For Enterprise

Changes in technology, and rising customer expectations, are making it difficult for enterprise call centers to provide the level of customer experience that customers expect today. These changes mean that customers want to receive a very different type of customer service. Customers are juggling busy lives and want to access self-service options 24/7, 365 days a year, with no time to wait in busy queues for customer service.

Also, if customers need to speak to a call center regarding a very complex issue, they expect a highly empathetic problem solving approach. Currently, another issue facing enterprises is recruiting and training human agents and supervisors with excellent empathy and analytical skills. There is also the very real challenge of retaining these agents. Latest research by industry analysts Cavell Group, revealed that more than 50% of organisations have seen over a third of their contact center agents leave within the last 12 months. With poor customer experience leading to the ongoing battle of customer churn and now the added issue of agent churn, technology can help to manage this business challenge.

Voice AI can be part of this solution, as it can help to reduce large call volumes and provide 24/7 self-serve options, diverting thousands of tedious tasks. This diverts the very complex queries which require a higher level of understanding to human agents. Working together in this way can help give agents better job satisfaction. Overall this solution can help to decrease customer frustration, as there are no longer large call volumes and the customer’s call is directed to the right resource.

Verbio’s solution includes a suite of optimized voice AI technologies with call automation, to deliver a personalized, intelligent and accurate experience to customers, while reducing call center costs.