, knowledgebase or apps to complete the request.
  • Delivering scripted information. By directing a customer to a chatbot, companies can ensure there is no human error that may result in potential industry compliance and regulatory liabilities.
  • Making recommendations. By asking customers a few questions, the chatbot can make product or service recommendations, thereby increasing sales. Further, analytics tools can track customer preferences and make proactive recommendations in the future.
  • Assisting human agents. Chatbots also can listen to conversations between agents and customers, offering real-time suggestions on upsell opportunities. Or, if a customer becomes upset, the chatbot can summon a supervisor to join the call.

Once trained and implemented, chatbots cost roughly 10% to 20% of a human agent, and leading AI platform vendors like Google, IBM, Amazon and Oracle are teaming up with contact center providers like Mitel to make chatbots even more intelligent.

Looking for more innovative ways to improve your customer service? Contact us today at (703) 321-3030 or info@tcicomm.com.

 

Mitel Integrates with Google Cloud Contact Center AI to Deliver More Insightful Customer Experiences

Mitel has announced an integration with Google Cloud’s new Contact Center AI that will improve your company’s customer service experience, as well as the productivity of your contact center.

Contact Center AI is a simple, secure, and flexible solution that allows enterprises with limited machine learning expertise to deploy AI in their contact centers.

Key features of Mitel’s integration with Contact Center AI include new capabilities you can use to offer smarter, more personalized agent/customer interactions.

  • AI-Powered Virtual Agent – Enables your customers to self-serve with the help of an intelligent chatbot equipped with product and service information.
  • AI-Powered Agent Assist – Enables a customer inquiry to be easily transferred to a live agent with full context of the virtual agent conversation and continuous AI support to provide the agent with real-time research and coaching.
  • AI-Powered Analytics – Provides another layer of intelligence and insight to enhance your offerings and further elevate your Customer Experience.

Let’s talk about upgrading your Mitel contact center with AI. Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

Are You Getting the Full Value Out of Your CRM Platform?

Getting the most out of your CRM requires that you integrate it with your Business Voice applications. Almost all of the popular CRM services on the market seamlessly integrate with Mitel’s systems. Using a customized CRM? Our experienced development team can bring your customer data, phone system and call center together.

When your CRM is integrated with Mitel’s MiVoice or MiContact Center, for example, the contact’s personal details can be set to pop-up on your phone or computer screen. Imagine how much time will be saved when your people don’t need to search for important information like customer preferences and details on past transactions.

Enhanced call functionality like click-to-dial, automated call logging, intelligent dialing, and screen pops and transfer can all be enabled and integrated with your customer data.

Bringing CRM and Voice together makes every employee and contact center agent in your business significantly more productive, while improving the calling experience for your customers.

Let’s talk about connecting your CRM to your phone system and contact center. Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

10 Contact Center Tools You Should be Using… But Probably Aren’t

You may think you are running an efficient and cost effective contact center, but there is always room for improvement when it comes to the Customer Experience.

Mitel recommends adopting the following capabilities to help boost productivity, ensure resiliency, and improve the efficiency of your contact center…

  • Cradle-to-Grave Lifecycle Reporting
  • Customizable Reporting
  • Agent Forecasting
  • Schedule Adherence Monitoring
  • Interactive Agent, Queue and Call Control
  • Self-Service Interactive Voice Response
  • Outbound Dialing
  • Social Media Monitoring
  • Disaster Recovery
  • Contact Center as a Service

Learn more about these essential tools… Download the 4-page Mitel whitepaper

Ready to empower your contact center team? Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

Meet Your Customers Where & How They Want with Omnichannel Contact Centers

The term omnichannel refers to connecting your customers to your business across all available channels – web, voice, smartphones, social media, PCs, email, text, etc. – with a consistent experience and message.

In our digital world, customers want to choose the method of contact that makes the most sense for them at any given time.

Using new technology, a well-executed omnichannel Customer Experience connects the dots between each available channel. To keep pace with this trend and increase your customer loyalty, Mitel’s MiContact Center solutions provide the tools your business needs to deliver a smooth Customer Experience across all media types.

Empower your Contact Center Team

  • Set your customers’ expectations and guide their actions, offering helpful information like their wait times for inbound calls, emails, Web chat and callbacks.
  • Online access to real-time and historical reports provide the insights you need into daily operations and agent performance.
  • When it comes to control and coaching, a simple interface provides a single point of administration for configuring omnichannel workflows.

Mitel’s portfolio delivers everything your small or big business needs…

  • MiContact Center Solidus: A rich suite of seamlessly integrated Unified Communications and Collaboration (UCC) and contact center applications for intelligent interaction in your enterprise.
  • MiContact Center Workgroup Edition: Designed for the MiVoice Business platform, this solution helps your informal contact centers deliver excellent customer service.
  • MiContact Center Enterprise Edition: Designed for the MiVoice Business platform, this solution is ideal for sophisticated contact centers of all sizes.
  • MiContact Center with Skype for Business (formerly Lync): The only true end-to-end multimedia contact center today that utilizes both Microsoft back-office and desktop solutions.
  • MiContact Center Business: An enterprise-grade, omni-channel customer experience management platform designed to power your customer-centric organization.

Ready to meet the omnichannel demands of your customers? Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

A Fresh Look at Skills-Based Routing in your Contact Center to Improve the Customer Experience

The concept of skills-based routing has been around for as long as there have been call centers – connecting in-bound callers directly to the subject matter experts that can get the job done right on the first call.

New considerations driven by Digital Transformation

Historically, when businesses thought about skills-based routing in their call centers, they typically would organize their groups, and their skills, based on the line of business that the agent would be answering for, or the product line that the agent had expertise to handle. But, in fact, there’s a wide variety of skills that also need to be considered, such as:

  • Business skills like ordering, fulfillment, support and services
  • Industry skills like specialized training or certifications
  • Language skills
  • Passive soft skills
  • Authority for escalations

The Essential Role of Text, Email & Social Media in your Contact Center

In addition to connecting customers to the right people, you’ll want to enable your team to interact with customers over their preferred media. You can exploit new digital communication technologies to improve the customer experience by adding email and web chat interactions, as well as SMS and social media messaging. Of course, all of this adds layers of complexity as you begin enabling new tools and programming routing workflows.

Let TCI simplify the process

Our experts can show you how holistic skills-based routing – enhanced with the latest digital communication technologies – can empower your call center to serve your customers better than ever. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

How Mitel-Powered Contact Centers are Evolving to Improve the Customer Experience

While voice-based channels remain the primary communication method with customers today, consumers are increasingly expecting, even demanding, to interact with companies through alternate methods such as text, web chat, email and other social media tools.

This means that every company MUST become as fluent in these emerging media channels as they are with voice communications today. That’s where TCI and Mitel’s Contact Center Solutions come in…

  • Multichannel Contact Center Solutions give customers the flexibility to choose the method of contact that makes the most sense for them at any given time, while giving your organization the ability to provide the same prompt, informed customer experience across all channels.
  • Outbound Contact Center Solutions provide tools your teams can use to proactively reach out and execute campaigns efficiently. Information is delivered right to agents as they make calls, increasing the chances for successful interactions.
  • Inbound Contact Center Solutions allow agents to efficiently handle calls and perform common actions using fewer steps and with reduced errors in call processing for an optimized customer experience.
  • Workforce Management and Recording Management Solutions allow you to plan, forecast and schedule agents to increase operational efficiency. A variety of tools help monitor, analyze and enhance individual and group performance.

For more information about Mitel’s Contact Center Solutions and how they can improve your business, contact us today at (703) 321-3030 or info@tcicomm.com.