What is a call centre solution?

A contact centre solution enables businesses to manage large volumes of incoming and outgoing customer calls. It is a centralised system that includes various tools, technologies, and processes for handling customer interactions, such as voice calls, emails, chat, SMS, and social media messages.

What are the five pillars of a contact centre?

People – The recruitment, training, and management of agents and other staff members in the contact centre.Process – The procedures and workflows that are in place to handle customer inquiries and requests.Technology – The hardware and software systems that are used to manage customer interactions, such as telephony, CRM, workforce management, and reporting tools. Data – The collection, analysis, and utilisation of customer data and feedback to improve the customer experience and optimise contact centre operations.Strategy – The overall vision and direction of the contact centre, including its goals, objectives, and performance metrics.

What are the different types of contact centres?

There are five main types of contact centre.Inbound – Incoming customer calls and enquiriesOutbound – outbound calls such as telemarketingBlended – Handles both inbound and outboundVirtual – staff work remotelyMultichannel – across all channelsOmnichannel – across all channels and can switch between channelsCloud – hosted in the cloud

How many calls can a call centre handle?

The number of calls a call centre can handle varies depending on a number of factors, such as the size of the call centre, the number of agents available, and the complexity of the calls.

Who are the leading contact centre vendors in the UK?

The leading contact centre vendors in the UK are Mitel, 8×8, Cirrus, Gamma and Five 9, all of which Opus Technology are platinum partners with.

Conversational AI for Contact Centre

Use conversational AI in your contact centre to take your customer interactions to the next level

Conversational AI tools for contact centres such as Intelligent Virtual Agents (IVA) and Agent Assist, understand and respond to customer enquiries and also streamline operations by automating basic tasks. This enables seamless communication between customers and agents across various channels like voice calls, chat, email, and messaging platforms. Typically, IVAs act as virtual assistants, offering automated support and information to customers. Agent Assist aids human agents in real-time by providing relevant guidance during interactions.

Conversational AI tools reduce operational costs and improved customer satisfaction

Conversational AI for contact centre automate routine tasks and provide personalised experiences to your customers. Through automation, they significantly reduce operational costs by minimising the need for human intervention in handling repetitive enquiries.

By streamlining processes and reducing response times, conversational AI tools improve operational efficiency and ensure consistent service quality.

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Conversational AI tools, respond to your customers the same way a human would

They use a combination of artificial intelligence and natural language processing techniques to understand and respond to human language input in a way that resembles natural conversation.

Conversational AI tools understand user input by processing it to extract the meaning and intent of the request or conversation. This is achieved through natural language processing (NLP) algorithms, which analyse the input to identify keywords, phrases, and context. This process helps agents’ determine the user’s intent and decide on the next action to take.

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They take into account the context from previous interactions to deliver relevance

The context of the conversation with the customer, including previous interactions and relevant user information is also considered by conversational AI. This contextual understanding enables the tool to generate more relevant and personalised responses, taking into account both the customer’s previous interactions as well as the current conversation.

Once the user’s intent and context are identified, an appropriate response is generated. This process may involve accessing knowledge bases or databases to retrieve relevant information. The response is then constructed in natural language, aiming for human-like sound and ease of understanding for the user.

Conversational AI tools continuously learn and enhance their performance

After responding to the query, the conversational AI tool can seek additional feedback from the customer to enhance its understanding and improve future interactions. Feedback can come in various forms, including customer responses or behaviour patterns during interactions.

By analysing customer interactions and feedback, they update their models with new data to improve accuracy and effectiveness in responding to future queries.

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The benefits of conversational AI tools in a contact centre are endless

Deploying conversational AI in contact centres enables businesses to streamline operations, reduce costs, improve service quality and maximise upsell and cross-sell opportunities, leading to a more efficient and profitable contact centre and improved customer experience.

Conversational AI in the contact centre revolutionises operations by automating repetitive tasks and handling common enquiries, freeing up agents to focus on more complex tasks. This leads to improved agent productivity and job satisfaction.

How does conversational AI work?

Lower operational costs with IVA

By leveraging intelligent virtual agents, businesses can lower operational costs by reducing the need for additional human agents to handle routine enquiries. This enables businesses to allocate resources more efficiently while still providing excellent service.

Real time guidance with Agent Assist

With Agent Assist, agents can receive real-time guidance and access to knowledge base articles during customer interactions. This ensures that agents are equipped with the information they need to provide fast, accurate service, ultimately enhancing the overall customer experience.

Reduce agent workload with Agent Assist

As a result of Agent Assist, customers receive quicker support, increasing satisfaction levels and agents benefit from streamlined processes and access to tools that bolster their service provision, fostering a positive working environment.

Identify sales opportunities using AI

Conversational AI can be used to identify upsell and cross-sell opportunities during customer interactions. By analysing customer data and behaviour, AI-driven assistance can suggest relevant products or services, turning customer returns into potential upselling opportunities.

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