Reshape Call Center

Technologies Re-shaping Call Center Services

by Sachin Kaushik,on Sep 17,2019

Modern technologies make call centers more effective, cost-productive and customer-centric. Companies that deny technological progress and do not implement the risk of the new feature losing the game . In the last couple of years, to keep up with the changing needs and behavior patterns of buyers, Contact Center technology has evolved considerably. We take a closer look at some of the latest trends in the field.

CHATBOT

A Chatbot is artificial intelligence (AI) software that can simulate a conversation (or a chat) with a user in natural language through messaging applications, websites, and mobile apps or through the telephone.

Why are Chatbot important? A Chatbot is often described as one of the most advanced and promising expressions of interaction between humans and machines. However, from a technological point of view, a Chatbot only represents the natural evolution of a Question-Answering system leveraging Natural Language Processing (NLP).

Chatbots are self-help tools for improving communications. Brands can use it to improve their customer’s experience, to generate more sales and build a deeper rapport with customers. They allow your customers to easily interact with your brand through stimulated conversations. Chatbots are changing the way brands interact with their customers, and when the chatbot is of a high quality, those changes are usually positive.

Omni Channel Communication - Having an effective customer complaints management system in place is a matter of good business practice for any company. Quick and efficient complaint handling can reduce shipments of products, lower labor costs, and reduce downtime. These non-conformances can be better managed by implementing an automated customer complaint management software solution. People interact with businesses every day across multiple channels like email, phone, chat, and social media. It can be possible with Email Integration, SMS Integration, Whtsapp Integration, Twitter Integration, Facebook Integration, LinkedIn Integration. Aria Telecom brings all this together in one beautifully simple platform, enabling you to create more meaningful, personal and productive relationships with customers.

Cloud Telephony-

As cloud computing has become a reality for everyone, more business will take advantages of development in 2019. They will able to streamline their operations, reduce hosting expenses or costs, have enhanced storage, enjoy faster loading capacity and retain more users or customers. It is expected that there will be massive development of mobile apps over the cloud to meet the demands of businesses in the new year.

Cloud telephony is the technology that moves your business phone system to the cloud. It is the smartest way to manage business calls without compromising on quality and cost. Cloud phone systems ensure businesses have scalable and reliable access to unified business communication without any burden of setting up infrastructure.

For most businesses, voice communication is a critical aspect of dealing with customers, and vendors - Unlike email and other communications, voice can often make or break a deal. It’s used for the most critical work, and when it comes to CRM, can impact your customers’ experience more than anything else.

Big Data & Artificial Intelligence

There is a common notification that the customers hear when they dial a company number: “Your call may be recorded for training and quality purposes”. Only now companies are starting to realise that these recordings mean more than just employee training and quality checks. The advent of natural language processing technologies allows contact centres to improve their automated system to direct the customer`s call to a specific department not only based on a particular keyword but on a complicated sentence in which the customer explains their issue.

Internet of Things (IoT)

The importance of integrating IoT extension of internet connectivity into the business functions. IoT devices look forward to providing solutions to problems efficiently through AI, which will help in reducing human interactions by going more artificial. Call center organizations want services, where a reliable partner deals the customer queries and IoT provides the best platform to ensure customer satisfaction.

The future of IoT seems to bring numerous benefits for the business industry, as the reduction in the need of human interactions will undoubtedly provide accurate and on time answers to customers through AI with boosting customer satisfaction.

Technologies Re-shaping Call Center Services

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