Profile cover photo
Profile photo
Anthony DINIS
94 followers
94 followers
About
Anthony's posts

Post has attachment

Post has attachment
The Role of Artificial Intelligence in Conversational Commerce. https://goo.gl/OWppwv

Automated customer service has been around for some time, delivering on the promise of faster, more efficient customer engagement. From predictive dialing solutions to IVR menus, customers are empowered and save time when optimized self-service options are available to them. Yet, with the growing trend of conversational commerce, automation has become ever more sophisticated: from chat bots to intelligent assistants, artificial intelligence is now the norm for offering the most advanced personalized service possible.

The rise of intelligent assistants and chat bots

Conversational commerce enables customers to have more personal relationships with brands while receiving service and sales assistance on a single channel. Many brands are therefore turning to artificial intelligence to give customers the most comprehensive assistance possible. E-commerce site Amazon unveiled its intelligent assistant Alexa, which is able to assist customers with everything from searching its vast product catalogue to making purchases while consulting customer purchase history. Similarly, Facebook M enables customers to make virtually any kind of request, from ordering food to checking an account balance. While humans are on staff to handle complex cases, the interface is nonetheless powered by an intelligent assistant capable of carrying a natural conversation in order to provide detailed search results, make purchases, and fulfill other customer requests.

the-role-of-artificial-intelligence-in-conversational-commerce-insideIn addition to intelligent assistants, chat bots are a hot trend in conversational commerce. As software programs that simulate intelligent conversation, chat bots interact with customers through chat interfaces using both textual and audio means. Some function based on rules and may only perform limited functions, such as providing fact-based answers to highly specific demands (requesting the current weather, finding the nearest grocery store, and the like). Chat bots powered by artificial intelligence, however, respond to language and are able to learn continuously during a conversation with a user, growing smarter as they go and providing highly personalized responses. Many retail brands have embraced the artificial intelligence aspect of chat bots to offer in-depth and humanized service, from fashion brands such as Everlane and Louis Vuitton to fast food chains such as Taco Bell and Burger King.

The evolving role of human agents in customer service

So how will artificial intelligence impact the role of human agents in customer service? It’s more than likely that automation will not fully replace the live agents on the front lines. As it is, many bots are currently monitored and backed up by human agents, especially at times when human intervention is absolutely necessary. Just as IVR and other self-service tools eliminate the need for agents to perform monotonous tasks, it’s fair to say that artificial intelligence will give agents the time and focus to work on more complex cases and creative tasks.

As a global leader in cloud-based contact center software solutions for customer service and sales, Vocalcom chose to integrate Facebook Messenger, Telegram, WeChat, Viber, Kik, and conversational SMS into its cloud contact center platform to evolve into a premium conversational commerce platform for delivering great customer experiences, offering a data-rich context that enables customers to switch easily between channels in a single interaction. Conversational interactions through text messaging, in-app messaging, and platforms such as Facebook Messenger, Telegram, WeChat, Viber, and more allow customers to engage with brands in real-time or asynchronously through a single thread. Currently, 40% of companies have seen a call deflection rate when shifting customers to SMS, and 23% have plans to add it this year, resulting in more than 60% of all contact centers offering SMS support by the end of 2016. Learn more about Vocalcom contact center software solutions for giving customers the very best of modern customer experiences.

Post has attachment
5 Key Ingredients for Transforming Your Contact Center Into an Omnichannel Engagement Center. https://goo.gl/UOh0ip

In our modern world, omnichannel is the path to delivering great customer experiences and keeping customers satisfied. An Aberdeen Group study found that brands with strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for brands with weak omnichannel engagement. What’s more, PricewaterhouseCoopers claims that by 2020, the demand for omnichannel customer experiences will be magnified by a demand for essentially perfect execution. Such statistics shed light on the fact that brands need to keep up more than ever with the preferences of their customers, as even a single poor experience can lead to churn. Here are five key ingredients for transforming your contact center into a modern omnichannel engagement center.

Build an omnichannel strategy and culture.

Creating an omnichannel engagement center begins with devising a strategy and building a culture that follows it. Map out your customer journey and determine exactly what goals you aim to reach as a company. Once the goals are defined, assign employees to the positions that best match their skills and motivation. Contact center employees should then receive thorough and ongoing training and feedback to improve individual practices, emphasizing a culture of providing quality and real-time service on all channels at all times.

Implement cutting-edge technologies.

Successful modern contact centers are driven by sophisticated technologies and engaged employees who master these tools. CRM software is essential to creating a centralized database from which agents may monitor all customer interactions seamlessly. Other tools such as visual IVR empower customers through self-service, cater to mobile customers on the go, and save them time while driving agent productivity through faster connections and accurate routing to the most qualified agents. Prioritized callbacks further save customers time and drive agent efficiency by eliminating hold times and giving the customers the option of a callback when their position arrives at the front of a queue. Lastly, the current trend of conversational commerce should not be overlooked, as messaging apps and SMS are steadily growing in popularity for customer service. Today, more than ever, an omnichannel engagement center is key to delivering customer satisfaction.

Measure your metrics.

There are numerous KPIs to measure in the contact center that reflect the quality of your customer service. Paying close attention to metrics such as average handling time (AHT) and first contact resolution (FCR) are essential to knowing how productive and skilled your agents are as well as how efficiently contact center practices are working. If customers are being re-routed too frequently, agents may need to be matched more appropriately to the correct positions or departments. Other metrics such as hold times and abandonment rates are critical to understanding customer satisfaction and churn levels. However, as you develop a global view of these metrics, refine practices to tailor to what your customers truly need. For example, sometimes AHT needs to be longer in order to achieve FCR, which in turn increases customer satisfaction. So pay attention to metrics, but see the overall picture as well.

Listen to your customers.

An essential aspect of running a successful omnichannel engagement center is listening to your customers. Take their feedback seriously, whether it is gleaned from social media through listening tools or through traditional surveys, and always reach out to those with low satisfaction scores. Make an effort to contact customers on their preferred channels for both marketing and customer service. It’s also critical to analyze their behaviors to determine which channels need the most attention. Webpages of the brand website that attract the most attention might be optimized to feature live chat pop-ups more quickly than on other pages, and popular channels can be staffed more efficiently to meet high demand. The more you strive to improve, the greater the customer experience you will offer.

Focus on optimization.

Last but not least, remember that the difference between multichannel and omnichannel lies in optimization. If your brand is merely present on multiple channels but lacking in service quality due to understaffing, less than optimal technology, or inconsistent practices, your customers will never benefit from a truly omnichannel experience. Be consistent in quality, and optimize across all channels at all times to deliver on your promise of quality service.

Transforming your contact center into a true omnichannel engagement center is a team effort. With the aid of modern technologies, contact center staff may deliver optimized customer experiences that will satisfy customers no matter what their channel of preference. To deliver the very best of omnichannel customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

Post has attachment

Post has attachment
GetRank is GetApp’s quarterly ranking of the top 25 Call Center apps based in the cloud. Each app is scored using five criteria, each worth 20 points, for a total possible score out of 100: User Reviews, Integrations, Mobile Apps, Media Presence, and Security. Each app’s GetRank score is completely independent of commercial interests and existing relationships that GetApp has with app vendors. For a full report on GetRank and quarterly industry trends, check out the research tab above. https://www.getapp.com/customer-service-support-software/call-center/#getrank


Post has attachment
Keeping Up with Customers through Social Customer Service

As customers nowadays demand quick responses on social media, contact centers need to be geared to deliver customer service efficiently. Technology has changed the way we communicate, as nowadays we connect on channels that did not even exist ten years ago across numerous, equally novel, electronic devices. In this era of constant connectivity, people have grown used to demanding and expecting faster communication—quick questions and even quicker answers. With the rise of social media sites, customer service has been completely redefined: not only has there been a shift away from traditional calls, but customers want answers--and they want them fast.

Consider the following statistics. Forbes recently cited a study that found that when consumers contact businesses through social media, 67% expect a response the same day while 42% expect a response in just one hour or less. Furthermore, the Wall Street Journal reported that Americans spend an average of 37 minutes daily on social media-- more time than on any other Internet activity--while J.D. Power and Associates found that 67% of consumers have used a company’s social media sites for customer service.

Contact centers need to respond to growing consumer demand for social customer service, and they may achieve this with the use of a software solution that effortlessly and efficiently integrates social media into a single platform. Vocalcom offers contact center software solutions with cutting-edge features especially designed for today’s social customer service interactions. Contact centers may benefit from the following:

Excellent social media management and engagement, with cost efficiency.
-lowered customer service costs, as engagement through the social media features results in a 30% decrease in call volume
-easy connection to company Facebook and Twitter pages with the option to speak publicly or privately, with seamless movement from one channel to another in a secured environment
-retrieval and processing of posts from various sources such as Twitter, Facebook, and YouTube. Agents are also able to engage directly with fan page followers through Linkedin, Facebook, and Google Plus fan pages
-social early warning system allowing agents to see immediate feedback from surveys sent to users through web and mobile, allowing them to respond quickly to negative comments before criticism is posted publicly across social channels
-quick and easy identification of visitors coming from customers’ social circles that lets you welcome them with personal video chat

Excellent tools for agent performance and analytics.
-built-in real-time supervisor display providing instant data on performance including major SLA and KPI data
-suite of agent tools to improve efficiency, such as pre-approved responses to commonly asked questions
-advanced contact center reporting providing over 25 out-of-the-box reports with the most popular metrics for adhering to service level agreements and offering brand insights

With an advanced contact center solution optimized for social customer service, companies are set to respond to their customers in a quick, efficient manner without sacrificing the quality of service. According to Bain & Company, when companies engage and respond to customer service requests over social media channels, those customers consequently spend 20% to 40% more with the company. And many people are well aware of the most telling statistic of all about social customer service: nearly half of customers will tell friends about a good experience on social media, but even more will talk about a bad one. By delivering excellent social customer service, you’ll give your customers a great experience to talk about. Learn more at http://www.vocalcom.com/en/social-media-contact-center-software/

Post has attachment
As customers nowadays demand quick responses on social media, contact centers need to be geared to deliver customer service efficiently. 

Technology has changed the way we communicate, as nowadays we connect on channels that did not even exist ten years ago across numerous, equally novel, electronic devices. In this era of constant connectivity, people have grown used to demanding and expecting faster communication—quick questions and even quicker answers. With the rise of social media sites, customer service has been completely redefined: not only has there been a shift away from traditional calls, but customers want answers--and they want them fast.

Consider the following statistics. Forbes recently cited a study that found that when consumers contact businesses through social media, 67% expect a response the same day while 42% expect a response in just one hour or less. Furthermore, the Wall Street Journal reported that Americans spend an average of 37 minutes daily on social media-- more time than on any other Internet activity--while J.D. Power and Associates found that 67% of consumers have used a company’s social media sites for customer service.

Contact centers need to respond to growing consumer demand for social customer service, and they may achieve this with the use of a software solution that effortlessly and efficiently integrates social media into a single platform. Vocalcom offers contact center software solutions with cutting-edge features especially designed for today’s social customer service interactions. Contact centers may benefit from the following:

Excellent social media management and engagement, with cost efficiency.
-lowered customer service costs, as engagement through the social media features results in a 30% decrease in call volume
-easy connection to company Facebook and Twitter pages with the option to speak publicly or privately, with seamless movement from one channel to another in a secured environment
-retrieval and processing of posts from various sources such as Twitter, Facebook, and YouTube. Agents are also able to engage directly with fan page followers through Linkedin, Facebook, and Google Plus fan pages
-social early warning system allowing agents to see immediate feedback from surveys sent to users through web and mobile, allowing them to respond quickly to negative comments before criticism is posted publicly across social channels
-quick and easy identification of visitors coming from customers’ social circles that lets you welcome them with personal video chat

Excellent tools for agent performance and analytics.
-built-in real-time supervisor display providing instant data on performance including major SLA and KPI data
-suite of agent tools to improve efficiency, such as pre-approved responses to commonly asked questions
-advanced contact center reporting providing over 25 out-of-the-box reports with the most popular metrics for adhering to service level agreements and offering brand insights

With an advanced contact center solution optimized for social customer service, companies are set to respond to their customers in a quick, efficient manner without sacrificing the quality of service. According to Bain & Company, when companies engage and respond to customer service requests over social media channels, those customers consequently spend 20% to 40% more with the company. And many people are well aware of the most telling statistic of all about social customer service: nearly half of customers will tell friends about a good experience on social media, but even more will talk about a bad one. By delivering excellent social customer service, you’ll give your customers a great experience to talk about. Learn more at http://www.vocalcom.com/en/social-media-contact-center-software/

Post has attachment
Vocalcom lance Recordsign, une solution révolutionnaire de contractualisation vocale

Paris, lundi 13 avril 2015 – Vocalcom, éditeur Français, fournisseur mondial de solutions de centre de contact, annonce aujourd’hui le lancement du contrat vocal, une solution de souscription multicanale 100% digitale développée en partenariat avec DOCAPOST et CDC Arkhinéo.

Post has attachment
Vocalcom offers the most feature- and technology-rich platform, clearly advanced compared with their competitors. They are easier to work with, the platform offers a lower TCO and better availability overall.

Post has attachment
I really don't know why anyone would bother with an on-premise system when Vocalcom has developed such a feature-rich cloud contact center solution. We have full, feature-rich capabilities, and we can scale on a moment's notice.
Wait while more posts are being loaded