Contact Center Pipeline January 2023 January 2023 | Page 53

contactcenterpipeline . com
This ensures that sensitive data is safeguarded from end to end , adding peace of mind for customers , whether they ’ re making a purchase or disclosing medical information .
• WebRTC works anywhere : Since the rise of the necessity for flexible work environments in 2020 , work from home is now work from anywhere .
WebRTC enables contact center employees to work in-center or athome with reliable connectivity and security in just a few clicks . No supercomputers or softphones are needed , saving on hardware costs , as well as time and energy to train employees for these devices .
WebRTC also allows supervisors to monitor agent / customer interactions to foster excellence and help centers hit key metrics .
• WebRTC is affordable . Part of WebRTC ’ s staying power is its infinite affordability . WebRTC continues to be a low-cost option , making it attractive to contact centers worldwide .
In addition to being compatible around the world , WebRTC works hand in hand with artificial intelligence ( AI ). AI depends on resilient , reliable technology to create accurate data with no lags or jitters , and its benefits , as outlined below , are as broad and compelling as those for WebRTC .
Our customers have little patience for long waits , multiple handoffs , and unresolved issues . It only takes one bad experience to send them headed for the hills – or another provider . We are always cognizant of this fact .
Fortunately , AI maximizes existing teams ’ strengths , and this is a big help considering the tight labor market . I recently read Gartner ’ s 2021 Technology Roadmap Survey , and learned that more than 65 % of customer service and support leaders are optimistic about the value that AI can provide , and plan to substantially increase their adoption of AI capabilities over the next two years .
Furthermore , new research conducted by The Harris Poll revealed that improved customer experience ( CX ) is now the most frequently cited driver of AI implementation decisions , above cost reduction and the ability to drive topline revenue .
Advanced technology solutions are not new to the contact center industry ; call-routing and IVR systems have been in use for decades . But today ’ s AI-powered options are taking the CX to new heights .
With WebRTC , AI enhances agents ’ superpowers while improving the performance of the contact center and increasing customer satisfaction .
There are many ways AI is used in WebRTC to strengthen agent performance and improve processes .
• Personalization . Tailoring the experience based on information that the platform has learned about the caller / user .
• AI-based customer routing . The ability to match customers with the best resource or agent .
• Chatbots and Conversational Assistants . Interacting with customers , either by text or voice , taking care of simple and / or repetitive issues , and freeing up contact center representatives to focus on more complex assistance needs .
• Workforce management . Data analysis capabilities that help predict when agents and resources are needed .
• Post-call wrap-up . AI assists representatives in entering call-action summaries and wrap-up codes .
Leveraging WebRTC allows contact centers to augment AI , empower agents , increase security , and speed data transfer . The result : streamlined processes , better customer experiences , and stronger customer / brand relationships .
Now more than ever , people want their communications their way . A single company may have several different communication systems to manage , such as email , fax , SMS , chat , voice , and video , each with their own logins and even hardware , such as phones and computers .
Previously , the necessity of agents logging in and out of platforms to switch channels or changing phones and computers midstream would require additional staff , time , and training , making scaling and equipment management difficult .
With WebRTC-enabled ACDs , contact centers can rely on a single skillset for all media to serve up any type of communication .
As long as they have an internet connection , they ’ re in business . Agents stay busy , supervisors have visibility across the entire network , and contact centers can rely on the platform ’ s ranking system to automatically route the media to the next best available agent when callouts occur .
And should disaster strike , WebRTC enables agents and supervisors to readily connect to the applications and manage them from anywhere , without being dependent on onsite servers . ( Provided that your staff are in safe locations and have both power and connectivity ).
WebRTC is a win-win for the vendors that use it and the contact centers they work with . It is another example of how human ingenuity can pair with optimal technology to deliver exceptional results . It ’ s like I say with our teams and our clients , we are all better together .
Michael Puccinelli is SingleComm ’ s founder and CEO . Prior to starting SingleComm in 2014 , Puccinelli founded CUORE , which provides outsourced BPO services for direct-to-consumer marketers , healthcare companies , and subscription-based marketers . He was also on the founding executive team for EverDrive Synapse Group , where he held operational responsibilities for the company ’ s telephony assets .
JANUARY 2023 53