Contact center automation refers to the process of letting technology take over repetitive and manual tasks. Ranging from RPA (Robotic Process Automation) to conversational (voice and chatbot) assistants, the whole landscape of contact center processes is getting transformed.
Here are ten ways why contact center automation merits our attention and has proven itself to be the future of contact center customer communication:
For more information:
Url: https://www.novelvox.com/
Email: marketing@novelvox.com
Phone No: +18885448081
Customer support is a valuable part of managing a modern business. What is call center organizations with medium-to-large customer bases frequently making use of a centralized answering services company to deal with customer support issues?
Gartner defines the call center as a “department by which employees receive making high volumes of phone calls” with internal customers (for example helpdesks) and exterior customers (customer support and support).
Call centers have numerous purposes, including:
Customer service and support
Account management
Market research
Telemarketing
Billing
Get your free whitepaper at https://ap.pn/2M6sDs4
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
-- The growing complexity and number of communication channels
-- New and evolving regulatory compliance requirements
-- Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers™, redefining the customer experience—and business value they bring to the organization.
Download the whitepaper for insight into how organizations are building next generation contact center applications. https://ap.pn/2M6sDs4
The best companies always do two things; everything they can to save money, which helps improve the bottom line, and secondly, focus on customer satisfaction.
Despite this, many organisations still struggle to implement successful customer service programmes.
Research shows that organisations lose more than N34.6 trillion annually due to poor customer service.
What then is the solution?
Contact centre outsourcing. It not only saves you money but also improves your customer satisfaction levels and, critically, your brand reputation – when done rightly.
So, how can you leverage the expertise of a highly-skilled contact centre service provider to deliver a first-class customer experience?
In this deck, you will learn how to outsource your customer service strategy to a highly-skilled third party. You will also learn;
• Why the most successful organisations are outsourcing their contact centre function
• The features you can leverage in a state-of-the-art contact centre
• Key qualities to look out for when choosing your contact centre outsourcing service provider.
Anything used by a call center to boost its productivity can be named as Call center Solution. These solutions can be integrated with the existing businesses and are lightweight. The most important thing for them is their scalability. It can be integrated with small businesses as well as with enterprises .A quality call center solution provides customer insights, streamlines workflows, and improves customer relationship management. The most common type of call center solution includes automatic call distribution and predictive dialing.
Anything used by a call center to boost its productivity can be named as Call center Solution. These solutions can be integrated with the existing businesses and are lightweight. The most important thing for them is their scalability. It can be integrated with small businesses as well as with enterprises .A quality call center solution provides customer insights, streamlines workflows, and improves customer relationship management. The most common type of call center solution includes automatic call distribution and predictive dialing.
Customer support is a valuable part of managing a modern business. What is call center organizations with medium-to-large customer bases frequently making use of a centralized answering services company to deal with customer support issues?
Gartner defines the call center as a “department by which employees receive making high volumes of phone calls” with internal customers (for example helpdesks) and exterior customers (customer support and support).
Call centers have numerous purposes, including:
Customer service and support
Account management
Market research
Telemarketing
Billing
Get your free whitepaper at https://ap.pn/2M6sDs4
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
-- The growing complexity and number of communication channels
-- New and evolving regulatory compliance requirements
-- Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers™, redefining the customer experience—and business value they bring to the organization.
Download the whitepaper for insight into how organizations are building next generation contact center applications. https://ap.pn/2M6sDs4
The best companies always do two things; everything they can to save money, which helps improve the bottom line, and secondly, focus on customer satisfaction.
Despite this, many organisations still struggle to implement successful customer service programmes.
Research shows that organisations lose more than N34.6 trillion annually due to poor customer service.
What then is the solution?
Contact centre outsourcing. It not only saves you money but also improves your customer satisfaction levels and, critically, your brand reputation – when done rightly.
So, how can you leverage the expertise of a highly-skilled contact centre service provider to deliver a first-class customer experience?
In this deck, you will learn how to outsource your customer service strategy to a highly-skilled third party. You will also learn;
• Why the most successful organisations are outsourcing their contact centre function
• The features you can leverage in a state-of-the-art contact centre
• Key qualities to look out for when choosing your contact centre outsourcing service provider.
Anything used by a call center to boost its productivity can be named as Call center Solution. These solutions can be integrated with the existing businesses and are lightweight. The most important thing for them is their scalability. It can be integrated with small businesses as well as with enterprises .A quality call center solution provides customer insights, streamlines workflows, and improves customer relationship management. The most common type of call center solution includes automatic call distribution and predictive dialing.
Anything used by a call center to boost its productivity can be named as Call center Solution. These solutions can be integrated with the existing businesses and are lightweight. The most important thing for them is their scalability. It can be integrated with small businesses as well as with enterprises .A quality call center solution provides customer insights, streamlines workflows, and improves customer relationship management. The most common type of call center solution includes automatic call distribution and predictive dialing.
Anything used by a call center to boost its productivity can be named as Call center Solution. These solutions can be integrated with the existing businesses and are lightweight. The most important thing for them is their scalability. It can be integrated with small businesses as well as with enterprises .A quality call center solution provides customer insights, streamlines workflows, and improves customer relationship management. The most common type of call center solution includes automatic call distribution and predictive dialing.
Achieving strong and lasting customer relationships through increased agents proficiency and reliability with IBM Watson Explorer. Discover its benefits!
“Customers may forget what you said, but they will never forget how you made them feel.” – Carl W. Buehner
This timeless quote by Carl W. Buehner beautifully captures the essence of customer relationships in the business world. According to Forbes, customer-centric companies outperform their peers, boasting a remarkable 60% increase in profitability.
In this context, the role of Cognitive Process Automation (CPA) tools cannot be overstated. These tools are the linchpin of modern customer engagement, enabling businesses to consistently provide personalized, efficient, and value-driven experiences. With CPA tools, every customer interaction becomes an opportunity to create a positive and memorable connection. This subsequently translates to transforming the customer experience, crafting a tale of satisfaction and delight.
To satisfy the connected customer, you need to interact with them through their preferred mode of communication.
Here we have explained some major challenges of a contact center handling multi-channel customer interactions.
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
Customer Experience Management Transforming Financial Industry To The Next LevelFCICCM1
CXM: It’s All About The ROI! The Financial industry now is investing in Customer Experience Management (CXM) Systems as they are understanding the impact of effective & personalized communications for better customer experience (CX). For more information visit their website.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
30 Benefits of Call Center Software Too Good to IgnoreTentacle Cloud
The benefits of using call center software are many. In addition to the fact that you can use and capitalize on the software, your call center will be able to address several issues only a few contact centers know of. Companies that use call center software which allows them to pick and choose the calls they field no longer have to take calls in the order in which they are received.
http://www.tentaclecloud.com/signup
Why Contact Center Operators Need to Take Advantage of Intelligent AutomationAppian
Get started with intelligent automation for contact centers > https://ap.pn/2JOFuxA
By 2020, customers will manage 85% of their interactions with brands without talking to a human. So say the researchers at Gartner.
Perhaps this is why many line of business owners see the future of customer service in emerging technologies such as artificial intelligence (AI), software robots, and machine learning (ML). The truth is, in today’s hyper-competitive digital economy, organizations that choose to embrace intelligent automation will come out on top.
The call center industry will be transformed by the use of intelligent automation to drive productivity and customer satisfaction. Beyond the technology, it’s essential for call center managers and agents to focus on efficiency, so they can spend less time on routine activities, and more time on improving customer experience, driving customer loyalty—and increasing the lifetime value of their customer base.
Ready to learn more about intelligent automation? https://ap.pn/2JOFuxA
4 must have technologies for call centers services -Max BPOMax BPO
A call center is your communication doorway to the customer, which essentially means that the experience that customer has with the call center defines the way the customer’s behaviour; either staying with you or choosing your competitor over you. Here are 4 must-have technologies for call center services-
Visit: https://www.maxbpooutsourcing.com/call-center-outsourcing-services.html
A Sales Manager's Guide to Boosting Call PerformanceJessica Hahn
As a sales manager, you have a lot on your plate. On any given day, you’re training new recruits, coaching sales staff, setting new goals, analyzing data, and determining strategies. And through it all, you’re expected to drive team performance.
To accomplish all of this, you need data, particularly as it pertains to your team’s activity: how many calls and contacts, what agents are saying and not saying, which agents are closing deals, and more. Having the right information is crucial to helping agents fine-tune their efforts, as well as developing a sales strategy for your entire team. This is why call tracking can be a sales performance game-changer.
Call tracking, the ability to gather critical data about phone calls and phone interactions, is often assumed to be only a marketing tool—a powerful one, no doubt, but a tool whose usefulness ends after the phone rings. The marketing team receives its data on the source of the call, while sales reps are left to their own devices to close the deal. However, the leading call tracking systems provide critical information to the sales organization and are being used across both functions.
Good call tracking systems are increasingly focused as much on what is happening on the calls as what interactions led to the call in the first place. They can help managers train, coach, and maximize the performance of their sales agents with powerful results: research reveals that even a one percent improvement in first phone contact with customers can result in more than a quarter million dollars of annual savings in the operational costs of an average call center.
A fully functional platform should combine call tracking, telephony, and integrations with sales management platforms, allowing supervisors and trainers an unparalleled ability to fine-tune the performance of sales and customer service agents.
At Ben FZE, we know that time-to-market is critical and therefore, complement the technical aspects of our high-performance products with world-class expertise and exceptional customer service. We work closely with our customers to ensure that the cost and time of development is as low as possible. Because communications networks are so mission critical, our best of the breed solutions that goes into networking equipment live up to high standards of reliability, availability and serviceability.
Understanding Customer Satisfaction Score (CSAT) - A Crucial KPINovelVox
Customer Satisfaction Score (CSAT) measures how satisfied customers are with your organization's products and/or services. Learn how to measure and improve customer satisfaction scores (CSAT). https://www.novelvox.com/blog/what-is-the-customer-satisfaction-score/
How AI Can Reshape Omnichannel Customer ExperienceNovelVox
Unlock the power of AI in customer experience to drive business growth. Learn how artificial intelligence can improve customer experience with features such as hyper-personalization, and predictive analytics. Read our latest blog to learn more.
Blog Link: https://www.novelvox.com/blog/5-ways-ai-powered-omnichannel-contact-centers-can-deliver-better-customer-experience/
More Related Content
Similar to 10 Ways to Increase Agent Productivity Through Contact Center Automation.pptx
Anything used by a call center to boost its productivity can be named as Call center Solution. These solutions can be integrated with the existing businesses and are lightweight. The most important thing for them is their scalability. It can be integrated with small businesses as well as with enterprises .A quality call center solution provides customer insights, streamlines workflows, and improves customer relationship management. The most common type of call center solution includes automatic call distribution and predictive dialing.
Achieving strong and lasting customer relationships through increased agents proficiency and reliability with IBM Watson Explorer. Discover its benefits!
“Customers may forget what you said, but they will never forget how you made them feel.” – Carl W. Buehner
This timeless quote by Carl W. Buehner beautifully captures the essence of customer relationships in the business world. According to Forbes, customer-centric companies outperform their peers, boasting a remarkable 60% increase in profitability.
In this context, the role of Cognitive Process Automation (CPA) tools cannot be overstated. These tools are the linchpin of modern customer engagement, enabling businesses to consistently provide personalized, efficient, and value-driven experiences. With CPA tools, every customer interaction becomes an opportunity to create a positive and memorable connection. This subsequently translates to transforming the customer experience, crafting a tale of satisfaction and delight.
To satisfy the connected customer, you need to interact with them through their preferred mode of communication.
Here we have explained some major challenges of a contact center handling multi-channel customer interactions.
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
Customer Experience Management Transforming Financial Industry To The Next LevelFCICCM1
CXM: It’s All About The ROI! The Financial industry now is investing in Customer Experience Management (CXM) Systems as they are understanding the impact of effective & personalized communications for better customer experience (CX). For more information visit their website.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
30 Benefits of Call Center Software Too Good to IgnoreTentacle Cloud
The benefits of using call center software are many. In addition to the fact that you can use and capitalize on the software, your call center will be able to address several issues only a few contact centers know of. Companies that use call center software which allows them to pick and choose the calls they field no longer have to take calls in the order in which they are received.
http://www.tentaclecloud.com/signup
Why Contact Center Operators Need to Take Advantage of Intelligent AutomationAppian
Get started with intelligent automation for contact centers > https://ap.pn/2JOFuxA
By 2020, customers will manage 85% of their interactions with brands without talking to a human. So say the researchers at Gartner.
Perhaps this is why many line of business owners see the future of customer service in emerging technologies such as artificial intelligence (AI), software robots, and machine learning (ML). The truth is, in today’s hyper-competitive digital economy, organizations that choose to embrace intelligent automation will come out on top.
The call center industry will be transformed by the use of intelligent automation to drive productivity and customer satisfaction. Beyond the technology, it’s essential for call center managers and agents to focus on efficiency, so they can spend less time on routine activities, and more time on improving customer experience, driving customer loyalty—and increasing the lifetime value of their customer base.
Ready to learn more about intelligent automation? https://ap.pn/2JOFuxA
4 must have technologies for call centers services -Max BPOMax BPO
A call center is your communication doorway to the customer, which essentially means that the experience that customer has with the call center defines the way the customer’s behaviour; either staying with you or choosing your competitor over you. Here are 4 must-have technologies for call center services-
Visit: https://www.maxbpooutsourcing.com/call-center-outsourcing-services.html
A Sales Manager's Guide to Boosting Call PerformanceJessica Hahn
As a sales manager, you have a lot on your plate. On any given day, you’re training new recruits, coaching sales staff, setting new goals, analyzing data, and determining strategies. And through it all, you’re expected to drive team performance.
To accomplish all of this, you need data, particularly as it pertains to your team’s activity: how many calls and contacts, what agents are saying and not saying, which agents are closing deals, and more. Having the right information is crucial to helping agents fine-tune their efforts, as well as developing a sales strategy for your entire team. This is why call tracking can be a sales performance game-changer.
Call tracking, the ability to gather critical data about phone calls and phone interactions, is often assumed to be only a marketing tool—a powerful one, no doubt, but a tool whose usefulness ends after the phone rings. The marketing team receives its data on the source of the call, while sales reps are left to their own devices to close the deal. However, the leading call tracking systems provide critical information to the sales organization and are being used across both functions.
Good call tracking systems are increasingly focused as much on what is happening on the calls as what interactions led to the call in the first place. They can help managers train, coach, and maximize the performance of their sales agents with powerful results: research reveals that even a one percent improvement in first phone contact with customers can result in more than a quarter million dollars of annual savings in the operational costs of an average call center.
A fully functional platform should combine call tracking, telephony, and integrations with sales management platforms, allowing supervisors and trainers an unparalleled ability to fine-tune the performance of sales and customer service agents.
At Ben FZE, we know that time-to-market is critical and therefore, complement the technical aspects of our high-performance products with world-class expertise and exceptional customer service. We work closely with our customers to ensure that the cost and time of development is as low as possible. Because communications networks are so mission critical, our best of the breed solutions that goes into networking equipment live up to high standards of reliability, availability and serviceability.
Understanding Customer Satisfaction Score (CSAT) - A Crucial KPINovelVox
Customer Satisfaction Score (CSAT) measures how satisfied customers are with your organization's products and/or services. Learn how to measure and improve customer satisfaction scores (CSAT). https://www.novelvox.com/blog/what-is-the-customer-satisfaction-score/
How AI Can Reshape Omnichannel Customer ExperienceNovelVox
Unlock the power of AI in customer experience to drive business growth. Learn how artificial intelligence can improve customer experience with features such as hyper-personalization, and predictive analytics. Read our latest blog to learn more.
Blog Link: https://www.novelvox.com/blog/5-ways-ai-powered-omnichannel-contact-centers-can-deliver-better-customer-experience/
Is WhatsApp Chatbot Integration The Future of Customer Experience.pptxNovelVox
Enhance CX with WhatsApp Chatbots! Engage customers seamlessly 24/7, automate support, boost engagement, and streamline data. Integrate WhatsApp Business Bots to achieve ultimate success. Feel free to reach out to us at marketing@novelvox.com
Elevate CX with Oracle Service Cloud CTI Integration.pptxNovelVox
Get the most out of Oracle solutions by integrating CTI seamlessly. Learn how NovelVox CTI Connectors transform customer service, boost agent productivity, and deliver personalized experiences across Oracle Service Cloud, Siebel CRM, and Fusion Cloud. Read our latest blog to learn more.
Blog Link: https://www.novelvox.com/blog/oracle-cti-give-your-business-the-competitive-edge-it-deserves/
Email: marketing@novelvox.com
Role of Cisco Salesforce CTI in Boosting Revenue.pdfNovelVox
Unlock the potential of revenue growth with 7 proven strategies: Discover the synergy of integrating Cisco Salesforce CTI and see how it can take your business to new heights. Read our latest blog to know more.
Blog Link: https://www.novelvox.com/blog/7-ways-cisco-salesforce-cti-can-generate-additional-revenue-for-your-business/
Email: marketing@novelvox.com
Role of Cisco Salesforce CTI in Boosting Revenue.pdfNovelVox
Maximize your revenue potential with NovelVox's expertise in leveraging Cisco CTI Salesforce Integration. Learn about 7 proven strategies to enhance your business income and elevate customer interactions for a successful outcome. Feel free to reach out to us at marketing@novelvox.com
Simplify Customer Support with Freshdesk CTI Connector.pdfNovelVox
Freshdesk CTI Connector simplifies customer support operations and enhances agent productivity. With NovelVox Freshdesk CTI Connector, agents can customize the customer experience for leading contact centers, including Cisco, Avaya, Amazon Connect and Genesys. Make proactive customer service possible by enabling them to know their customers before they even pick up the phone. Contact us at marketing@novelvox.com
The Strategic Benefits of Integrating Cisco with WhatsApp.pdfNovelVox
Cisco WhatsApp Integration allows agents to communicate in real time with customers. Make the customer feel well informed by providing updates and tracking for their order, flight schedule, and more even before they ask. In addition to improving customer satisfaction scores, instant chat can enhance customer experience overall. Contact us at marketing@novelvox.com
Revolutionize Customer Support with Genesys Zendesk CTI Integration.pdfNovelVox
Boost your customer support efficiency with Genesys Zendesk CTI Connector. Seamlessly integrate Zendesk and Genesys, empowering your agents to deliver exceptional service. Enhance productivity, streamline workflows, and improve customer satisfaction. Discover the ultimate CTI solution today for a truly seamless support experience. Contact us at marketing@novelvox.com
Unleashing Customer Experience with ServiceNow Genesys CTI Integration.pdfNovelVox
Boost agent performance with ServiceNow Genesys CTI Integration. Using the Smart CTI Connector for ServiceNow, agents can improve their workflow and response times in Genesys Contact Center. With the unified interface, you can handle calls effortlessly and communicate contextually. Contact us at marketing@novelvox.com
Microsoft Dynamics 365 CTI Integration - NovelVoxNovelVox
Unlock the Power of Integration with Microsoft Dynamics 365 CTI Connector! Take your business operations to the next level with NovelVox's CTI Integration for MS Dynamics. Enhance your team's performance through seamless integration and optimized performance. Discover how our solution can transform your business. Contact us at marketing@novelvox.com
For more information:
URL: https://www.novelvox.com/cti-connector/ms-dynamics/
Power up your Cisco Contact Center with ServiceNow Implementation.pptxNovelVox
Enhance the performance of your Cisco Contact Center with ServiceNow CTI integration! Experience seamless Cisco CTI Integration with ServiceNow to enhance efficiency and customer satisfaction. Read the full blog for in-depth insights.
For more information:
URL: https://www.novelvox.com/blog/power-up-your-cisco-contact-center-with-servicenow-cti-implementation/
NV Desk - The Ultimate Case Management Solution.pdfNovelVox
Improve customer service and efficiency with NV Desk, the advanced help desk ticketing software. With NV Desk, you can streamline case management, unify telephony controls, and provide personalized support seamlessly. Take your contact center operations to the next level with NV Desk's cutting-edge Help Desk Ticketing Software. Contact us at marketing@novelvox.com
For more information:
URL: https://www.novelvox.com/blog/empowering-contact-center-integrations-with-case-management-system/
Addressing Modern Customer Service Challenges with SAP CRM Integration.pdfNovelVox
Unlock Business Growth with Seamless SAP CRM Integration! Elevate CX, Streamline Operations, and Boost Profits. Discover the Power of SAP CRM Integration with NovelVox. Elevate your customer experience and supercharge business growth through seamless SAP CRM integration
For more information:
URL: https://www.novelvox.com/blog/elevate-cx-and-boost-business-growth-with-seamless-sap-crm-integration/
Email: marketing@novelvox.com
Phone No: +1 9288645100
Top Trends Revolutionizing the CX for Banking Industry.pptxNovelVox
In today’s ever-evolving world, customer communication is transitioning and the demand for implementing digital channels is surging. Digital banking is accelerating and customer experience in the banking sector is digitally transforming to consistently utmost level of satisfaction.
For more information:
Blog: https://www.novelvox.com/blog/top-8-trends-that-enhance-customer-experience-of-digital-banking/
Email: marketing@novelvox.com
Phone No: +18885448081
Keep your agents motivated with avaya contact center wallboardsNovelVox
NovelVox Avaya Wallboard software can be used to retrieve real-time team and individual agent metrics in a contact center where you can get real-time alerts and notifications via email, SMS, and other channels for much better performance monitoring.
For more information:
Website: https://www.novelvox.com/contact-center-wallboards/avaya-wallboard/
Email: marketing@novelvox.com
Phone No: +18885448081
5 tools to effectively manage contact center agent workload during crisis.NovelVox
Is your contact center equipped with the best contact center software? Are your agents able to handle high call volume and have an optimum performance during the present time? Here are the 5 secret contact center solutions you need to implement today to deliver a great experience with your existing team.
5 stats that will convince you to make a disruptive change in your contact ce...NovelVox
Just going for any solution will not help your contact center perform the best. This slide share helps you understand what customers like and look forward to getting from a business and what initiatives can help you create exceptional CX.
It is a concern for many call centers to choose the right Cisco platform for optimum performance. This ppt will help you better understand the difference between UCCE, PCCE, and UCCX basis the agent headcount, and other functionalities.
Contact center integration for cisco, avaya and genesys with novel voxNovelVox
Smart agents need smart software to offer exceptional customer service. Equip your contact center agents with all required details on one screen that enable them to offer personalized experience without switching screen or losing content. Integrate agent desktop or CTI connector with seamless 3rd party application with open API
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
"Impact of front-end architecture on development cost", Viktor TurskyiFwdays
I have heard many times that architecture is not important for the front-end. Also, many times I have seen how developers implement features on the front-end just following the standard rules for a framework and think that this is enough to successfully launch the project, and then the project fails. How to prevent this and what approach to choose? I have launched dozens of complex projects and during the talk we will analyze which approaches have worked for me and which have not.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
2. www.novelvox.com
Agent Productivity Through Contact Center
Automation
Creating a memorable customer experience is the end goal of
every contact center. Faster and more efficient processes are
what define contact center competencies in today’s world
and automation is the way to ensure that.
Contact center automation refers to the process of letting
technology take over repetitive and manual tasks. Ranging
from RPA (Robotic Process Automation) to conversational
(voice and chatbot) assistants, the whole landscape of
contact center processes is getting transformed.
It helps to streamline the routine processes, save time,
minimize human involvement and reduce operational costs.
To achieve this, contact centers need a seamless
amalgamation of technology and an agent’s efficiency.
3. www.novelvox.com
Why Contact Center Automation is Required?
Running a contact center can turn out to be expensive. Management is always looking at performance of call
center agents to optimize costs. The automation process can help improve key call center metrics along with
performance while also reducing costs. Here’s how:
By automating the contact center
workflows, the need for repetitive data
inputs gets eliminated and enhances
communication across departments.
Automation can be pivotal in reducing
agent’s workload, responsibilities and
allow them to address customers'
concerns in a prompt manner.
Keep everyone
updated
With contact center automation,
reminders, alerts and notifications are
automated, offering more insights into
the contact center operations and
helps keep agents and supervisors on
track by keeping them informed.
Increase agents
work efficiency
Reduce human
errors
4. www.novelvox.com
Here are ten ways why contact center automation merits our attention and has proven itself to be the future
of contact center customer communication:
Leveraging self-service
channels
Routing calls to
appropriate agents
Enabling contextual
conversations
Improving internal
communication
Ensure Omnichannel
experience
Optimizing workforce
management and planning
Unified customer
information
Ensure smart monitoring
& analytics
Increasing First Call
Resolution Rates
Automating manual and
repetitive tasks
10 Ways to Enhance Agent Productivity via
Automation
5. www.novelvox.com
Leveraging self-service
channels
Report from Microsoft highlights that 90% of customers globally expect brands to have an online self-
service portal.
Multiple platforms for agents to connect with your customers is a great way to analyze their performance
and increase productivity. An omnichannel approach allows them to handle a higher number of clients or
customers with a single contact center software. It will get easier to identify the agents who are pro at
resolving queries of multiple customers and the ones who are not. Even customers prefer a company with
an omnichannel presence as a trust factor. Self-service options such as SMS, email, chat, virtual agents,etc
can reduce call volumes and improve agent productivity.
6. www.novelvox.com
Routing Calls to Appropriate Agents
Everyone needs monitoring and support for improvement. So, your contact center needs a to route calls
and guide them whenever required. For this, even a supervisor desktop is a good product as it allows
managers to live barge-in, route calls, or perform re-skilling of agents.
The AI powered IVR systems have something new to offer, over and above the functionalities of the
traditional IVR. From voice assistant, predictive analytics and biometric authentication, the AI driven IVR is
all about making customer experience truly smooth and helping improve productivity metrics by really
understanding customers.
7. www.novelvox.com
Enabling Contextual Conversations
If your agents have to constantly search for information through multiple systems, emailing, calling
managers, or consulting colleagues to answer questions, therein lies the productivity rub!
Contrast this with the AI powered knowledge base, assisted by virtual agents to offer relevant and
contextual information. Agents don’t feel lost while conversing with a customer and can pick up a
conversation where another agent left it previously. This saves time because both the parties and agents
don't feel secluded from a previous interaction because now they have the contextual anchor to drive the
conversation ahead and not back.
This is what a customer support automation tool does. By giving a unified view of the customer to the
agents, not only does the average ticket handling time go down but also makes call handling processes
simpler for live agents.
8. www.novelvox.com
Improving internal communication
Agents have to put customers on hold to seek information from sales, billing and technical departments in
order to address the query effectively. Not only the customer experience but the productivity of agents
and the entire team suffers. By strengthening the internal communication system
It becomes much easier and simpler for agents to get in touch with the internal technical team, their manager or
even a colleague for that matter. The integration of unified communications (UC) with the contact center breaks
down team barriers, improves effortless communication and promotes a customer-centric culture.
Agents can instantly refer to required information while resolving customer queries and share related documents
with the customer for better understanding. Similarly, there are gadgets like inter-team communication, agent
phonebook that help improve the agent’s performance.
9. www.novelvox.com
Improving First Contact Resolution
Rate
How high would an organization's productivity be if customer issues were addressed around the first time
they called? When concerns are addressed at first, the same customer doesn’t keep calling around, which
impacts team productivity considerably. Also, not to forget that FCR is influenced by lack of access to
customer information and systems data.
A disparate contact center where software is not integrated, agents struggle to find access to accurate
information about their product/service and have to toggle across screens and consult various people. All
the while keeping agents on hold. Automated integrated information via knowledge base and training
helps to resolve customer issues in the very first attempt and reduces the chances of a customer calling
back again and again.
10. www.novelvox.com
Automating Manual and Repetitive
Tasks
Agents are burdened with a lot of tasks in contact centers. When they have to deal with repetitive,
manual, monotonous tasks, it doesn’t only impact agent productivity but also impacts agents motivation
towards their job. Automation frees up agents to take care of more important issues while significantly
reducing errors and keeping information up-to-date. The automation of contact center processes
streamlines operations and improve agents performances by:
Sensing order update messages to customers
Updating customer information on CRM
Call logging and recording calls
Adding tickets
11. www.novelvox.com
Ensure Omnichannel Experience
With omnichannel presence, agents will be handling a larger call volume across channels, but with
integrated contact center solution, agents will be able to multitask. They can manage customers across
channels within a single interface by swapping between channels. Also, an application like ticketing and
billing can be taken care of with seamless integration in place
By automating your contact centers for customer support, conversations are automatically recorded,
saved and synced with your CRM and other customer data platforms in real-time. The customers not only
not only reach out to you across multiple platforms but their previous chats also get synchronized across
these platforms. This truly ensures a delightful omnichannel experience in every sense of the term.
12. www.novelvox.com
Optimizing Workforce Management and
Planning
Call center workforce optimization (WFO) is a practice used in call centers of ensuring their employees are
appropriately scheduled, trained, monitored, evaluated, rewarded and engaged. The success of call
centers is heavily dependent on the quality of their agents and efficient management of labor costs.
Contact center automation can help in optimization of staff scheduling, make it easier for agents and
supervisors to share workload and reduce the time spent on allocating shifts to the team members. This
way contact center industries can ensure that the right agents, with the right and requisite skills are
available in a shift when they are needed most to address queries.
13. www.novelvox.com
Unified Customer Information
If agents hustle and are motivated to work, they may not get the returns as expected. Improving the
average call handling time requires the agent to be able to quickly access the right information.
If all the customer data like chat/purchase history, customer’s location, communication platform etc. is
displayed on a single screen, it also helps with customer profiling and gives an option of sending
customized messages to customers. Not to mention that in the long run, this paves the way for
streamlined interactions, better customer retention and optimized revenues.
NovelVox unified agent desktop, for example, is the information unifying tool that your agent needs.
Agents can deliver all customer support across multiple communication channels like phone, chat, email,
social media platforms without multiple logins. Secondly, agents are aware about entire customer
journeys making it easier for them to understand customer’s concerns and giving them the desirable
services.
14. www.novelvox.com
Ensure Smart Monitoring & Analytics
Call content is equally important when it comes to improving call center or agent productivity. Analyzing
the content of the call is important to understand what type of calls your organization receives. Based on
the call intent, they can be routed to a visual IVR, a bot, or an agent. This can bring down the call flow to
agents and help them improve the quality of calls they handle.
By decoding the customer sentiments and deciphering their utterances, such tools can report on the
emotional state of the person and help in maintaining a positive sentiment all through the interaction. AI-
driven bots, for example, can read into the customer’s sentiments based on their typed and spoken
responses - words, expressions, punctuations, emojis and help agents to deliver empathetic answers that
offer the best customer experience.
16. www.novelvox.com
We, at NovelVox strive to create and deliver automated
contact center solutions for exceptional caller experience. Our
core contact center solutions include Unified Agent Desktops,
CRM Integrations and Wallboards for Cisco, Avaya, Genesys,
Amazon Connect, Webex CC, etc. Our AI-powered
omnichannel customer engagement platforms - CXInfinity,
Chatbot - InfiBot, Live chat, Voicebot, Video chat, and Co-
Browse empower clients to deliver state-of-the-art CX across
different channels.
We deliver scalable CTI integrations with CRM platforms like
Salesforce, Zendesk, Freshdesk, ServiceNow, MS Dynamics,
Epic, and Oracle Service Cloud to automates tasks, simplifies
data management processes, and enhances CX. You can easily
optimize your customer service operations through BI-enabled
reporting & analytics.
About NovelVox