Cloud Contact Center Software with Artificial Intelligence (AI)

It’s time for your call center managers to stop listening to random call samples. Their time can be used much more efficiently.

It’s also time to stop having live agents respond to customers with quick questions that could easily be automated. Like their managers, there are better ways they can be spending their time, and your customers are waiting too long for answers to simple questions.

And if your company isn’t going to implement these changes, their competitors will… and they’ll use it to double their profit.

Artificial Intelligence is a big buzz word but it can actually transform your contact center, and improve profit margins. In this short video, AeroCom President, Mike Smith, talks about the two biggest ways AI will dramatically improve your Customer Experience and reduce labor costs.

Want to know which cloud contact center companies Mike recommends, for you quote? Click the button below! The providers pay his fee, so his recommendations are at no cost to you.

Ask Mike

About Mike
Mike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He has been the recipient of numerous business telecommunications industry awards and in 2011, he was honored as one of the top 40 business people in Orange County, CA., under 40 years old. You can also hear him as the host of the popular Information Technology podcast, ITsmiths with Mike Smith. Follow Mike on LinkedIn, Twitter or SpiceWorks.

Transcript

Your company has old, antiquated call center software. Now (I know you know), it’s time to get off that software and it’s time to get to a newer solution.

There’s a lot of reasons why you probably haven’t done it so far. A lot of times, it’s a big time investment, but I can tell you right now, one of the biggest reasons why your company needs to move to a new solution is AI.

Now, I’m sure you’ve heard about AI, you know what it is, but you probably don’t know all the things it can do for your contact center. I can tell you that AI is probably one of the biggest reasons why you need to get off that antiquated call center software and get to something new. It will revolutionize your call center, save your company tons of money on labor, and really improve your customer experience in ways that you were never able to do, with that old software you’re using today.

So, how do they do that? Well, number one, with AI, they’re able to read customer sentiment live. So, the software is able to pick up on not just calls, but also with chats and emails and social media. They can pick up on if a customer is upset, if an agent is being rude, if an agent is being condescending, if the customer is happy, it can pick up on all that stuff.

And managers for your call center, can actually set up some stipulations, so based on sentiment, they can have certain calls sent to them, for review and rating.

So right now, with the old software, your managers are trying to find a needle in a haystack, trying to find calls that they should be evaluating. They’re picking things randomly. That makes no sense. They don’t want to be listening in on random calls. They want to listen to the calls that matter, the ones where a customer was upset or ecstatic about the service, they want to pick those out and listen to those and train employees based on those calls.

Their training is going to improve a ton, just from that alone, and the fact that they can also read it on chat and these other platforms is huge. So, that will drastically improve the customer experience and training that your call center gets, and that will equate to revenue. So, no reason not to switch.

Also, in addition to customer sentiment, AI is also able to give you the ability to have “bots” pick up on things that can be handled automatically, or you can automate certain manual tasks. Instead of having to have live people do things that are really arduous and just monotonous and that you could actually have automated, you’re able to use bots to automate those responses. So, if somebody is asking something simple that a bot can answer, it’ll answer it.

But the AI will also help the bot understand when it’s time to bring in someone live, and bring that person in. So, the customer gets very quick responses when they need it. Maybe there’s nobody available to talk to them live, but a bot was able to respond right away, but if they need to talk to someone, then they’ll wait.

So that again… reduced labor costs, really improve the customer experience.

AI alone… that’s got to be the biggest reason why you need to get off that old antiquated software and move to a new cloud contact center solution and help your company really increase revenue, improve customer experience and reduce labor costs.

But which companies should you use?

Call me at 714-593-0011 or email me. I’m happy to give you some recommendations. There’s dozens of cloud contact center service providers out there. My job is to study all of them and know which are the best fit for your company, based on your requirements. Don’t start Googling it and try to figure all this stuff out on your own. You’re going to make the wrong choice. Just call me at 714-593-0011, shoot me an email. I’m happy to listen to what your company needs and give you my recommendations of the three, to five, cloud contact center vendors that you should be quoting for your business for a new solution.

And the nice thing is our company won’t charge you a dime for our recommendations, so it won’t cost you anything. There’s no excuse not to reach out. I’m happy to help.

I hope that information was helpful to you. If you have any other questions, reach out and have a great day.