Tools for voice integration, call monitoring and automation.
Contact centers allow customers to self-service and resolve their issues through two-way, keyword-driven instant messaging, text messaging, or communication with chatbots. This self-service reduces the time agents spend on the phone, reduces customer wait times and lowers overall costs.
Contact centers can enhance customer profiles. When customers interact with a call center or contact center, they share information about their personal preferences and behaviors, which agents can collect and use in future interactions to improve CX. Organizations can also integrate CRM software with contact centers to collect more customer data and conduct effective analysis.
Call center agents can collect data through calls, but the digital channels used by contact centers make the process easier and more efficient. Contact center software collects customer data from each channel used and compiles it into a customer profile. Since most contact center customers interact using multiple channels, the center collects more data. More data can allow contact centers to tailor CX to benefit specific callers and better route calls and other communications.
Call centers use IVR as automated digital assistants that operate on the phone with voice prompts and keyboard input. IVRs in call centers often struggle to reach live agents and resolve issues effectively. However, contact centers take CX into account when creating IVRs. Contact center managers design IVRs to predict caller intent and direct callers to the most suitable agent. Other times, the IVR can resolve customer inquiries and issues without involving a live agent.