Achieving excellent contact centre performance has always been about ensuring smooth integrations with adjacent systems that agents utilise to serve customers effectively at the same time as accelerating and simplifying interactions with the right level of automation. The revolution catalysed by the pandemic that saw the call centre sector radically increase adoption of UC platforms has had a follow-on impact on adoption of automation and AI lead integrations. Teams contact centres have seen a growth in use of AI natural language processing to capture the intent of the customer and route them to the right department and the agent best skilled to deal with their request. Generative AI is also used more and more throughout the customer interaction, with content such as recordings, transcriptions, automated tasks serving as feeds for training/monitoring channels or being part of third-party integrations such as Salesforce flows or Now Assist from Service Now.
There has also been a shift from reactive interactions to proactive ones, whereby email/ SMS notifications are sent from the contact centre to provide the customer with updates on their request and follow up on previous interactions. People’s way of keeping in touch in their private lives has translated into a shift on all their interactions, we see more demand for WhatsApp/Facebook business accounts and other forms of omnichannel integrations such as chatbots or webchat contact centre embedded into websites.
“It sounds like a relatively straightforward interoperability assignment for an IT company to create integrations for the enterprise, but the reality is the migration to Teams and other platforms is happening so rapidly that demand for integrations is accelerating beyond the experience that many suppliers have amassed,” explains Andreea Trailer, a solutions architect at Resonate.
“It’s therefore essential for organisations that need to utilise applications and systems outside of Teams to ensure they choose a provider, such as Resonate, that is able to deliver integrations to the systems they rely upon to satisfy their customers and run their businesses effectively.”
Call centre performance relies on far more than smooth integrations. While these play an important part in making agents’ jobs less stressful and more productive, it’s also critical to abstract away as much of the repetitive tasks of contact centre operations as possible. Contact centre solutions with intelligent routing and AI integration capability achieve just that.
Tasks such as verification, triage should be automated based on business logic, generative AI can provide customer self-serving solutions so that agents can address more complex queries. This increases job satisfaction and results in longer employee retention as well as shorter call times, reducing contact centre congestion and increasing customer satisfaction.
To reap the benefits of automation in Teams contact centres, it’s essential that automations, CRM/SRM and AI integrations are designed alongside Teams. This allows data to be gathered in Teams, then processed and shared with non-Teams systems to enable holistic support for the customer without them experiencing a series of disconnected while the human agent logs in and out of multiple systems.
The challenge here is to bring it all together in an experience that is intuitive for the agent, correctly designed to enable automation across multiple systems, and invisible for the customer in terms of the experience they receive. “By properly designing and configuring the Teams Contact centre ecosystem, call centre operators can deliver an experience that is streamlined, efficient and easy-to-use for agents and customers alike,” adds Traila.
“Resonate’s approach is to combine our Microsoft Teams experience with our in-depth interoperability capabilities to ensure not only that customers’ systems and apps integrate smoothly with Teams but that the integration is so effective that automation can be fostered across the Teams and non-Teams landscape.
It’s really about enabling automation of contact centre processes and alongside meaningful integration of AI processes across the entire contact centre technology landscape.”
Andreea Traila is one of the speakers in an upcoming Resonate webinar titled ‘Supercharge your Teams Contact Centre with AI’. Register for the webinar here.
from UC Today https://ift.tt/udmhlqL
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