they get to focus more on the conversation with the
customer.
The customer support agents at lekker Energy were
bogged down with non-valuable tasks, struggling to
keep up with customer demand. They started using
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capabilities like automated call routing, caller ID, and
callbacks for customers on hold. This allowed them to
increase the number of customers they supported to
over 30,000 a month. And automating menial tasks
ensured customers got through to the right agent faster,
increasing the number of calls per agent by 8% to 10%
through contact center innovations.
Listen, Not Just Talk, to Your Customers
There is an immense amount of valuable insight coming
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successful companies listen—not just talk—to
customers. We all intend to listen to our customers, but
with troves of data across so many systems, this is really
hard. Being able to quickly discover trends and patterns
helps companies better understand their customers.
More importantly, companies that take action on that
knowledge can create a more positive customer
experience, resulting in real business impact. For
example, within a contact center, our customers turn
customer sentiment, product feedback, and market
trends into action by dynamically updating agent call
scripts, automatically routing customers to the best
agent and best solution, and sharing insights with other
teams like sales and marketing to meet changing
customer needs.
A great example of this is Peraton, which brings a
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transformation, and enterprise operations to U.S.
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metrics, sentiment analysis, and trends alerts allow
them to understand their customer better and provide
superior, proactive service. And ML-powered, real-time
capabilities allow them to detect customer experience
issues during live calls so supervisors can take action to
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resolution rate by 25%, while reducing overall volume
and costs by 5%.
Move From Cost Center to
Innovation Center
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no surprise leaders are moving away from thinking of it
only as a cost center to a solution for customer success
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have it both ways. With our usage-based pricing,
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ML, companies can constantly be experimenting and
improving their customer experience.
A company that has been able to cut costs while
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leading multichannel publisher. With their previous on-
premises contact center, they were paying for annual
licenses for every new agent and feature they HQDEOHG
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&RQQHFWWKH\ZHUHDEOHWRVWDQGXSDFRQWDFWcenter,
add multiple queues and agents, and start accepting
calls in under one hour. Are Media estimates WKDWZLWK
$PD]RQ&RQQHFWWKH\DUHVDYLQJYHUVXVany other
cloud contact center provider, while gaining the ability
to innovate with AI and ML.
AWS customers are as obsessed with customer
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center technology for our own business, brought it to
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learn from our customers every day and will continue
to innovate so our customers can provide superior
customer experiences at a lower cost.
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DMPVEDPOUBDUDFOUFSTPMVUJPO click here.
Contact Center
in the Cloud
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