Artificial Intelligence (AI) can turbocharge the customer experience, add new levels of efficiency, boost employee morale, offer seamless integration across hybrid work environments, and improve metrics across the board.
When combined with Mitel technology, the possibilities are almost limitless.
Anticipating What Clients Want
Here’s a recent interaction that sounds like science fiction, but with AI, it became an everyday conversation.
A family called a university contact center with questions about tuition, tuition assistance, and undergraduate requirements. As the live agent spoke to the callers, AI “listened” to the questions. When the callers mentioned entrance requirements, AI found relevant information on the university’s site and noted it on the agent’s screen. When the callers asked about GPAs (grade point averages) of incoming undergrads, the agent had that information before the callers even finished asking the question.
With Mitel’s AI multimedia capabilities, AI can text or speak the exact information a caller wants before a live agent joins the conversation. And that live agent can be on-site, working from home, or even taking calls from another country.
AI can even act as a fast, efficient, easy-to-use front end for callers, accurately answering most questions without involving a live agent. The technology can eliminate repetitive tasks, empowering agents to use their skills where those skills are needed most. It can text confirmations, follow-ups, or other important information with a click, or if triggered by specific client or agent actions. (Integration of Cloud9 TextMe also allows organizations to text-enable direct inward dial (DID) numbers so that all texts come from the number of their choosing, shielding employees’ private cell phone numbers.)
In short, AI can enhance the client experience across the board, and it can do that 24/7/365.
Metrics That Matter
A seamless, frictionless, engaging customer experience increases the client metrics that matter, including:
- Customer Satisfaction Scores (CSAT)
- Net Promoter Scores (NPS)
- First Contact Resolution (FCR) rates
- Customer Effort Scores (CES)
AI can significantly reduce the average spend per customer while boosting retention rates. Instead of supervisors spending hours listening to calls, AI can analyze recordings made with Mitel Interaction Recording (MIR) for keywords. If the caller mentions “sale,” for instance, AI can provide the latest promotional flyer. If the customer uses words that indicate dissatisfaction, the call can be flagged for special attention to retain the customer.
AI also “knows” whether a particular customer prefers email, or text, voice call, or even fax, and ensures that clients are contacted using their preferred method. It can analyze customer feedback to identify key pain points to enhance services and reduce churn. It can even analyze customer interactions in real time to identify potential security threats and detect possible fraudulent activities.
Most importantly, AI future-proofs contact centers, whether hybrid or fully remote. Mitel and VOIP Networks are continually adding AI-driven capabilities, ensuring that organizations get the maximum ROI from their contact centers. Start small with a pilot group to see how AI will work in your environment before implementing the platform throughout the call center.
Backed by White-Glove Support
VOIP Networks provides complete set-up, training, and support, so you can take advantage of AI functionality in a managed private cloud. We also offer a free proof-of-concept installation so you can try the system before making a purchase. In addition, we can help integrate existing applications and hardware with a Cloud9 system in one or many locations. Best of all, VOIP Networks provides white-glove, U.S.-based support 24/7/365 to clients of all sizes.
To learn more and discuss your needs, please contact us at 800.494.0000 or sales@voipnetworks.com.
