Top Contact Center Integration Solutions
Customer Journey Analytics
In a recent CX survey, top-performing organizations ranked customer journey analytics as their second-highest CX-related investment priority.
Visualize and measure every customer's journey — from beginning to end - and have the tools to provide the best possible customer experience (CX).
Customer journey analytics is the science of analyzing customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.
This approach continues to gain momentum as enterprises recognize the value of customer journeys as a means to monitor customer experience performance and identify opportunities for improvement and a lot more.
Total Quality Management (TQM)
Boost Customer Satisfaction – Customers are more satisfied when they receive quality products that fulfill their expectations. In turn, high customer satisfaction may lead to a rise in market dominance, revenue growth via upselling, and customer-led word-of-mouth marketing.
Strengthen Culture – TQM-compliant organizations develop and foster several fundamental values centered on quality management and continual improvement.
Manage Costs – Companies save on customer assistance, product replacements, field service, and the design of product fixes as a result of decreased production defects.
The cost savings are transferred to the bottom line, resulting in increased profit margin.
Workforce Engagement Management (WEM)
Delivering exceptional experiences doesn’t stop with the customer — today’s employees expect them, too.
Workforce engagement management (WEM) makes it easy to create great employee experiences.
WEM focuses on the human side of your contact center to improve employee engagement.
These essential customer-facing departments need a flexible and adaptable WFM solution that keeps pace with the transforming business world.
And it simplifies operations while increasing efficiency.
6 ways Workforce Engagement Management (WEM) can help Contact Centers reach their Goals
WEM software is beneficial to contact centers in multiple ways. Below are some examples of the goals that WEM can positively impact, and it all begins with the agent.
1. Agent engagement and retention. As discussed, workforce engagement management can positively impact agent engagement in several ways, including effective scheduling, constructive feedback, and empowering agents to take ownership of their performance. Higher engagement leads to lower churn, which puts agent retention goals within reach.
2. Quality scores.
Contact centers typically have targets for quality scores that result from the quality management process. Software that streamlines the process, adds consistency, and makes it easier to coach agents will help contact centers meet these goals.
3. Customer satisfaction.
When you have engaged and happy agents who are well coached and vested in continuous improvement, your customers will notice. Engaged agents will deliver better customer experiences and that will be reflected as higher customer satisfaction scores.
4. Budget.
The workforce management software that is part of the WEM solution set is designed to manage staffing levels and, therefore, labor costs. When used effectively, it can help ensure the contact centers aren't overstaffed, making it easier to stay within budget goals.
5. Abandon rates and queue times.
Workforce management software doesn't just make sure contact centers aren't overstaffed, it also helps ensure they aren't understaffed. Understaffing causes queue times to increase, leading to higher abandon rates. Being optimally staffed increases the chances of meeting queue time and abandon rate targets. Bonus - it also helps agent experience.
6. Compliance.
It might not be explicitly stated as a goal, but no contact center ever wants to be out of compliance. Recording software not only plays a role in the quality management process, but it also helps contact centers comply with relevant laws and regulations, especially when it includes features that mask sensitive information.
NICE CXone for Microsoft Teams is a pre-built
unified communications and contact center
integration that powers company-wide
collaboration for faster service.
The CXone
Agent—embedded seamlessly within Teams—
provides full contact center controls and
synchronizes Teams contacts and presence
information, for one-click access to experts
across your organization.
With frictionless
collaboration and a customizable Teams
workspace, agents can resolve complex
issues faster than ever.
Global, carrier-grade
voice services safeguard every interaction
and reduce costs with an easy-to-deploy
integration.
All this—plus, our contact center
expertise and strong Microsoft partnership—
delivers the most robust contact center and
Teams integration available.
Magic Quadrants
Meeting customer demand in any business relies on having
good data to determine when your customers contact
you, how your customers contact you, and how long each interaction takes.
Nice CXOne is the only company that is a LEADER in TWO of Gartner's Magic Quadrants - Contact Center as a Service (CCaaS) and Workforce Engagement Management (WEM).
With the top transcription tool in the industry, Observe AI provides the highest level of accuracy to enable you get the most out of every conversation thanks to their proprietary technology.
Observe AI offers the industry's leading AI-Driven speech analytics and quality management platform that is vendor agnostic and works with both cloud and most premise-based solutions - including the one you have in place today!
It allows you to monitor quality on 100% of conversations, rapidly evaluate agent performance and deliver contextual feedback that inspires action.
Transcribe and analyze 100% of your conversations and surface insights that improve CX.
On pretty much any existing phone system or cloud provider.
Risk Reduction. 24/7 Support. Improve Compliance by 40% and quit wasting time listening to recorded calls and just listen to the ones that need attention.
Contact centers are on the frontlines of driving revenue and customer satisfaction, but how well you perform depends entirely on your agents. Let's face it, an agent's job is not easy.
When agents don't execute calls consistently or handle objections well, it results in missed opportunities. So, how do contact centers turn things around?
Observe.AI's Real-Time AI is your agent's best friend.
An in-the-moment AI coach that helps increase conversions and produce better business results. It's time to increase conversion and retention in real time.
Phones & Headsets from ALL the Major Manufacturers
Some users will still require a desktop hardware-based phone to meet their needs.
Check out all the multiple options for desktop/hardware phones as well as wireless and cordless phones, conference room speakerphones, and even headsets.
Brookside Cloud Consulting has the experience to help you get the best deal on the right solution - including hardware and cordless SIP phones.
Intelligent Virtual Assistants (IVA) and Surveys
The survey showed that chatbots have entered the mainstream, with 67% of consumers having used chatbots at least once in the past year.
And 81% of chatbot users said their most recent support experience was positive.
Consumers who’ve used chatbots have vastly more positive experience than a negative one which matches the experience of non-chatbot users.
"84% of consumers are more willing to do business with companies that offer self-service solutions, but only 61% say these solutions are easy and convenient. Are you listening to them?"
What are Intelligent Virtual Assistants (IVA)?
Virtual assistants and agents can are an AI-based computer program that simulates human conversations and has the intelligence to answer questions and more like a live person.
They understand human capabilities and can interpret the user intent, process their requests, and give prompt relevant answers.
Bots can communicate through voice as well as text and can be deployed across websites, applications, and messaging channels such as Facebook Messenger, Twitter, or WhatsApp.
Top Conversational Analytics Vendors 2023
Zoom’s AI Revolution:
Transforming CX in Contact Centers
Zoom’s Virtual Agent is an AI-powered chatbot that provides 24/7 customer support, integrates with multiple knowledge bases, and even syncs with third-party systems.
The Virtual Agent leverages generative AI, a game-changing feature that simplifies the training process.
Zoom’s AI Companion is more than just a feature; it’s a catalyst for efficiency. Designed to streamline tasks for internal teams and customer service agents, this tool can summarize conversations, auto-generate replies, and even offer live-call assistance.
Zoom AI Expert Assist is the latest entrant in Zoom’s AI arsenal, designed specifically for contact center agents.
This tool listens to real-time conversations and provides agents with the information they need, when they need it.
How It Works
IBM Watson Assistant is built on deep learning, machine learning, and natural language processing (NLP) models to understand questions, find or search for the best answers, and complete the user's intended action through conversational AI.
How It Works
IBM Watson Assistant is built on deep learning, machine learning, and natural language processing (NLP) models to understand questions, find or search for the best answers, and complete the user's intended action through conversational AI.
8x8 Intelligent Customer Assistant
Intelligent Customer Assistant is a powerful, user-friendly conversational AI solution that enables businesses to create simple to complex self-service experiences across ALL channels.
Gain real results with a self-service chatbot solution using conversational AI so both you and your customers trust for interactions that feel natural and end with positive resolutions.
Are you using Zoom for video today? Just add Voice!
Brookside can add voice to your existing Zoom video account and help design and implement Zoom's omni-channel contact center solution with self-service AI chatbots that reduce complexity and save money in the process!
Meet Zoom Virtual Agent, the next Evolution of Solvvy
Solvvy’s next-gen chatbot and support automation platform is making traditional keyword and rules-based chatbots obsolete.
Since Zoom acquired Solvvy last year, many people have asked why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. And conversely, what led Solvvy to join forces with Zoom?
Zoom Virtual Agent, an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers.
Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences. That means it also reduces call and ticket volume for human agents, which can help businesses save significant amounts on operational costs, especially during a time when budgets are tightening in almost every industry.
Unlike many chatbots on the market, Zoom Virtual Agent uses AI to correctly interpret what your customers are asking, regardless of how they word their requests.
The platform understands customers’ intent—and it becomes more accurate over time, as it learns from every interaction. And it allows customers to rapidly build custom intents or choose from rich existing libraries.
But Zoom Virtual Agent goes beyond understanding to resolution. It delivers accurate and conversational resolutions and answers from day one. By crawling your knowledge bases, FAQs, and ticket history (plus any documentation you choose) before launch, Zoom Virtual Agent intelligently guides your customers to the right resolution.
These resolutions often take the form of highly personalized experiences—customized flows and messages for unique customer segments based on their profile and data attributes.
Zoom Virtual Agent also goes well beyond self-service. It embraces the “human + AI” model, and seamlessly hands off to agents when needed, with all the context required for these agents to continue the conversation without asking customers to repeat themselves.
In many cases, it can also ensure that the right agents with the right skills are working on these issues.
Finally, Zoom Virtual Agent delivers industry-leading analytics that gives you a true “voice of the customer” with actionable outcomes.
The Solvvy and Zoom teams have been working hard, together, to bring Solvvy’s advanced AI capabilities to the Zoom platform, and more specifically, Zoom Contact Center.
Zoom Virtual Agent takes the best of Solvvy and adds many powerful capabilities from the Zoom platform that we’ll tell you more about in the weeks ahead.
Zoom is more than video meetings but their product portfolio has dramatically expanded over the last few years. Today, Zoom has become a robust platform for businesses.
Zoom Virtual Agent will be available in early 2023.
Meet Your New Digital Workforce with Five9
Virtual agents never have a bad day and can help your organization provide the best possible customer experience, or "CX.".
Always on and ready to lend a hand, 24/7 and if properly configured, can take 20-25% of calls currently going to live agents.
It's like having a brand-new international team that speaks hundreds of languages and streamlines your most critical business operations.
Five9 is an excellent option for businesses that care about their customers.
Genesys provides the best possible customer & agent experience
Eliminate Credit Card Processing Fees!
Imagine not having to pay a fee every time someone uses a credit card.
Titanium Payments allows you to offer two prices - a cash price and a credit card price.
And you offer people paying ACH a discount that offsets the cost of using the credit card.
This is perfect for on-line customers that want to pay the cash price which can save them some money.
Titanium offers multiple devices including cordless terminals that is perfect for restaurants and bars.
WFM for Dummies!
With the evolution of technology and social media platforms, contact centers face a common challenge from their customers.
The challenge is trying to determine which type of channel their customers will use and how to monitor, measure, and calculate staffing requirements to meet these demands.
As these elements grow more intricate, contact centers without the right processes or technology will struggle to do this in an accurate and efficient way.
Since the early days of contact centers, the channels used by customers have changed very little.
Traditional methods such as calls remain the most popular channel, and we have seen faxes and snail mail replaced with email.
Advancements of social media platforms and other new channels of technology such as chat, social media, and messenger are on the rise.
This presents some exceedingly difficult challenges because these new digital channels don’t conform to the traditional metrics and calculations that have been used for so many years.
It also adds another layer of complexity in terms of skills and employees’ abilities to adopt to these changes.
Forecast, schedule, adapt, respond, and engage with the intelligent workforce management software.