Tech Talks: Reduce inbound calls by 50% with AI-powered CCaaS
This article originally appeared on the Stratosphere Networks website.
To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational sessions.
A power company in the U.K. that serves two of Europe’s most populated regions wanted to deliver better customer support during disruptions. The electricity provider’s contact centers handle huge volumes of contacts from customers seeking updates when outages occur. To deliver better customer experiences (CX), the company deployed a Contact Center as a Service (CCaaS) solution in our portfolio.
This CCaaS platform’s scalability allows the power company to handle extreme increases in demand (over 1,000 percent) during outrages. Additionally, the solution includes proactive SMS messaging capabilities to keep clients informed, and artificial intelligence and automation allow 93 percent of customers to self-serve. Subsequently, the company experienced a 50 percent reduction in repeat callers and achieved a customer satisfaction (CSAT) score of 93 percent.
If you want to increase contact center productivity and efficiency while improving CX, this CCaaS platform could be the solution for you. Here’s some vital information to consider before you move forward with a purchase.
AI-powered Contact Center as a Service (CCaaS): Key features and benefits
This cloud contact center solution is designed specifically to handle high volumes of customer inquiries. Call center agents can deliver outstanding service from any device at any time with this CCaaS platform.
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Notable features, benefits and differentiators include
This CCaaS solution is well-suited for businesses with complex integration requirements and in need of bespoke customizations. Additionally, you have the option to purchase it bundled with unified communications and a customer relationship management (CRM) platform to create an end-to-end CX suite.
Our technology advisors would be happy to help if you want to explore CCaaS and AI solutions to enhance your contact center operations. We have extensive contact center solution experience and partner with leading suppliers in the CCaaS marketplace. Our portfolio includes a wide range of best-in-class offerings, including CCaaS, business process outsourcing (BPO), omnichannel communications, AI, managed CCaaS, and CCaaS consulting.
On top of that, we can utilize an advanced tool to instantly generate detailed comparison matrices, streamlining the process of identifying the best option for your business. Why spend valuable hours navigating complex marketplaces when we’ve already done the homework for you?
Connect with our advisors today by calling 877-599-3999 or emailing [email protected]. You can also jumpstart your search for the best contact center solutions by completing our quick CCaaS assessment.