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How Digital Workforce Solutions Work with Call Centers and Unified Communications

AI and automation can assist live agents in providing a fast and easy customer service experience, while reducing costs in the contact center.

Sounds too good to be true? Let’s learn how a digital workforce can provide a solutions for call centers with unified communications which include:

  • Automating routine customer interactions with conversational AI
  • Automatically transcribing calls and coaching agents, reducing call time
  • Eliminating time-consuming manual processes
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A digital workforce is always on and ready to go, 24x7, and speaks over 100 different languages. Amidst increasing volume in the call center, customers want to connect with your organization day and night, weekday or weekend, across their preferred communication channel, whether that’s on the phone, live chat, social media, SMS, or email.

Consumers have grown accustomed to using voice to activate everything from the TV to our own personal virtual assistants, and now increasingly they prefer to have self-service options when contacting a business.

Intelligent Virtual Agents (IVA) offer capabilities that are similar to human service and support agents – they just never rest or take a vacation – and they cost substantially less. IVAs help you automate routine and repetitive tasks, freeing live agents to focus on higher value work that might require deeper knowledge or empathy. When a live agent is needed, there’s a smooth handoff of the call, along with a history of the interaction.

UCaaS and CCaaS Integration

It’s challenging to route incoming customer inquiries from multiple channels to the best resource that will quickly resolve the call. Meanwhile, the ongoing labor shortage makes finding, training, and retaining professional staff difficult and time-consuming.

That’s why the time is right for digital workforce solutions that integrate with unified communications to provide a truly seamless customer experience. When CCaaS and UCaaS are integrated, you gain the ability to bridge the gap between contact center agents and subject matter experts in real time.

Simply put, this translates into better first-call resolution and lower average handle times.

What does it take to integrate CCaaS and UCaaS solutions? If you are still on an on-premises solution, moving the call center to the cloud is a vital first step. Cloud-based solutions offer benefits that far surpass the scope of on-premises solutions such as the ability to quickly, easily, and reliably deploy, generally with more functionality.

The next step is choosing the right UC provider. Five9 customers primarily work with UC leaders like Microsoft Teams, Zoom, and RingCentral. There isn’t necessarily an ideal solution among the UC vendors; it is more a matter of your individual requirements and your environment.

Ready to get started with a digital workforce that integrates with unified communications solutions?

Schedule a personalized demo with Five9, visit Digital Workforce.

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Cloud-Based Agility

Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.

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Connected Journeys

The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.

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Omnichannel Unification

Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.

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Customer Context

Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience.

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CRM 
Integration

Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.

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Artificial Intelligence (AI)

AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.

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Agent-Expert Consultation

Real-Time Management

Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.

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AI & PCI Compliance

Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
 

About The Author

Ellen DePodesta is a writer, editor, and content creator for Five9, working with the global marketing team to define and elevate the Five9 brand, voice, and content. Ellen has worked as a B2B marketer with agencies and as a contractor in Detroit, Chicago, Cincinnati, and Los Angeles.