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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Benefits of Callback Option in Your Contact Center

A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors. Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones. However, all that effort goes to waste when customers feel upset and frustrated when they call into your contact center to resolve an issue – and have to wait and wait to talk to a representative.

One bad customer experience can lead to consumers dropping a business’s services and switching to a rival. Companies can make headway in reducing hangups by employing a callback option in their contact center.

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Agent Assist with Blueworx Voice Response for Linux 7.10
The Advent of Agent Assist

Artificial Intelligence is already transforming the contact center.  Customers are delighted that they are getting their business done more efficiently and companies are pleased to be saving money and time.  With AI interaction, we can provide a slick, natural, human-like interface. With AI knowledge, we can find the information the customer needs more quickly and accurately.

However, with the release of Blueworx Voice Response for Linux 7.10, we can now use AI in a new and exciting way – Augmented Human Agents.

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Trends in the Contact Center World – 2019

Blueworx is committed to providing the best service and support available by applying innovative thinking while finding creative solutions that will ensure we deliver the best applications and experiences possible. As we move forward on our mission to take customers on a journey that exceeds their expectations, we are excited to share a glimpse of new technologies and trends taking place in the world of contact centers in the upcoming year.

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Making Outbound Notifications Part of Your Contact Center Experience

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 artificial intelligence solutions into your contact center can create a more dynamic user experience for your customers.

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5 Tips to Make the Customer Experience Even Better

Innovative solutions specifically targeted toward contact centers that serve customers across numerous channels are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated customers, particularly during the holiday season. 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 five tips your contact center can follow to ensure your customers have positive interactions with your brand.

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Stop Kicking the Tires On Contact Center Transformation – It’s Time to Act.

Changes in the customer experience journey are happening fast.  There is no slowing down or stopping the convergence of technology and the increasing demands for quick, relevant and personalized customer interactions.  The stakes are high when it comes to the customer experience and it is not just the Contact Center that needs to take notice – the customer experience is a whole company issue.

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Creating a Better Customer and Agent Experience with AI

What if we could tell you the contact center can be better, faster, smarter and more successful in creating loyalty with your customers that is long lasting? Creating a better customer and agent experience has been a goal that businesses have been chasing for decades. It is finding the delicate balance between agent efficiency, self-service performance and customer expectations that continues to be the challenge for most businesses. How do you create a smarter experience for customers and agents without sacrificing something?

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