Modernizing or launching a contact center is a necessity for many businesses. Contact centers are your brand’s hub for customer service issues and are crucial to running a successful company. iTelecom can provide you with the solutions to meet your goals:
- Improve legacy on-premises systems with a modernized cloud IVR, AI call center solution.
- Enable your workforce with the power of practical AI and automation in the cloud.
- Deliver fluid experiences that empower agents and delight customers.
Calling the Shots
You may hear people still use the term “call centers” because most people continue to prefer the immediacy of a customer service phone call. Still, consumers expect to reach brands through an omnichannel experience: phone calls, emails, text messages, social media messaging and online chatbots.
Stat Snapshot
- Statistical insight – Phone calls remain the top method for customer service interaction. The average contact center handles 4,400 calls every month.
- AI uptake – Automation and AI technologies in contact centers are projected to increase significantly. 96% of contact centers view AI as a vital technology that helps their operations.
- Omnichannel expectation – Customers now demand quick, seamless service across all communication platforms. Over 75% of contact centers offer support across multiple channels, including voice, email, live chat, and social media, ensuring a seamless customer experience.
The Need for Contact Center Modernization
In the past, and even now, contact centers can struggle with long wait times, inefficient call routing, and inconsistent service quality. These issues not only frustrate customers but also inflate operational costs. Businesses are turning to advanced technologies like IVR and AI to revolutionize their call center operations.
What is IVR?
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. By leveraging pre-recorded messages and voice recognition technology, IVR systems can handle various tasks, from providing account information to processing payments, without human intervention.
IVR & AI
You can now integrate Artificial Intelligence (AI) into your existing IVR systems. If you are launching a new contact center, you’ll have AI “baked in.”
Artificial Intelligence (AI) encompasses a variety of technologies that enable machines to mimic human intelligence. In contact centers, AI can be used for natural language processing (NLP), sentiment analysis, predictive analytics, and more. AI-driven systems can understand and respond to customer queries in real time, providing personalized and efficient service.
Your systems will upgrade to or have AI modules capable of speech recognition and machine learning. Current contact center capabilities replace legacy IVRs, simple text message bots, and outdated auto-dialers, elevating the experience as if your consumers were speaking with an actual human agent.
Five Steps to Modernize
Modernizing your contact center with IVR and AI is a multi-step process that requires careful planning and execution. Here are the steps to establishing an efficient and effective contact center:
Step 1: Partner with Experts
Partnering with an experienced provider like iTelecom will streamline the implementation process. Our team will work closely with you to design and deploy customized solutions that meet your needs. We’ll take you through the next steps in our proven process.
Step 2: Assess Your Current Operations
We begin by assessing your current contact center operations to identify areas for improvement. We’ll evaluate metrics such as average wait time, call resolution rate, and customer satisfaction scores to pinpoint inefficiencies.
Step 3: Define Your Objectives
Collaborating with you and your team, we’ll help you to clearly define your objectives for modernizing your contact center. Are you looking to reduce wait times, improve call routing, or enhance customer service? Having clear goals will guide your implementation strategy.
Step 4: Choose the Right Technology
Looking at factors such as scalability, integration capabilities, and ease of use, we’ll recommend the IVR and AI technologies that best align with your objectives.
Step 5: Monitor and Optimize
Continuing with our client support, we can review your AI-powered analytics to gain insights into your customer interactions and identify opportunities for further optimization.
Connect with iTelecom
When it comes to integrating IVR and AI into your contact center, experience and knowledge are essential. iTelecom stands out as a leader in this space, offering unparalleled expertise in deploying these technologies to optimize contact center operations. With years of experience in the telecom industry, iTelecom deeply understands your business technology challenges and opportunities. Our team of experts has successfully implemented IVR and AI solutions for numerous clients, delivering measurable improvements in efficiency and customer satisfaction to increase revenue and profits.
