Explore the transformative impact of contact center automation on customer service, with insights into key features, benefits, and strategies for successful implementation.
Key Features of Contact Center Automation
When considering contact center automation, there are several key features that businesses should look for.
Automated Call Distribution (ACD)
ACD systems automatically route calls to the appropriate agent based on predefined criteria, such as language, skillset, or availability. This ensures that customers are quickly connected with the most suitable agent, reducing wait times and improving the overall customer experience.
Interactive Voice Response (IVR)
IVR systems allow customers to interact with a company’s phone system via voice commands or touch-tone keypad selections. This can expedite the resolution process by providing customers with information or routing them to the correct department without the need for human intervention.
Chatbots and Virtual Assistants
Chatbots and virtual assistants use AI to interpret and respond to customer inquiries.
When it comes to implementing effective contact center automation, choosing the right technology partner is crucial. That’s where Teneo comes in. As a leader in conversational AI, Teneo provides a robust platform that can help businesses address the challenges of contact center automation and harness its full potential.
Scalability at Heart
Teneo is designed with scalability at its core. It empowers enterprise-level organizations to scale without limits. With the power of generative AI, Teneo’s technology enables exponential growth in customer experience innovations, supporting millions of daily customer interactions for their clients.
This includes running multiple high-volume solutions concurrently, having unlimited use cases across multiple languages and channels, and handling peaks with auto-scaling to run millions of interactions per hour.
Simplicity in Development and Operation
Teneo is designed to deliver maximum value in the shortest time possible. It comes with enterprise-level team and collaboration features, allowing businesses to maintain their production solutions efficiently while building and developing new ones.
It also offers purposeful functionality to manage both neat and tidy solutions and large implementations and data sets, with productivity and security features instantly available.
Experience Matters
With over 20 years of experience, Teneo has stood up as an industry-leading development tool for enterprise-grade organizations aiming to develop business-critical customer service solutions.
We are pioneers in the industry with patents to prove it and have an industry-leading Customer Success team. We have a proven use of no-code / low-code / pro-code, making it accessible for teams with varying levels of technical expertise.
The Power of Contact Center Automation and Conversational IVR
Teneo is transforming contact center automation with the next generation of IVR software, aiding high-growth companies like Telefónica and Swisscom in exploring new opportunities through AI conversations.
Telefónica, an industry leader in Germany, has experienced significant success with its implementation of Teneo’s solution, OpenQuestion.
This AI-based system manages nearly one million voice-based requests per month, while also handling 200,000 customer requests via SMS and WhatsApp. Since its deployment, Telefónica has noted a 6% increase in its IVR resolution rate and the ability to handle 900,000 additional monthly calls and 200,000 extra monthly text requests.
Consequently, Telefónica has seen a reduction in costs and an increase in customer satisfaction, enhancing customer retention and the acquisition of new customers.
Swisscom, a telecommunications provider in Switzerland, also achieved remarkable growth after incorporating OpenQuestion. It now supports around 9 million calls per year, covering four languages: German, Italian, French, and English. As a result, Swisscom has experienced an increase of 18 points in its Net Promoter Score (NPS), an indication of improved customer satisfaction and loyalty.
OpenQuestion has enabled Swisscom to efficiently resolve simple customer requests through easy self-service, while ensuring the availability of expert staff to focus on solving more complex problems.
Before the implementation of OpenQuestion, Swisscom was struggling with long wait times and unresolved issues, which were negatively impacting customer satisfaction rates and causing customer churn.
In conclusion, contact center automation represents a powerful tool for businesses looking to improve their customer service. By harnessing the power of AI and automation, businesses can streamline their operations, improve customer satisfaction, and secure a competitive edge in an increasingly digital marketplace.
Educate yourself with some of the largest Contact Centers Automation project, here.