Centro de contacto omnicanal: cómo reducir costos y mejorar la experiencia del cliente

Según la publicación del portal UC Today

ALE Connect empowers enterprises to leverage the benefits of the omnichannel revolution

Improve customer satisfaction and optimize costs: against a backdrop of tightening economic conditions, it’s a hard trick to pull off.


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Global inflation, risk of recession, and the geopolitical situation are certainly set to make 2023 a challenging year for enterprise.

However, as is so often the case, technology has the potential to help.

When it comes to customer relations in particular, an omnichannel approach has the power to deliver an all-round better experience for businesses and their customers – whilst simultaneously driving significant efficiency gains.

Indeed, a new mix of human interaction + clever automation is transforming the way many of the world’s smarter enterprises are connecting with those with whom they interact.

For example, live agents teamed with Interactive Voice Response (IVR)-based self-service capabilities can bring a new, smoothness and rapidity to the process.

Similarly, a web-based conversational assistant – or chatbot – can be many times more convenient for customers than calling, and can also enable enterprises to devote its human resource to handling complex requests, winning new business, and retaining customers thinking of leaving.

The key to success is to pick a provider partner that understands the challenges and can offer the right solution and support.

“Studies show that in difficult periods such as the one we all now face, most enterprises rightly put customer experience at the top of their priority list as it’s seen as capable of creating a competitive advantage likely to increase wallet share,” says Ludovic Leclerc, Product Marketing Manager at global enterprise communications solutions provider Alcatel-Lucent Enterprise, whose ALE Connect omnichannel contact centre offering ticks all of the right boxes.

“Unfortunately, it is very often the case that the automation of the processing of requests tends to degrade the customer relationship as people still prefer a conversation with a trusted person rather than with a bot.

“How do you find the right balance? How do you deal with cost containment or even reduction while improving the customer experience?

“The answer is to deploy an omnichannel approach that combines automation with live voice. That’s when quality and productivity go hand in hand.”

In essence, an omnichannel strategy develops the use of new conversational channels through which customers’ can achieve first-call resolution to their issue with the same quality and efficiency as a live telephone conversation.

So-called ‘hot’ channels, such as voice – synchronous and in real time – combine with so-called ‘cold’ channels; traditionally email but now extended to instant messaging such as Twitter, FB Messenger or WhatsApp; and also live chat via brand websites or mobile applications.

“Transferring conversation flows from ‘hot’ and therefore expensive, to ‘cold’ and generally less-expensive channels can have a significant and positive impact all-round,” says Philippe Guiheneuc, CMO at AKIO, the technological partner of ALE for the ALE Connect solution.

“Live agents can be more occupied with conversations bearing a real business opportunity. At the same time, they can be equipped with technological tools to ensure the interaction is of the highest quality, such as the swift retrieval of relevant customer information from the business application, history of previous conversations, real-time sentiment analysis, knowledge bases, response assistance with artificial intelligence, and easy collaboration with back-office experts.

“An effective omnichannel contact centre approach delivers all of that and savesmoney, so it’s easy to see why it is now a must-have.”

As an example, one of the first ALE Connect customers, a French professional appliances retailer, is reaping huge rewards from its recent deployment of the solution.

It was challenged by its siloed customer interactions, an inappropriate legacy email tool with no KPI capabilities, and no historical view per customer.

Now its 40 agents benefit from a unified processing of customer interactions, a historical view across all channels, integration of corporate knowledge and document database, and immediate KPI reporting.

The Customer Service team is now preparing for next-phase integration of its web chat and Microsoft Dynamics 365 CRM.

This kind of requirement is found in many enterprises that already have an optimised contact centre for handling telephone calls but which now want to offer digital channel alternatives to their customers in order to enrich conversations and automate operations where possible.

“Taking an omnichannel approach really can transform enterprises’ productivity and efficiency,” says Leclerc.

“It is even more optimal from a budgetary and customer satisfaction point of view if it is operated with a hybrid approach: building on existing telephony and contact center systems to add new services, rather than making a complete replacement that is very costly and complex to implement, and with a possible degradation of what is currently working very well.

“ALE Connect makes it all possible.”

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