Introducing Intelligent Automation in Call Centers

Automation at the call center helps simplify existing business processes such as call handling, lead, and feedback management. It also allows agents at the call center save time and focus on more immediate tasks assigned by their managers. But what is the topmost concern when we introduce any virtual call center solution - It’s to ensure that the customer remains satisfied. 73% of customers adhere to a brand after an excellent customer service experience, and over 17% look elsewhere after a bad experience.

Automation in call center solutions can be introduced at several levels:

Before a call

This is perhaps the most crucial phase. First impressions are, after all, most profound impressions. Getting the customer to the right agent and setting the proper context for the conversation are essential.

Scheduling

Call volumes in call centers can fluctuate greatly depending on the day, area, schemes, and other factors. Ensuring that no agent is overutilized or underutilized can be a challenge. Call scheduling automation, or skill-based routing can help with this.

Chatbots

At the early stages of an intended conversation, chatbots can handle human interaction. The chatbots converse with the customer and understand the requirements. After that, the chatbots route the customer to the agent capable of handling the required queries.

In-between calls

The average call center receives up to 4400 calls a month. The insights obtained from the massive amount of data collected between calls can help with forecasting and sales automation.

Forecasting

Getting inside your customer’s head can be easier than you can imagine. With forecasting automation as an inbound call center solution, you can:

1. Use multiple parameters such as demographics, age, interests, and statistical methods to gather data.

2. Evaluate potential outcomes and understand the usefulness of each to your business.

3. Predict the right course of action based on the insights uncovered.

Sales

As part of the sales cycle, several tasks are automated to be performed at specified times:

1. Emails may need to be automatically sent out to customers with repeat purchases or a personalized one to a prospect.

2. Text messages may be sent out announcing new products or special promotions.

3. Send out appointment reminders to clients.

During a call

Agents will need help on call as well. The ability to automate some basic tasks at work and get reminders to ensure compliance can be a lifesaver in virtual call center software.

Workflow

A part of the internal workflow in a call center may also be automated, allowing agents to concentrate on more demanding tasks. The repetitive tasks such as sending out messages or emails and raising invoices can be set up automatically by an agent using customized call center solutions. The best part? There are simple drag and drop AI-driven workflows that they can use to perform these tasks.

Regulatory

Agents at a call center need to ensure compliance, such as payment-related, then PCI, and if medical-related, then HIPAA. Agents can be guided on the call by chatbots. The software may even perform sentiment analysis. The guidance provided to the agent is in the form of possible next steps, troubleshooting help, and sometimes even tips to avoid legal issues.

Closing words

That’s how it is possible to introduce automation in call centers in three different phases or buckets. According to Capgemini, 63% of organizations have improved customer satisfaction thanks to intelligent automation.

To know more, get in touch with us for how we can help you with call center management or call center solution development.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/

Popular Mobile App Development Trends 2022

 

Did you know there are more than 5 million mobile apps in the market today? And this is
only the beginning of the growth story for mobile application development. With
innovations in technology, demand is on the rise. The mobile app development
industry is growing at crackling speed.

Also, the world is more focused on their phone today. This has made mobile app
development a market to watch out for. New trends are always around the corner in
mobile application development being an evolving industry. If you stay updated, you will
deliver solutions that answer your user’s needs. Here is a quick list to get you started:

• Bringing on board the power of Artificial Intelligence and Machine learning

AI and Machine Learning will drastically reduce the time to develop mobile apps. There will be fewer human errors. Many mobile apps use AI-driven tools like chatbots and personalization to create wow user experiences. We can look forward to precise AI-powered geolocations, faster gaming, and smoother shopping experiences.

• Riding on augmented and virtual reality

AR and VR are no longer synonymous with gaming. Mobile application development services are the new users on the block. By using AR and VR, service providers create personal interactions with their users. For instance, clothes shoppers have an up-and-close look at what they’re buying while sitting in their living room. Online classrooms are also adding the feature to their portfolio.

• A platform for commerce

M-commerce is the new offshoot of e-commerce. Here, transactions happen on a mobile device. The trend gained immense traction during the Covid years. It is here to stay now. Mobile app developers are going the extra mile to build user-friendly, high-speed apps that make commerce happen with the flick of a finger in a competitive market.

• Growing focus on mobile app security

As the market grows, the chances of frauds and hacks grow with it. There are millions of people using apps today, where they share sensitive information at times. Mobile app development companies cannot afford to have any security lapses. Enterprises are already investing in cyber security and this trend is only going to grow, as industries move towards becoming security-centered.

• Power of Predictive Analytics

Predictive Analytics has already arrived in mobile application development, where Netflix and Amazon both use it. Many grocery-shopping sites you visit daily use it too. This trend of using predictive analytics to study users' habits or personalize product recommendations will play a more prominent role in app development this year.

• The arrival of app development for multiple platforms  

The lines between operating systems are going to blur. Mobile app developers will increasingly move towards building apps compatible with Windows, iOS, and Android. Using one central codebase (with minor tweaks), developers will build apps with a native feel for each platform. It will aid in lowering costs and create faster workflows for companies.

Know everything about app development, stay ahead of the curve

Mobile applications have reshaped the way many industries operate today. They have opened communication and helped customers and corporates connect in seamless ways. They are crucial for enterprises, making it imperative to stay in step with the latest trends and usher ahead of the curve. This has also helped in seeing traction in the mobile apps development services industry.

How to Solve the Most Common VoIP Problems

VoIP business solution is fast emerging as the number one way in which the global corporate world communicates. And that’s not surprising – as this cutting-edge cloud-based phone system brings flexibility, scalability, and cost-effectiveness to the table.

However, any technology needs the right infrastructure to function seamlessly. And VoIP business solution requires a stable internet connection to work in a glitch-free manner. A poor internet connection can lead to issues like dropped calls, choppy audio and stuttered speech.

These are complaints that no enterprise would want out of their business phone system. Call quality problems can hamper team conferences and create unsatisfactory experiences for your customers. Therefore, one must be cautious while selecting their VoIP Solutions Provider.

Every problem invariably has a solution. If you’re having issues with your VoIP phone solution, then read on to know these tips for troubleshooting VoIP issues, that will ensure that your telephony system is up and running in no time with robust VoIP app development.

Tips to solve your VoIP woes

Problem: Jitter

This is one of the most common VoIP problems that users face. VoIP phone systems transfer data in the form of packets over internet networks. When these packets reach their final destination, they are reassembled so that the words become coherent to the call receiver. When these packets don’t reach their destination, it results in a packet loss or Jitter. This is usually caused by congested networks and can result in choppy or incoherent audio.

Solution: Check your internet network connection and wireless setup thoroughly. If you’re using wireless headphones, switch to wired ones, as they reduce the chances of jitter. Network monitoring tools that identify packet streams carry VoIP data and tag them for protection using Quality of Service features are a quick way to resolve this issue.

Problem: Echo

Echo happens when an audio call faces a repeat of voices at intervals and inconsistent volume levels. It’s usually the call recipients who face Echo issues at their end. Echo is another big reason that can put off your customers and cause disruptions in team conferences.

Solution: The best way to prevent echo is to get off the speakerphone. Speakerphones transmit voice using many microphones, which can cause disruption. Echoing can also be caused by a slow internet connection. Conduct an internet speed test to check the bandwidth speed and quality.

Problem: Broken audio

Choppy or broken audio is something many VoIP users report. If anyone on either end of the phone line is facing a cutting in and out of the voice, then it’s usually the result of insufficient download bandwidth. Choppy audio is caused by packet loss, when some packets of the voice data are not successfully transferred to the other end. This is caused due to multiple reasons: network latency, a lack of bandwidth, or high network congestion.

Solution: Turn off applications that require streaming – like YouTube and Netflix. They take up a lot of your internet power. It’s also good to make sure that your VoIP connection has priority on your router’s Quality of Service (QoS) settings.

Problem: Latency

Latency refers to the time taken for voice data to move from a phone to the headphones. The magnitude of the voice lag depends on the device you use, your internet connection, or even the headphones you are using. Latency manifests as a delay in hearing the voice at the other end or as an echo.

Solution: Use wired headphones. Some phone devices ask users to wear headphones that are specifically recommended for the brand. This helps minimize latency.

It’s super easy to end your VoIP problems

If you follow these tips along with all other best practices of using a VoIP business solution then putting your VoIP woes to rest becomes a quick and seamless process. End result: you can enjoy HD call quality and improve communication and collaboration within your enterprise at a minimal cost.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/