There’s fast, and then there’s instantaneous.
As it happens. Immediate. Live.
In today’s modern, always-on world, for ‘retrospective’ read ‘outdated’ – the need for mere speed superseded by the new demand for real-time.
Technology, of course, is rarely lagging behind: more often than not dictating the pace at which the world works.
Voice communication, by its very nature, is about as real-time as it gets.
However, to date, when it comes to capturing, understanding and analysing what was said, even technology has been unable to mitigate against at least some delay.
Call recording and voice analytics have been around for a while. The value of caller (and agent) tone and sentiment has been steadily increasing. But organisations have always had to be content with analysis ‘after-the-fact’.
Now, thanks to artificial intelligence, voice call analysis can occur in real-time; transforming the science (and art) of superlative contact centre customer service delivery.
Agents and their supervisors are able to respond to individual callers’ mood and tone for a bespoke, optimum experience.
Live coaching can help an inexperienced agent through a tricky customer interaction.
Post-call engagement scores – and customer satisfaction in general – soar.
Partner with the right vendor in this exciting new space and Managed Service Providers, Value Added Resellers and System Integrators are likely to win big.
“Organisations are rightly obsessed with their customers and are constantly seeking ways to enhance the customer experience,” says Anders Hvelplund, Senior Vice President for Call Centric Solutions at global unified audio and video vendor Jabra, which has just launched its unique ‘AI Engage’ software-as-a-service solution which delivers on all of the above.
“We believe in getting it right from the first second and see the value in improving conversation qualities. Engage AI has cracked the code of human sentiment, enabling agents to react instantly and be the best version of themselves.
“The platform also helps to bring supervisors and agents closer together in this era of remote working and create more opportunities for coaching.”
Engage AI is engineered to transform contact centre experiences by deploying Artificial Intelligence (AI) technology that provides that newly-valuable, real-time call quality insight.
The launch comes on the back of Jabra’s findings that 76% of customers still prefer to engage with their product or service provider via the phone as opposed to any other communication channel.
With customer experience now a key performance indicator for businesses of all kinds, Engage AI is built to support call centre agents via the monitoring of elements such as tone of voice.
The model leverages more than 20 years of research and millions of conversations analysed by the world’s most prolific voice AI scientists at Munich-based tech firm audEERING.
The multi-language solution, which integrates seamlessly with most contact centres, cleverly assesses both sides of the caller/agent conversation and levels of engagement, providing an instant measurement of the customer experience and live coaching on how best to manage a given situation.
Those real-time insights allow agents to adjust their approach during calls to better align with callers’ needs.
When agents speak in a friendly and energetic way, customer satisfaction and conversion rates increase, and call lengths are reduced, thereby saving costs.
Additionally – once a call has ended – engagement scores can assist in identifying areas for improvement and can also be integrated into organisations’ existing analytics platforms via API.
“This hugely valuable analysis has the added benefit of bringing teams closer together and providing upskilling opportunities,” says Hvelplund.
“It comes with tools to support skill development and improve team management. Contact centre agents can get access to self-coaching assessments and performance evaluations which are strength-based, inclusive and personalised for each agent and team.
“Contact centre supervisors can also gain instantaneous actionable insights into their team’s performance to further improve customer experience on an individual and team level.
“On top of receiving real-time updates on praiseworthy and coachable moments, supervisors can use the platform to monitor employee wellbeing based on real-time event updates and dashboards with call analytics and data.”
It looks like opportunities abound.
Just make sure you act fast!
To learn more about how Jabra can help your and your customers’ businesses thrive, visit Jabra.
