It may seem that every company is jumping on the automation bandwagon – but there is a good reason for that. Movies like, , gave us artificially intelligent, but evil, super-computers. With that in mind, let’s take a look at the top 10 trends we expect to see in enterprise call centers in 2018: 1. Some IVRs can now do things like detect language and even learn from previous interactions with other customers. Using an automated interaction, customers may find what they’re looking for without even having to get in touch with a sales agent. USD 350 billion. Customers initiate the sale with the automated interaction, which allows sales agents to have information in front of them from the start of the call rather than having to gather it themselves from the customer. If that fails, they give the sales agents a leg up on determining how to best solve the customer’s problem and connect them with the most appropriate product. The trends we’ve highlighted should at least give you a hint of how things will pan out. It far too much for any quality assurance team to process them all. That’s not to say that call center automation can ever replace having skilled agents on the phones. Ask any call center leader and you’ll find that automation is at the top of their wish list. Call center industry is one of the most powerful sectors, which contributes majorly to the economies of Asian countries like India, Philippines, Malaysia, and China. Automated forecasting can also capture data that tells a salesperson how they’re doing on their internal processes, allowing them to evaluate their performance and make adjustments necessary to become more productive. Where call centre automation used to be seen as a source of customer frustration, it’s now exactly what a growing demographic wants—a trend that the financial services sector should embrace. Top 13 Call Center Automation Software5 (100%) 10 ratings With integrated Web services, customers and potential customers browsing a Website can click a button, be connected to the call center, and receive immediate live assistance. Automation technology isn’t new—. At the same time, RPA brings consistency to the customer experience, has a near zero percent error rate, and greatly reduces handle times by enabling the customer service agent to integrate data into fields across all associated systems with only one entry, enhancing the overall customer satisfaction. Users can to touch their way through visual menus, speak to a specific call center agent or even view holding time and choose a call back option – all from the comforts of their smart phones. Using these profiles, sales agents can better understand a customer’s purchasing behavior and, therefore, better assist them with new products. Automation is a very valuable tool in the contact center to drive down expenses and to improve the customer experience. Cloud solutions will aid in giving better customer experience. The call center industry is under-performing while it struggles to evolve, still relying on aging analog systems and IVRs in an increasingly digital world. Omnichannel capabilities. Using AI. You need to evolve in the use of emerging call center technology trends like AI, advanced IVR, and recall innovations. Humans are necessary for a large number of interactions that escalate beyond simple requests. With such access becoming ever easier, look for more and more brands to finally make the push to leverage customer data from their CRMs to create more tailored and automated customer experiences in 2018. Chatbots are one of the most common examples. Go Beyond Omnichannel to Engage Customers Where They Are. Another way that call center automation can improve sales is through building customer profiles. 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