With increasing adoption by organisations of all sizes, it is anticipated that the global market for contact centre software will double over just the next five years.
This predicted growth is largely due to rapid technological advancement in contact centre software and integrated artificial intelligence, such as increasingly effective virtual customer assistants and chatbots. These advances mean that businesses have the ability to enhance customer experience and loyalty while also improving operational performance.
“By 2025, customer service organisations that embed AI in their multichannel customer engagement platform will elevate operational efficiency by 25%.”
What is Contact Centre Software?
A contact centre handles inbound and outbound communications between customers and contact agents over multiple channels such as voice, chat, email, SMS, web, social media and fax. The core functions of contact centre software include routing customers to suitable agents and tracking and reporting key metrics regarding those interactions.
In addition to routing and reporting, contact centre software can record interactions between customers and agents, perform customer interactions via virtual assistants and/or satisfaction surveys, or determine staffing levels required for handling customer enquiries in different service areas. Because the software collects customer data from every channel used and compiles it within a single profile, more data is gathered with greater ability to direct the customer and provide them a more tailored experience.
Featured Solution: Mitel MiContact Centre
For our customers that can benefit from using contact centre software, such as organisations running traditional voice-only call centres, we recommend Mitel’s MiContact Centre. This is an all-in-one customer interaction platform that seamlessly handles communications over all channels within a streamlined hosted solution.
We recommend Mitel’s MiContact Centre because it provides a world-class customer experience that is consistent throughout the customer’s interactions, regardless of their preferred channel of communication, as well as effortless real-time administration and enterprise-grade performance, reliability and scalability.
The Customer-Agent Experience
In the following demonstration video (of a previous version of MiContact Centre), you’ll see how a customer is given clear options for how they can interact with an organisation, and how the interaction then appears from the agent’s perspective, as well as collaboration and other features of MiContact Centre.
The Supervisor Experience
In the next video (also based on a previous version of MiContact Centre), you’ll see it from the perspective of a supervisor or manager, including features such as real-time monitoring, notifications of high customer volumes or agent availability, historical management reporting and coaching.
Case Study: Pegasus
Pegasus delivers a Software as a Service (SaaS) workforce management solution, providing technical support to more than 200,000 companies and 3 million workers.
In 2016, Pegasus identified that its existing call centre solution was no longer adequate for its requirements, such as for call quality, routing, reporting and analytics. They engaged Forsythes Technology to develop and implement a complete unified communications contact centre solution to improve reliability, customer experience, information capture and reporting.
Working closely with Pegasus, we developed a custom MiContact Centre implementation, which now reliably handles an average 1,800 calls and 2,000 support tickets per week with improved productivity and cost effectiveness. This is achieved with skill-based routing so that enquiries are more likely to be resolved on first contact, and with the aid of better visibility and management reporting, enabling faster decision-making and the more efficient deployment of Pegasus agents where they are needed.
AI is increasingly incorporated into contact centre platforms, with virtual customer assistants handling a range of enquiries without human intervention to improve efficiency and also customer experience. Additionally, AI and machine learning are used to provide real-time insight into customer preferences to assist human agents dealing with customer enquiries in real-time.
“By 2021, nearly one in six customer service interactions globally will be handled by AI [but] only enterprise-grade virtual customer assistants that create a compelling user experience and deliver truly material business value will survive.”
For MiContact Centre, Mitel has partnered with Google to implement its Contact Centre AI technology, which powers the virtual customer assistant capability of MiContact Centre, as well as the ‘Agent Assist’ function which provides suggested responses and relevant information to human agents in real-time, to better assist customers.
These functions are demonstrated in the following video in the context of a customer enquiring about basketball ticket availability and then making a booking, with AI involved directly or indirectly throughout the process.
The Internet of Things
The Internet of Things (IoT) describes the network of physical objects embedded with sensors, software, and other technologies that can connect and communicate with other devices and systems over the internet. For example, the IoT might enable you to activate your home air conditioner remotely over the internet with your smartphone.
In the context of a contact centre, the IoT can be integrated into powerful automated systems that, for example, involve leak detection or moisture sensors which, when triggered, direct a contact centre to engage and instruct a plumber. As another example, a grain silo could be equipped with pheromone sensors that detect rodent activity, and when triggered they alert a contact centre which then dispatches a pest controller to the site.
In this intriguing use case example from Mitel, the IoT is integrated into Major League Baseball ‘smart’ stadiums to trigger communications such as to security when a restricted access door is breached, to safety personnel if a fire extinguisher is removed from the wall, or to cleaning staff if sanitary products are running low. This technology makes the stadium more responsive, efficient, clean and secure.
Request a Demo
Forsythes Technology manages over 25 Mitel MiContact Centres. We have the experience and the expertise to customise, implement and manage the appropriate solution for any organisation.
If you would like to see a free and quick demo of MiContact Centre by video conference, or at our premises or yours, just click below, enter your details and we’ll get in touch promptly.
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