How AI Integration and CCaaS Automation Helps Transform User Experience for Businesses

Introduction

In today’s highly competitive business landscape, where customer loyalty is increasingly fragile, every business is constantly seeking ways to unlock new levels of customer experience (CX). The key is to ensure that every interaction your customer has with you feels like a carefully personalised concierge service where their individual needs and preferences are met.

One of the easiest ways to enhance your CX is by optimising your contact centres by leveraging AI  and automation.

Learn more about AI chatbots and how you can effectively use AI for customer care to facilitate a more personalised and efficient CX.

How Traditional Contact Centres May Fall Short

It is difficult for traditional call routing systems to keep up with today’s dynamic digital landscape. Today, customers expect prompt responses and exceptional omnichannel support and services. Here are some of the limitations associated with traditional contact centres:

• Limited Scalability:

  Traditional contact centres are typically built on premises with physical infrastructure. Hence, scaling up depending on the ever-changing demand becomes expensive and impractical. This lack of flexibility can result in missed opportunities, prolonged wait times during peak periods, and underutilised resources and infrastructure during slow periods.

• High CapEx Investment:

  The cost of setting up a traditional contact centre is high, as it requires a substantial initial investment in hardware, software, licenses, telecommunications infrastructure, etc.

• Long Deployment Cycles:

  Time is a crucial element for business enterprises. Setting up a traditional contact centre can take weeks or months and can lead to a delay in the time-to-market.

• Limited Business Continuity:

  Any disruption to the traditional contact centre, such as power outages, natural calamities, or system failures, can lead to data loss and eventually impact customer relationships.

What is CCaaS?

CCaaS, or Contact Centre as a Service, is a cloud-based solution that offers enterprises seamless omnichannel customer engagements without requiring on-premises infrastructure. It is a subscription model in which enterprises pay a third-party provider for the software and infrastructure needed for customer engagement. CCaaS are increasingly in demand since they help enterprises do away with on-premises infrastructure for customer care services, therefore reducing expenditure significantly. 

Evolution of Call Routing and CCaaS

Since traditional call routing systems lack the flexibility to adapt to dynamic call volume, agent availability and individual needs of the customers, CCaaS has evolved to become a preference for organisations to provide uninterrupted customer service.

While CCaaS offers benefits like cloud-based scalability and accessibility over a traditional call routing system, it still lacks cognitive intelligence. That is where AI for call centres comes into the equation. With machine learning, natural language processing (NLP), and predictive analytics, AI-powered call routing and CCaaS automation enable businesses to provide a tailored solution to their customers.

How AI Helps with CCaaS Automation

Automation within the CCaaS landscape leverages the use of AI in customer support. It also automates workflow and carries out intelligent call routing. The role of AI in automation goes far beyond simple task executions; it is like having a cognitive assistant who unlocks the next level of CX for your business. AI is revolutionising call routing from a reactive measure to a proactive approach.

Here are some of the primary advantages of integrating AI for customer care and CCaaS automation:

• Automated Agent Assistance:

  AI tools offer real-time support to customer executives and significantly improve on First call resolution (FCR). From transcribing the conversation and automatically filling in forms to recommending relevant articles, AI does it all and more.

• Quality Assurance and Compliance:

  AI can eliminate the need for manual reviewing of the recordings of the agents. It automatically analyses the performance of the agents, ensures the agents abide by company policies, and identifies areas in which they can perform better.

• Predictive Analytics for Proactive Problem Solving:

  AI can analyse customer touchpoints and offer proactive solutions to solve the problems of customers. AI enables businesses to conduct predictive analysis of how and when their customers may need assistance and accordingly offer help even before the customers reach out to them.

• Workforce Management Optimisation:

  AI can be used to analyse historical call data, predict staffing needs, and optimise agent schedules. This ensures that there is the right number of staff at any given time, which reduces waiting time and enhances the customer experience.

Choose the Vi Business CCaaS Genesys Solution

Vi Business understands the power of AI to transform your CX. Hence, we provide you with a comprehensive AI-powered Vi Business CCaaS Genesys solution that is perfect for businesses in India who are looking to elevate their CX and strengthen customer loyalty.

Here are some of the key features of the Vi Business CCaaS Genesys solution that make it a viable option for organisations:

• Omnichannel Support:

  Enterprises can engage with their customers through chat, voice, email, and social media from a single platform.

• Cloud-Based Scalability:

  There is no infrastructure cost, which translates to easy scalability as per business needs.

• Intelligent Call Routing:

  This ensures that customers are connected to the right agent who has expertise in dealing with their category of queries.

• Advanced Analytics & Reporting:

  Business organisations can make well-informed decisions with the help of real-time and historical analytics like live prompts, auto summaries and sentiment analysis, all provided by the Vi Business CCaaS Genesys Solution.

• Automated IVR & AI Chatbots:

  It has self-service features like Automated Interactive Voice Response (IVR) and AI chatbots that help to reduce waiting time and enhance CX.

• CRM & Third-Party Integrations:

  It allows enterprises to plug-and-play with leading CRM, helpdesk, workforce management tools, and other existing systems.

• Security & Compliance:

  This CCaaS solution complies with industry standards like GDPR, PCI-DSS, AES, and HIPAA.

• Global Reach with SIP Connectivity: 

  Enterprises can communicate, collaborate, and engage with customers effectively in India and beyond.

The Final Verdict

By incorporating AI bots and AI-powered call routing, and CCaaS automation, businesses can achieve an unparalleled level of efficiency, enhance customer engagement, and keep up with the AI revolution. The integration of AI bots and CCaaS automation has enabled enterprises to transform their contact centers from mere problem-solving centres to strategic assets that drive business growth.

Vi Business is here to help you navigate this AI-powered CCaaS automation journey and create compelling customer experiences. Vi Business offers enterprises end-to-end integration, in-house consulting and 24/7 year-round support to Global SIP in multiple countries, a robust telco backbone, and proven deployment experience, making us a trusted partner to accelerate the growth of your enterprise.

The key benefits of choosing Vi Business CCaaS Genesys Solution are enhanced response rate and customer experience, low CapEx investment in infrastructure, improved agent productivity, accelerated time-to-market scalability, robust security, and compliance, to name a few.

Get in touch with our experts today to learn more about how we can help businesses expand in a holistic way.  Request a Demo