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Advanced Support for Artificial Intelligence Bots

One of the cornerstones of Blueworx development is to be technology agnostic, giving customers the freedom and flexibility to choose the best complementary products and services for their particular application.  In line with this vision, we have developed connectors to two speech engines – Amazon Speech and IBM Watson Speech.

When we initially designed the modular application framework in Blueworx Voice Response for Linux (BVR), we focused on a design for architecture that could be expanded over time to take advantage of new 3rd party products and services such as AI and speech.  Our recent updates take advantage of this architecture to provide connectors to new speech services.

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Your Contact Center in the Cloud – Consider Better UX

Are you contemplating the BIG decision move your contact center to the cloud? There are a lot of factors to consider when taking this step and one of the most important is this:  have you taken into account how the transition will impact the customer experience?

When it comes to the customer experience within your contact center, you should put yourself in the shoes of the customer. You must think about the ways in which the customer will use the services offered and how they will interact with those services. Also important to consider is what the customer expects from the call center and whether you are meeting those expectations.

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4 Steps to Building Your AI Strategy

Experience partnering with organizations in the early stages of AI has uncovered two recurring perceptions of how it applies to the contact center. The first perceives artificial intelligence as the solution to every business challenge, and then there are the healthy skeptics that see AI as too expensive, out of reach, and overly complicated for their environment. As you’d expect, there is a bit of truth to each perspective, with reality living squarely in between.

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Credit Unions – Take Member Experience to the Next Level

Building loyalty, meeting higher than ever service expectations and differentiating products and services from your competition are challenges that every Credit Union faces today. Searching for ways to take the member experience to the next level is constant as you seek to build better interactions that delight and grow your membership. We know the battle for members is fierce, and there are  products and services available to help you.

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PCI Compliance in the Contact Center

Administrators of Contact Centers have 2 major bosses when it comes to maintaining a secure credit card environment:  the companies that issue the cards and customers who are 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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Healthcare – Mobile and Self-Service Options for your Contact Center

Customers expect businesses to provide quick, convenient ways to access information and manage routine transactions.  The banking, travel and retail industries have embraced mobile and self-service technologies to satisfy their customers wish for efficient ways to communicate.  Healthcare can also benefit from these solutions to optimize the patient journey from beginning to end.

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Blueworx Authentication Service Fights Fraud and Improves Customer Experience

Traditional caller authentication methods often require the customer to provide seemingly endless ‘secure’ information to prove their identity, creating a slow and frustrating user experience. And as fraudsters continue to evolve and develop new ways to scam, these antiquated means of securing personal data and transactions have become less and less efficient. The Blueworx Authentication Service works behind the scenes to go beyond standard knowledge-based verification, creating an innovative, multi-dimensional approach that accurately evaluates each call at every stage of the customer journey- from its start until agent interaction.

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Your Contact Center in the Cloud

What does moving your Contact Center to the cloud mean to the customer?  Are there benefits?  Calling into a contact center is never a favorite task of anyone.  We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is available or even worse, enter into a seemingly endless series of menu choices while trying to solve our issue. Could a move to the cloud alleviate some of the problems in an overwhelmed contact center?

We suggest that yes, the solution to some of the problems in your contact center is to move it to the cloud. We know that this migration can save money.  Can it also actually improve your customer experience? A recent study by the Aberdeen Group indicates that customers are more pleased with their service when dealing with an efficient cloud contact center. In fact, it showed abandonment rates were significantly lower in cloud contact centers compared with traditional call centers, with just 4.5% of calls abandoned.

Why Do Customers Hang Up?

As previously mentioned, customers often don’t want to be calling into a contact center in the first place so there is already a bit of frustration. Add in long hold times or being transferred from agent to agent, having to explain your reason for calling over and over again and its even more obvious why there are so many lost calls.

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Smart, Dynamic CX in the Modern Contact Center

You cannot get around it – contact centers must modernize their operations to remain competitive in the current 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.

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Chatbots – An Attractive Option for your Contact Center

Contact Centers are transforming to keep up with the needs and demands of customers.  Automation has always been part of the contact center world – and so it is no surprise that chatbots have been added to the mix.  Since they were introduced, 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 1+2 = 4. But over time, patterns are established that make chatbots “intelligent” –  and smart enough to take on more and more complicated tasks.

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