Technology Questions
What is computer telephony integration (CTI)?
CTI is the integration of telephone and computer systems for applications such as screen pop, routing and reporting. CTI has been implemented in call centers since the early 1990’s. Now it has evolved to be called customer interaction management (CIM) technology, which provides much more functionality.
What is Customer Interaction Management (CIM) technology?
CIM technology is a family of applications that is designed to assist contact centers to process and report on voice, email, chat and other customer interactions. The technology can simultaneously improve service and reduce costs. Applications include voice self service (IVR/speech), routing, email, chat, outbound, agent desktop, call back, workforce management, integrated reporting and analytics for all applications, and much more. CIM technology can be customized to each contact center and can even extend now beyond the contact center.
What is interactive voice response (IVR) technology?
IVR technology recognizes Touch Tone or speech input from a caller, such as a menu selection or a customer number, and responds using pre-recorded voice or text-to-speech (i.e. synthesized voice) technology. It can also convert text from a database into speech for applications such as account inquiry or order status, and can route a call to an agent. IVR applications are part of the family of self service technology that essentially can automate calls 24/7.
What are contact center analytics?
Contact center analytics is the process in which contact center operations’ data is logically analyzed using software tools to determine micro and macro trends. It also allows for ad hoc inquiry of the data.
What are contact center dashboards?
Contact center dashboards are software applications which typically provide critical contact center statistics on a narrow frame of a PC browser.
What is multi-media?
Multi-media technology in contact centers generally refers to email and chat interactions. Technically it also includes video, although this media type has not yet gained widespread use in contact centers.
What is speech recognition?
Speech recognition recognizes spoken words and converts them into text. The text can be commands such as “transfer”, or data for entries like an account or credit card number.
What types of contact centers have implemented customer interaction management applications?
Virtually all types and sizes of contact centers, both inbound and outbound, and in every industry have implemented customer interaction management applications.
What is end-to-end reporting?
These are reports which show summary and detailed data about interactions from the time they arrive in the contact center to the time they are completed. It includes detailed data about interactions as they are processed by each application (e.g. IVR, routing) and each agent.
Business Questions
What does world class service mean?
While there is no specific definition of world class service by the contact center industry, Aria defines it as “having a goal to exceed customers’ expectations in all interactions”. Another way to express this is the customer says “Wow!” after an interaction.
What is a world class contact center?
There is no standard industry meaning of a world class contact center but Aria defines it as "one that provides world class service at an optimal cost."
Why would my company want a world class contact center?
A world class contact center enables a company to exceed its customer’s expectations for interactions, thereby retaining more customers and increasing revenue and profits.
Contact centers are often not meeting customers’ expectations. For example, in one major North American survey 23% of customers said contact center interactions fall short of their expectations and consumers rated contact center efficiency at 66%. Interestingly, in the same survey 90% of contact center managers felt they met or exceed caller’s expectations.
By not meeting customers’ expectations a company is seriously compromising its bottom line by not retaining enough customers and missing revenue opportunities. A world class contact center eliminates these problems.
My center’s service levels are very good, so why would I need customer interaction management (CIM) technology?
CIM technology can enable a contact center to exceed its customers’ expectations in all interactions.
Service levels are only one measure of performance. There could be a number of situations which negatively impact customer service that are not being tracked. For example, customers may not be getting first call resolution, or certain interactions may be handled by agents with inadequate skills. In many cases we find the 80/20 rule applies, in which 80% of customers are satisfied with their interactions while 20% are not (perhaps for complex or non standard interactions). These ideas are supported by industry studies which clearly show that contact centers are not meeting customer’s expectations.
Don’t customers dislike using IVR applications?
Customers dislike IVR applications which are poorly designed and don’t offer something of value to them. On the other hand, applications that have well designed call flows and offer customers 24/7 self service for things like account inquiry, order status, order entry and many other applications are very well accepted.
What kind of accuracy can be expected using speech recognition?
Generally, the accuracy of speech recognition of a specific word is over 99%. However, applications which require the caller to speak several words in a row (e.g. a credit card number) are often 90-95% accurate, overall. Accuracy depends on many things such as the design of the application, the background noise where the caller is calling from, and the caller’s pronunciation of words. Most best-in-class products have proven to work well in many situations and applications. |
|
Why Choose a Genesys Gold Partner ?
|
> FAQ