Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver efficient, scalable, and reliable voice technologies, announces two new releases for Blueworx Voice Response for Linux. The new releases provide enhancements for both on-premise and Blueworx Cloud solutions with the same secure, rock-solid stability and unparalleled scalability expected from Blueworx Voice Response.
Careful planning is essential when migrating your contact center to the cloud. Studying all of your current processes and developing a roadmap ensures a successful migration. Most importantly, you need to make sure that this roadmap preserves a positive customer experience during and after the migration has taken place. Starting out, it is best to consider all of the different technologies you use and how they impact your contact center. You’ll then have to test whether these technologies are going to work with your new cloud contact center.
Let’s take a close look at tips you can put into action to ensure a successful migration of your contact center to the cloud.
Offering the best possible customer experience requires more than staffing a contact center and waiting for calls to arrive. Increasingly, customers expect to be contacted proactively with the information they want and need. Businesses are realizing the benefits, both in terms of increased customer loyalty and actual cost savings.
Blueworx Voice Response 7 for Linux (BVR) continues to offer a highly scalable, reliable and flexible IVR platform, allowing the user to extend the customer journey beyond traditional capabilities.
We are pleased to announce the release of BVR 7.15 for Linux which provides significant enhancements for the operation of both on-premise and cloud environments through the control of the cache. Our new and more sophisticated method of caching resources efficiently handles the requirements found in real-time multi-application settings, providing granularity and flexibility.
The way people interact with businesses has been revolutionized the past few years, thanks to the innovative advances now available through conversational AI.
Conversational AI has allowed our contact centers to engage with customers more naturally than ever, fast-tracking them to resolution more quickly than interactions handled by traditional systems. A customer is no longer frustrated by complex menus and instead simply asks a question or speaks their need. A bot then responds and delivers the customer to where they need to go. Well-designed bots and virtual assistants engage customers more deeply and with more expertise, encouraging them to explore automated services that might otherwise go unnoticed and untouched.
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.
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?
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
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.
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.
Customer Contact Center
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