For Enterprise

Enterprise call centers are finding it challenging to provide a great customer experience. This is due to changes in technology and increased customer expectations. These changes mean that customers want to receive a very different type of customer service.

Consumers want to be able to access self-service options at any time of the day, throughout the entire year. This is because they lead busy lives and don’t have the time to wait in long queues for customer service. They would rather take advantage of automated systems. These systems allow them to quickly and easily access the service they need.

Furthermore, it eliminates the need of waiting on the phone, which can be both inconvenient and time consuming. The availability of 24/7 self-service options offers greater convenience and flexibility for customers. This allows them to access the service they need when it’s convenient for them.

Customers often need to contact a call center for help with complex issues. They expect to be treated with empathy and have their problem solved. Currently, another issue facing enterprises is recruiting and training human agents and supervisors with excellent empathy and rational skills. There is also the very real challenge of retaining these call center agents.

According to recent research by analysts Cavell Group, more than a third of contact center agents leave in the last year. Poor customer experience has led to a battle of customer churn, and now there is an added issue: agent churn. Technology can help to manage this business challenge and provide good customer experience.

Voice AI can be part of this solution. It can help to reduce large call volumes and provide 24/7 self-serve options. This would divert thousands of tedious tasks. This diverts the very complex queries which require a higher level of understanding to human agents.

Working together in this way can help give agents better job satisfaction. Overall, this solution can help to decrease customer frustration. There will no longer be large call volumes and the customer’s call will be directed to the right resource.

Verbio’s solution includes a suite of optimized voice AI technologies with call automation. It delivers a personalized, intelligent and accurate experience to customers, while reducing call center costs.