Improving Contact Center Functionality
Adding or improving Contact Center functionality is one of the most advantageous strategies for organizations that are looking to improve customer experience, improve staff retention, increase revenue while lowering or stabilizing operational costs. Solution providers can “cloudsource” applications that might be cost prohibitive for individual companies to purchase, but affordable and easy to deploy on a per seat “pay as you go” model. AI driven virtual agents, automated scoring of calls and omni-channel communications are among the methods being used to achieve these goals.
Communication Strategies can help identify use cases, define requirements and help companies navigate the dozens of applications and solution providers in the marketplace to help ensure project success.
Industry Best Practices
Communication Strategies leverages its experience dealing with contact centers from 20-10,000 agents across a broad spectrum of markets to introduce industry best practice direction to its clients from the design through solution deployment.
Omni-Channel Solutions
In today’s environment, customers want to engage via the medium of their choice at a place and time convenient to them. Communication Strategies assist its clients in developing a comprehensive omni-channel engagement strategy involving voice, chat, SMS, email, video and social media.
Virtual Agents
It has been estimated that virtual agents represent one tenth the cost of a live agent and can be ideal solutions for simple transactions where intent can be easily determined. Communication Strategies works with its clients to develop use cases and ROI studies on virtual agent applications.
Artificial Intelligence
A vast majority of business executives list the leveraging of artificial intelligence into business processes as a major organizational objective. Communication Strategies assist its clients in identifying solid AI uses.
Compliance
Whether it be health care, credit card processing, E911 calling or outbound dialing campaigns, companies are faced with a myriad of issues relative to compliance. It is estimated in fact that close to 70 of U.S. companies are not compliant with new E911 regulations including Kari’s law and RAY BAUM’S ACT. Communication Strategies assists organizations is assessing and remediating non-compliance issues.
Business Practices
Improving organization efficiency and profitability is not limited to technology enhancements. Communication Strategies leverages it vast experience across multiple market niches to recommend business process improvements to organization, resulting in immediate business improvements.
