Look for this in an Enterprise Call Center

Important Things to Look for In An Enterprise Call Center

An enterprise call center is an important part of a wide variety of businesses in many industries. They are often the first, and sometimes only, touchpoint between a company and its prospects and customers. As different channels have entered the business world, many enterprise call centers have morphed into more general contact centers, which handle phone calls as well as interactions through email, text, chat, and other channels.

In order to manage omnichannel communications, businesses should invest in enterprise call center technology. This may include solutions that incorporate artificial intelligence (AI) in call centers to handle Tier One inquiries without live agent assistance and analytic solutions that can support management in making better decisions.

According to Intercom, 55 percent of support leaders are increasing their spend on call center automation technology to scale their efforts, deepening their investment in automation.

What is an enterprise contact center?

The “enterprise contact center” is a large-scale customer service department. It typically utilizes both live agents and software such as customer relationship management systems (CRMs) or contact center automation to resolve customer requests over any channel including voice, chat, text and other digital avenues.

What does enterprise call center software with AI do?

As a part of the enterprise contact center solution, enterprise call center software with AI provides a tool where intelligent virtual agents can:

  • execute conversations,
  • log notes,
  • and leverage AI-driven insights to improve contact center performance.

Replicant’s Thinking Machine is an easy-to-train call center software that can fully handle Tier One questions and requests from customers, prospects, and other stakeholders without human involvement.

What should you look for in an effective call center solution?

An effective enterprise call center solution can:

  • effectively address today’s most pressing challenges,
  • remove many routine, repetitive tasks from live agents,
  • fully automate Tier One requests from any channel,
  • send complex inquiries with a full suite of notes and context to the correct live agent to handle.

The solution should also be able to provide robust, turnkey insights by automatically transcribing and tagging every conversation. Finally, be sure it can scale infinitely to respond to rising spikes in volume as well as scale down during off-peak periods.

Why use Replicant’s enterprise call center technology?

According to an article in Harvard Business Review, surveyed companies have increased net incremental revenue attributable to AI personalization initiatives of anywhere from 40 percent to 100 percent.

As a pioneer in enterprise call center automation, Replicant’s call center software automate simple customer service inquiries while empowering agents to focus on more complex and nuanced customer challenges. Replicant’s AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues. The platform scales up or down instantly, can be implemented in weeks, and handles millions of customer support interactions a month.

Our proprietary transcription, inference classification, and named entity recognition models are the drivers behind our stellar call center software performance. In addition, Replicant has a high-performance NLU engine with built-in continuous learning, which means a 20 percent lower Word Error Rate than Google and a 96 percent peak inference accuracy. Our solution can understand rich context from unstructured inputs and offers a 20-millisecond response time. Most importantly, Replicant delivers conversations that regularly return higher CSAT scores than even live agents.

Our AI-powered solution eliminates hold times, answers callers’ questions, and resolves problems quickly and efficiently. It’s one of the most important things to seek in a modern enterprise contact center today. Explore our enterprise call center solutions. Calculate your company’s ROI and learn how your company can increase its bottom line simply by switching to contact center automation.

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