19 March 2018

The Personalized Contact Center Experience

Written by Martin Borowski, Posted in ComputerTalk, Contact Center, Unified Communications

In today’s digital world, customers expect flawless experiences across every touchpoint with your organization. The key to a flawless customer experience is relevance.

Your customers are looking for information and interactions that are relevant to them, and they don’t want all the fluff. The last thing they want to do is dig through webpages and IVR menus to find the right person or the right information. Relevance doesn’t just apply to information though. Customers also need relevance in the context of time, place, device and more.

The solution to the relevance problem is personalization. Personalization is the most powerful tool you can use to deliver a relevant experience for customers. At a high level, personalization consists of demographics and behavior. These two categories are then broken down into numerous data points that you will use to better understand the customer. In the digital age, this information is so readily available that we no longer ask the question “Why should I personalize?” The question now is “Why not personalize?

14 March 2018

4 Reasons Global Enterprise Need Cloud

Written by Martin Borowski, Posted in ComputerTalk, Contact Center

Many global enterprises choose to manage their own technology, and with good reason. When platforms like the contact center are serving thousands of employees and millions of customers worldwide, you can’t afford to miss a beat.

Many enterprises view self-managed, on-premises solutions as more reliable and easier to control. In reality, modern-day cloud solutions are as reliable as (sometimes more reliable than) on-premises solutions. Some of the benefits to the cloud are obvious, such as cost savings, no need to manage infrastructure and reliable high availability. However, when deciding between cloud and on-premises, there are more things for global enterprises to consider. Here are 4 compelling reasons why global enterprises need the cloud:

21 February 2018

Small contact center, big data

Written by Martin Borowski, Posted in ComputerTalk, Contact Center

Do you know how much data is generated by your contact center? The answer might surprise you. Even the smallest contact centers that field only 100s of calls per day are generating massive amounts of data.

Whether your contact center handles 100 calls per day, or 10 000 calls per day, you have a significant data source on your hands.It’s easy to collect data, but it is crucial that you know how to sift through it and, more importantly, how to use it.

Data sources

The contact center operates in an environment involving various internal and external stakeholders, as well as multiple channels. This means that the enormous amount of data entering the contact center is coming through a number of sources and in many different formats. Here are some of the most common data sources in the contact center:

  • Text-based transcripts, such as email, SMS, and IM
  • Voice call recordings
  • Screen recordings
  • IVR data, including menu choices and information entered
  • Queuing information, such as time spent in queue
  • Data from integration sources, such as a CRM
  • Manual input information from agents

As you can see, there is a significant amount of data flowing in and out of the contact center at all times, from a number of sources. The job of the contact center is to collect all of that information, and to provide tools to optimize business processes by understanding the data. How are you using your data?

12 February 2018

Empowering contact center agents with AI

Posted in ComputerTalk, Contact Center, Technology

Every minute, your contact center generates massive amounts of data, as information flows between your customers and your organization. The contact center serves as a tool to manage this data and use it to provide customer service.

By managing the enormous amount of data, the contact center can provide insights into your customer journey to optimize your services. These insights empower agents to provide more effective and efficient service to customers. The challenge in leveraging this significant data source is in its volume. How can you sift through all of the information to find the key insights and draw accurate conclusions about your customer experience? That’s where AI comes in.

Your agents already have access to a wealth of customer information through CRM integration. This helps them provide effective, personalized service, and to solve problems quickly. Customer-specific information is important, but many insights can be gained by looking at the overall contact center. This holistic view is made possible with AI. Integrating AI into your contact center allows you to take massive data sets and distill them down into specific insights, in real time. This allows agents to receive recommendations to improve customer service while they are assisting customers. Combining customer-specific information with general insights creates a powerful experience.

05 January 2018

3 augmented reality applications for the contact center

Written by Christopher Liko, Posted in ComputerTalk, Contact Center, Technology

Many years ago, augmented reality, or AR for short, was viewed as a signal that humanity had reached “the future.” Society has fantasized for decades about what augmented reality would look like and how it would be used. An excellent example of this was Terminator’s augmented reality vision in Terminator 2. We envisioned a world where detailed information about the world around us could be displayed in an instant.

Now that we live in a world where augmented reality is a real thing, what does that look like? Some of the obvious answers are all around us. Millions of people have downloaded and played mobile games such as Pokémon Go, that layer a virtual world on top of the real one. Games such as these leverage real-life landmarks and activities to provide an immersive gaming experience that straddles the line between fantasy and reality.

Games aren’t the only modern application for augmented reality. The recently unveiled Magic Leap One brings with it the potential for a number of groundbreaking new uses for the technology. In this article, CMO features a handful of exciting ways that businesses have used augmented reality article, CMO features a handful of exciting ways that businesses have used augmented reality. These examples make it clear that augmented reality has uses in advertising, product design, retail and more. Now let’s look at some ways AR can enhance the contact center experience.

06 November 2017

ice Mobile SDK: The Mobile Customer Journey

Written by Christopher Liko, Posted in ComputerTalk, Contact Center, Technology

The power of mobile communications comes from the ability to interact anytime, anywhere. In a mobile-first world, your customers expect help when and where it is needed. The most effective way to meet this need is by integrating the contact center into your mobile app.

The contact center is the most powerful customer experience engine. Using intelligent routing and integrations, the contact center enables contextual interactions with your customers, saving time and frustration for contact center agents and customers. What if you could use your mobile application to enhance your interactions with customers? What if your customers could connect with you anytime, anywhere? How would that experience benefit your customer and your business? Watch this video to find out:


In this video, we see the insurance company leveraging a number of features made available through mobile contact center integration.

Mobile device functionality: Leveraging the capabilities of the mobile device can be extremely powerful. The insurance company can learn the exact location of the accident, view photos of the collision and move the conversation across media channels, using the power of the mobile device.

Cost and time efficiency: The insurer saves money and time in a number of ways here. The claim is processed more quickly because everything is filed electronically and instantly. The company doesn’t have to send a representative to audit the accident or the files. Furthermore, the company creates a happy, mobile-first customer that will be more likely to interact with them in the future.

Mobile context: The insurance company already has context about the user’s profile and history via their customer account. Further, the company can track the user’s progress within the app and prompt a conversation when necessary. The agent will know what pages the user viewed before beginning the conversation, allowing them to resolve issues more efficiently. You can even use context to proactively start a conversation using push notifications or popups within the app.

Here is an example of proactive engagement: Jack is in a car accident, and in his panicked state, he can’t find the “File a Claim” button in his mobile app. He is searching through several pages in the app, and the app detects that he has scrolled through several pages without clicking any buttons. The app then prompts him with a “Contact Us” pop up.

These are only a handful of benefits delivered via mobile and the contact center. Each business can gain unique advantages using this type of integration.

Getting Started

If you are interested in delivering a mobile experience to your customers via the contact center, we can help. The ice Mobile SDK is available to organizations that are prepared to take a mobile-first approach to customer experience. Whether or not you already have a mobile app for your customers, the SDK is able to integrate the contact center directly into any Android or iOS app. To learn more, you can contact us here: http://www.computer-talk.com/en/request-demo

If you would like to learn more about mobile communications and get a sneak peek of the ice Mobile SDK, sign up for our upcoming webinar here: https://register.gotowebinar.com/register/4103189764553141762