05 January 2018

Contiguous communication: transcription

Written by Christopher Liko

CONTIGUOUS: SHARING A COMMON BORDER; NEXT OR TOGETHER IN SEQUENCE.

Contiguous communication is the fabric that holds together the contact center of the future. It provides the contact center with the ability to unify the customer experience across any device, media format and channel. Contiguous communication enables agents and customers alike to view and analyze contact transcripts.

In this biweekly blog series, we will present the capabilities and features made possible by contiguous communication. This week, we will discuss how contiguous communication impacts transcription. To view our previous blog post, click here http://www.computer-talk.com/en/blog/item/contiguous-communication-real-time-channel-switching.


For customers, receiving contact transcripts is becoming more common. With the increase in the use of webchat, customers are more frequently requesting the receipt of a chat transcript in their email inbox. What if customers could request a transcript from any contact type, in any media format, and receive it automatically? Contiguous communication allows for the automatic creation of contact transcripts, regardless of the contact type, such as voice, IM or SMS. Not only can the transcript be automatically created, but the customer can choose to receive a voice call transcript in a text format, or a webchat transcript as an automatically dictated voice message.

To contact center agents, contact transcripts are a crucial tool for evaluating and optimizing contact center performance. For agents, contiguous communication allows for the creation of transcripts in the same ways as customers: instantly, from any contact type and in any media format. What is more important for agents, though, is the ability to review transcripts in secondary interactions with customers. Contiguous communication provides agents with additional transcription features to better support customers.

Agents can get transcripts in whatever media format is necessary. This means that they can read a transcript while speaking to a customer on the phone, or listen to a transcript while speaking with a customer by IM. Furthermore, contiguous communication enables detailed transcript analysis. An agent can search through a transcript for keywords, or determine what was said at a specific timestamp of the contact. If a customer references something that was said in a previous conversation with the organization, the agent can find those keywords in a matter of seconds.

This is just one of the many ways contiguous communication helps bring your contact center into the 21st century. Stay tuned for the next blog in the series! If you can’t wait to find out more, reach out to us here [http://www.computer-talk.com/en/contact-us].

05 January 2018

3 augmented reality applications for the contact center

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

18 December 2017

Contiguous communication: real-time channel switching

Written by Christopher Liko, Posted in Contact Center

Contiguous: sharing a common border; next or together in sequence.

Contiguous communication is the fabric that holds together the contact center of the future. It provides the contact center with the ability to unify the customer experience across any device, media format and channel. Contiguous communication enables agents and customers alike to switch between modalities and media formats in an instant.

In this biweekly blog series, we will present the capabilities and features made possible by contiguous communication. First, we want to discuss the ability to switch modalities in an instant.

Contiguous communication enables the linkage of customer profiles across channels. This enables customers to switch channels while continuing to interact with the same agent on the same contact. Switching channels in real time is a crucial feature for customers that may be on the go, or lose access to a specific channel. For example, a customer using instant messaging may need to get in the car and drive, so they no longer have access to the instant messaging channel. Contiguous communication enables the customer to switch from instant messaging to a phone call in real time, so that they can continue the conversation without interrupting their daily activities.

The objective of contiguous communication is to make the customer experience feel natural and effortless. In a digital world, your business no longer competes only with your competitors. You are competing with the customer experience provided by device manufacturers, application developers and any other business-customer touchpoint. Customers have a short attention span, and if their experience is not effortless, they will become frustrated and give up.

Contiguous communication helps your organization make leaps ahead in customer experience. If you want to provide exceptional experiences that set you apart from competitors, you need the power of contiguous communication in your contact center. To learn more, contact us here.

11 December 2017

IoT: Smart Homes and the Contact Center

Written by Christopher Liko, Posted in Contact Center, Unified Communications, Technology

It’s no secret that the world’s biggest companies want their smart devices in every household, worldwide. With the release of the Amazon Echo, Google Home and the upcoming Apple HomePod, it will soon be as normal to have a smart speaker in your home as it is to have a smartphone in your pocket. Consumers and businesses alike can benefit from the use of these devices, but how does a business effectively integrate smart speakers into their business processes?

IoT in the Contact Center

We have known for some time that IoT is shaking up the role of the contact center.

Contact centers are adapting their operations to accommodate smart homes, smart cities and smart buildings. IoT nodes offer powerful data sources, and the interconnected nature of these devices provides a large-scale, holistic view of IoT networks. Feeding these data sources into contact centers gives businesses a unique opportunity to optimize their operations and report on key systems. Now, as consumer IoT devices become ubiquitous, a new opportunity arises for businesses.

06 November 2017

ice Mobile SDK: The Mobile Customer Journey

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

 

28 October 2017

LIVE WEBINAR: NOVEMBER 30TH - 1PM EST - Mobile Customer Experience, Powered By The Contact Center

Written by Christopher Liko, Posted in Webinars

mobile sdk

Mobile has become the centerpiece of today’s customer experience.

Without leveraging mobile, your organization is missing a crucial (and constantly growing) piece of the customer experience strategy. So why is mobile often siloed from the rest of your customer touchpoints?

The good news is that we can help you remove that silo. Bringing mobile as a channel into your contact center ensures that you deliver effective and personalized experiences to your customers- anywhere, anytime.

In this live webinar, we will discuss:

• The benefits of leveraging mobile as a gateway into your organization via the contact center

• A real-life example of how mobile integration helped an organization deliver powerful experiences to its customers

• How you can easily add contact center functionality to a new or existing customer-facing mobile app

• Live mobile app demonstration

Whether you are building a mobile app from scratch, or have an existing one, ComputerTalk’s ice Mobile SDK can bring mobile web chat capabilities to your customers. By connecting your mobile app to the contact center, you can leverage the power of context and proactive engagement to create groundbreaking customer experiences.

Join us for this webinar and learn how to connect with your customers in ways that you never thought possible!

 

REGISTER NOW