Contact Center Automation Solutions

In the midst of a digital revolution, where practically all processes are being digitized or automated, businesses are increasingly turning to a contact center solution to enhance their customer satisfaction rate. Artificial intelligence (AI) and machine learning (ML), along with robotic process automation (RPA) and other powerful technologies, are making it possible to enhance consumer response approaches.

This is what contact center automation solutions are, in essence: structures for optimizing interactions with consumers. Simultaneously, these services offer benefits to employees, giving them back time to spend on complex tasks. Businesses, too, are able to deliver service more efficiently, while cutting costs.

Solutions for Your Contact Center Business

Contact center automation tools allow businesses to enhance the customer experience. The purpose is to effectively meet client needs, reduce the amount of time needed to resolve problems, and alleviate the pain points commonly found in customer service interactions.

Many businesses outsource their contact center operations to external vendors. More and more, these vendors are employing different cutting-edge technologies to reduce friction and simplify workflows. These operations can be carried out remotely, offering new vehicles for delivery — cloud-based contact centers.

Automated contact center solutions provide several channels for engagement and service delivery, such as:

Chatbots
Hybrid human agent/automated agent service
Self-service portals with automated guidance
Video platforms
Virtual agent support
Voice bots

Many contact centers use a multichannel approach to ensure wide coverage, leveraging several of these solutions or all of them.

There are many existing off-the-shelf contact center automation software options available. Alternatively, many businesses turn to specialized software providers to build customized contact center automation tools to meet their individual needs as an organization.

Benefits of Using Automation Tools in Customer Service

Today, many customers are expressing a preference for digitized interactions, which are more efficient for both the consumer and the business. Employees, too, are able to leave the repetitive, time-consuming, and often tedious tasks to machines. This allows them to focus on human interactions — real conversations that demand customer service skills — as opposed to data entry and other rote exercises.

Optimizing these services will promote customer loyalty, thanks to these improved experiences. Moreover, consumers will be more likely to promote a business’ services to their network, allowing businesses to gain more customers over time.

Leveraging contact center automation tools, businesses can also scale their operations, meeting the needs of a wide base of consumers. Often, contact centers include a number of channels for interaction, meeting the needs of consumers with diverse communication preferences.

This is also a cost-effective alternative to one that demands significant manual labor. The technology will optimize your processes and reduce the need for human intervention — an investment that will pay off in the long term.

Additionally, a business with contact center automation will receive a wealth of real-time analytics and data, which they can use to improve their services and learn more about the patterns in their delivery.

AI in Call Center Automation

There are many AI trends that are at the center of the call center automation platform and process. And while AI isn’t the only technology that is necessary for these operations, it’s fundamental to many of the core processes and tools.

For example, call center automation involves machine learning, which enables the systems to leverage algorithms that promote training, allowing them to recognize patterns and become more accurate in their responses. Deep learning, which is a subset of machine learning, takes this even further, drawing conclusions from the data that can cause systems to make decisions that mirror those of human beings.

This is critical for automating interactions with customers. The conversations must mimic those of real human agents.

Additionally, AI plays a role in automating workflows, making processes faster and more efficient.

How to Perform Automated Contact Center Testing

Before deploying a contact center platform, it’s critical to perform comprehensive quality assurance (QA) testing to ensure that the solution is accurate, thorough, and usable. Many businesses rely on the STAMP tool — System Test and Monitoring Platform — to carry out automation testing.

Contact center automated testing procedures must ensure that the systems are functioning appropriately to improve both consumer and agent experiences. Remember that contact centers don’t exist in a vacuum — they must be used in real-world scenarios.

A comprehensive testing plan will account for facets of the solutions such as response times, speech recognition, interaction scenarios, and much more. It will include many different types of testing, including, but not limited to:

Load
Functional
Stress
Regression
Usability
User acceptance

BairesDev Automation Projects Process

BairesDev is a top provider for contact center automation solutions. We will work closely with you to determine your needs and requirements, which will form the basis of the plan for creating an optimal platform for your business. As we build your solution, we will keep you apprised of our efforts and respond to any questions or concerns you may have along the way.

In addition to developing a high-quality contact center automation platform, we will deploy a comprehensive testing plan, not only to catch bugs but also to ensure functionality, high performance, and usability in a variety of areas.

We will continue to provide support as you maintain, update, and scale your call center platform.