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How AI driven Live Assistance as Agent Copilot Can Cover Performance Gap in Banking Communication?

Elision|CSaaS & AI Driven Live Agent Assistance

The banking industry is undergoing a digital transformation, omnichannel is no more a luxury, it’s a need now, as we are delving into the most evolving technological era, technology is the fastest field that’s evolving – Thanks to AI.

Customers always loved to pamper, not only with offers but also with great personalized communication, why are we saying that?

62% agree that personalized recommendations are better than general ones.

Banking consumers have become smarter than ever,

Customer experience isn’t just limited to have conversation or getting information about their transactions or accounts, it has evolved to much crunched interactions between phone bankers and customers, let’s understand how?

Every interaction is an opportunity for the bank and so for agents – Yes, we all know that!

But real-time agent assistance may help your customer facing team on front foot! And the real time guidance tool may turn every interaction into potential business opportunities.

Combination of Conversation Analysis + Omnichannel Contact Center Platform = Secret Sauce For Personalized Customer Experience, Know how?

What is Live Agent Assistance and it can be super helpful with Contact Center as a Service(CCaaS)?

This integrated module by Elision may turn your normal contact center into  game changing AI driven platform with assured quality during live call and post call. Let’s discuss its major features,

  • Ensuring compliance with on-the-spot guidance.
  • Optimizing conversations through scripted support.
  • Early detection of potential service issues.
  • Quick-reference tools for handling complex interactions.
  • Access to accurate, AI-curated information.
  • Instant insights driven by customer data.
  • Dynamic recommendations for communication scripts.
  • Real-time transcription to overcome language barriers.

How Live Agent assistance engine works

360’ Customer Journey mapping to AI driven curated conversation could be a perfect combo which may lift the conversation bar by 10x. Let’s understand how it works.

  1. Experience heightened banking service efficiency and precision with Real-Time Agent Assistance.
  2. From the moment a client engages with a banking agent, a synchronized process is initiated.
  3. The conversation embarks on its journey, initially through an advanced automatic speech recognition system, transforming spoken words into text with remarkable speed, setting the stage for the subsequent phase.
  4. In the interim stage, a thorough analysis of the spoken and transcribed word occurs, where the speech and text are analyzed based on various factors. As the evaluation unfolds, the spoken elements concurrently integrate with the system’s understanding, paving the way for the next pivotal step.
  5. Subsequently, as the words transition into actionable insights, they undergo scrutiny by a sophisticated Gen AI engine, where Agent Assist’s innovative tools dissect and interpret the information platform provides insights and information in almost no time. Whether it’s for immediate guidance or strategic support via battle cards.
  6. Ultimately, with these curated insights at their disposal, banking professionals are empowered with their efficiency, deepening customer trust and amplifying both client and agent fulfillment.

Yes, this entire process happens in fraction of seconds during live call.

Enhancing Customer Service with Real-Time Agent Assistance: A Game Changer for Banking & Finance Institutes,

In the fast-paced world of banking and financial services, providing top-notch customer service is paramount. The introduction of AI-driven real-time agent assistance systems, like Elision, has revolutionized how customer interactions are managed, elevating both the efficiency and quality of service provided.

Let’s delve into the key features of such systems and how they’re transforming customer service in the BFSI sector.

Immediate Guidance and Action Recommendations

At the core of AI-driven agent assistance is the capability to offer real-time guidance and recommend the next best actions during live customer interactions. This means that, as a conversation unfolds, the system can analyze the context and advise agents on the most effective course of action, even before the call concludes.

Integration with CRM systems further streamlines workflows by updating databases in real-time, significantly cutting down on post-call tasks.

Script-Guided Conversations

Maintaining a structured and effective conversation flow is crucial. Real-time agent assistance systems provide agents with guided scripts that keep them on track, ensuring important details are addressed and enhancing the overall call quality by reminding the customer facing team of missed critical points.

Proactive Alerts for Enhanced Interactions

Intelligent systems proactively alert phone bankers about potential missteps, such as talking over the customer or dominating the conversation. They offer real-time advice on handling various scenarios, especially when dealing with frustrated customers, ensuring a more respectful and understanding service is provided.

Contextual Support with Dynamic Battlecards

Dynamic battlecards offer real-time, context-sensitive support, triggered by specific customer phrases or concerns, helping agents navigate complex situations with ease. These cards are invaluable, especially for new agents, ensuring they’re prepared to handle calls confidently and effectively.

Comprehensive Knowledge Base

A readily accessible knowledge base, integrated with advanced generative AI, empowers agents to quickly find accurate and detailed answers to customer queries. This resource is essential for providing factual and timely information, directly impacting customer satisfaction positively.

Real-Time Transcripts and Live Captions

To overcome language barriers and ensure clear communication, real-time agent assistance systems offer live captions and complete transcripts of conversations. This feature is especially beneficial in managing calls with customers speaking in mixed languages (like Hinglish), facilitating better understanding and resolution of issues.

Streamlined Queries with ASK AI

The ‘ASK AI’ function harnesses generative AI to provide agents with immediate answers to an array of questions, saving significant time and enhancing efficiency. This feature allows for quick retrieval of information, crucial for fast-paced service environments.

BFSI decision-makers keen on driving their customer service standards and operational efficiencies forward should consider the strategic implementation of real-time agent assistance systems. These systems not only empower agents to provide exceptional service but also enhance customer trust and satisfaction, ultimately contributing to the organization’s success.

Real-time agent assistance systems can be a powerful tool for collections agencies, 

This can prove pivotal in reducing Non-Performing Assets (NPA) by succeeding in critical moments. Additionally, it creates opportunities for upselling and cross-selling with real-time battle cards and on-point suggestions.

Let’s discuss how financial institutions can leverage this futuristic AI module to achieve their most significant KPI, which is increased collections:

Improved Negotiation with debtors

Collection agencies can benefit from real-time guidance during sensitive conversations with debtors. AI-driven suggestions provide agents with the best negotiation tactics and payment options tailored to the customer’s profile, ensuring a higher probability of securing a payment agreement. This is directly connected with higher ratio of PTP (Promise to Pay)

Enhanced Script Compliance and Risk Management

In the highly regulated collections industry, adhering to compliance standards is crucial. Real-time agent assistance can alert agents to potential compliance violations during a call, which helps avoid costly legal risks and maintain a professional standard of service.

Identification of Cross-Selling and Upselling Opportunities

While the primary goal of a collection agency may not be sales, there are instances where an agent can identify opportunities to offer additional services that could benefit the customer. For instance, when a customer has settled a debt, the agent may suggest other financial services or products that the parent company offers. There are certain chances where customers switch over for their further finance needs, this may help in customer retention as well.

Personalized Customer Experience

By understanding customer history and preferences through integration with CRM systems, agents can personalize the collections process. This establishes a more trusting relationship and opens up a line of communication where customers might be more receptive to additional offers.

Streamlined Follow-Up Process

The knowledge base and AI-driven prompts can provide agents with automated reminders or steps for follow-ups, ensuring that no opportunity for payment arrangements or related financial services is missed.

Dynamic Scripting for Retention

Agent assistance systems can provide dynamic scripting, which adjusts based on customer responses. This enables agents to handle objections more tactfully and can pivot to retaining the customer’s business or even offering other products when appropriate.

Data into actionable insights and feedback

With speech analytics and real-time feedback, agents can continuously improve their communication strategies, become more persuasive, and effectively handle calls, which is crucial for off line training of customer facing team as well as to achieve other contact center KPIs.

By integrating real-time agent assist features, collections agencies can ensure more effective collections calls, maintain compliance, and even identify additional revenue generation opportunities through cross-selling and upselling where suitable. Decision-makers in the BFSI sector should contemplate incorporating such technologies to maximize their collection efforts while also fostering additional business growth.

Conclusion:

AI going to be main stay, it’s just a tip of how Generative AI and integrated Conversation Analysis. From banking to collection agencies, their main stop is Omnichannel contact center platform integrated with AI driven Conversation analysis platform. It’s not their need of time but certainly their end customers’ need! 

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Transform Your African Contact Center: Quick Tips to Empower Agents and Increase Productivity

Elision| Contact Center in Africa.

Introduction

Contact centers play a role in today’s business landscape serving as the primary customer service platform for companies across various industries. With the growth of online shopping and rising customer demands contact centers have become essential for fostering connections and driving business expansion.

A contact center integrates individuals, procedures and technology to handle both outgoing customer communications. Agents engage with customers through phone calls emails, live chats, social media platforms and other channels to help, address concerns, process orders and more. Efficient contact centers enable businesses to provide service resolve issues promptly promote products and gather valuable customer feedback.

As the frontline of the customer experience journey contact centers significantly influence satisfaction levels, brand loyalty and overall reputation. Their operational effectiveness directly impacts a company’s performance. Therefore optimizing contact center functions stands as an objective for organizations today.

This guide presents strategies and recommendations for enhancing contact center productivity and improving the agent experience. Enhancing performance entails focusing on personnel management practices alongside processes and technological advancements.

Today, we will delve into recruiting talent implementing training programs and coaching sessions devising motivation tactics, for staff engagement while exploring cutting-edge tools among other essential touch points.

With this strategy, contact centers can enhance business growth by delivering customer experiences.

Assessing Efficiency

Efficiency is a parameter to monitor in contact centers. Some typical methods, for evaluating efficiency include;

Call Handling Time:

This measures the duration an agent devotes to managing a call or chat. A shorter handle time generally signifies efficiency provided that it doesn’t compromise quality. Most contact centers set a target handle time.

Adherence:

This gauges how agents adhere to their schedules. A high adherence percentage indicates that agents are handling the expected number of calls or chats during their shifts. Low adherence may indicate issues with schedules, staffing or agent motivation. Floor managers may need to conduct trial campaigns, for agent groups based on the process.

Utilization Rate:

This metric examines the proportion of logged in time that agents spend actively engaged in calls or chats. A high utilization rate suggests that agents are utilizing most of their time productively than being idle. An 80-90% utilization rate is a goal. Your platform should feature effective pause code reporting to monitor this rate.

Service level:

Service level measures the percentage of interactions that are answered within a specified time frame, such, as 30 seconds for phone calls or 20 seconds for chats. A high service level indicates that customers do not have to wait to connect with an agent. In line with behavior customers prefer not to wait than 20 seconds for a live agents response.

Average speed of answer:

This metric, closely linked to service level calculates the time customers spend waiting before their call is picked up or chat begins. A lower average speed of answer suggests increased efficiency in meeting customer needs.

First call resolution:

This is a KPI in the customer service sector measuring the percentage of customer problems resolved during the interaction without needing a follow up call or transfer. It also reflects efficiency in resolving issues

Agent Experience Factors

The experience of agents plays a role in contact center productivity. Motivated, engaged and satisfied agents tend to perform and deliver customer service. Here are some strategies to enhance agent experience;

Motivation:

Agents should be. Feel a sense of purpose in their work. Offer incentives such as rewards, recognition and opportunities, for career advancement. Acknowledge. Provide feedback on a regular basis.

Our system, for ranking assisted an well-known company in fostering competition among their representatives resulting in an increase in customer experience levels.

Employee Engagement:

Involved representatives demonstrate an interest in their work and the organization. Encourage engagement by showing appreciation to agents granting them independence and involving them in decision making processes. Foster. Open communication within the team.

Job Satisfaction:

Job contentment arises from finding fulfillment in ones work. Cultivate satisfaction by minimizing stress offering flexibility and maintaining workloads. Cultivate an atmosphere. Ensure that agents have the necessary tools for their roles; effective feedback mechanisms and appropriate call routing methods not only save time but also enhance satisfaction levels. 

Wellness:

Promote physical well being through wellness initiatives ergonomic work environments and breaks. A healthy workforce is more engaged, efficient and less susceptible to burnout.

Balance Between Work and Personal Life:

Recognize boundaries between work life and personal life by avoiding overtime hours and allowing schedules when feasible. Acknowledge that agents have commitments beyond the workplace.

By concentrating on enhancing the agent experience through motivation satisfaction levels contact centers can achieve increased productivity rates, higher staff retention rates well as improved customer satisfaction levels.

Selecting the Right Personnel:

Choosing agents is essential, for enhancing contact center efficiency and agent experience.

Personality assessments and skill evaluations are steps, in the hiring process to guarantee that agents are a fit for the job.

Personality Assessments

These tests help evaluate whether an applicants natural characteristics and inclinations align with the requirements of a contact center position. For instance individuals who are outgoing, patient and empathetic tend to excel in customer service roles. There are validated personality assessments to gauge traits such as extraversion, emotional stability, agreeableness, conscientiousness and openness. These tests offer insights into how candidates will handle the challenges of the job.

Skill Evaluation

In addition to personality traits it is important for contact centers to assess candidates’ skills during recruitment. Essential skills include communication abilities, active listening skills, problem solving capabilities, technical expertise and stress management proficiency. Skills can be assessed through methods like interviews, tests, writing samples, presentations, role playing customer scenarios among others. Checking references also helps in understanding applicants skill levels. Only candidates showcasing the skills should progress further in the hiring process.

Effective Training on Products/Services:

Proper onboarding and continuous training play a role in equipping agents with the required knowledge and abilities to excel in their positions. An effective training regimen should offer comprehensive onboarding sessions, for hires covering processes within the contact center system usage guidelines, product/service details, soft skills enhancement, and company principles.

During the training period new employees typically undergo an onboarding process that spans over a few weeks and involves a combination of classroom sessions, job shadowing and practical hands on experience.

To ensure that agents are well equipped and continuously improving their skills regular refresher training is offered. These courses cover product knowledge, system updates, skill enhancements and compliance policies to keep agents informed and up, to date.

Additionally, coaching sessions and feedback from managers play a role in enhancing agent performance. Through one one-on-one coaching sessions, managers provide guidance to help agents excel in their roles. Feedback is essential for agents to understand their strengths and areas for development. In today’s evolving work environment leveraging AI technology for performance assessments has become imperative. DialShree’s AI driven voice analysis module has significantly reduced call analysis time by 91.86% while also boosting the First Call Resolution (FCR) ratio.

Have you checked this blog post? Here’s Top 7 Customer Service factors in Africa

Equipping contact center agents with the tools can greatly impact their productivity and overall experience. Here are some essential tools to consider:

Bridge between right platforms:

 A robust CRM system streamlines access to customer data for agents without requiring customers to repeat information. It offers a view of customer interactions across channels saving time for agents and enhancing customer satisfaction. When selecting a CRM system prioritize features like user interface design, omnichannel support capabilities and seamless integration, with systems.

Knowledge Bases

Knowledge bases play a role, in assisting agents in addressing customer queries without the need for transfers or callbacks. They help reduce the handling time and enhance the likelihood of resolving issues during the call. It is important to select a knowledge base that’s easily searchable and regularly updated. Covers a wide range of topics including products, services, processes and troubleshooting steps. Additionally empowering agents to contribute their knowledge can further enhance the effectiveness of the knowledge base.

Automation

Automation plays a role in streamlining operations by utilizing IVRs, chatbots and AI technology to handle inquiries. This enables human agents to focus on issues that require human intervention. Exploring speech analytics and text analytics can reveal opportunities for automation while ensuring that live agents oversee automated processes to ensure transitions when necessary. While automation boosts efficiency maintaining a touch through interaction remains essential.

Performance Management

Performance management plays a role in enhancing contact center productivity and agent satisfaction. Establishing goals providing coaching and feedback and aligning agent incentives are key components of effective performance management.

Goal Setting as per Nature of the Process:

  •  Define measurable goals that align with contact centre performance indicators such as average handling time first call resolution rate and call waiting times.
  • Ensure that agents comprehend how their individual goals contribute to contact center objectives.
  • Collaborate, with agents to establish goals that’re both attainable yet challenging enough to drive motivation.
  • Coaching and Providing Feedback
  • Regularly offer guidance to agents through call monitoring observing alongside them and analyzing performance data.
  • Focus coaching efforts, on enhancing skills and achieving objectives than focusing solely on criticism.
  • Provide feedback to agents after calls to reinforce actions.
  • Organize one on one sessions weekly or monthly to discuss performance and areas for growth.

Incentives

  •  Connect agent rewards and acknowledgments to meeting goals and performance standards such as through bonuses or awards.
  • Foster an incentive culture centered around teamwork than competition.
  • Maintain transparency regarding incentive qualifications and payouts.
  • Explore monetary incentives like extra paid time off or preferred scheduling options. 

By setting objectives and linking coaching, feedback and incentives to performance outcomes agentsre encouraged to enhance productivity and elevate the customer experience.

Forecasting & Scheduling

Accurate forecasting ensures that the appropriate number of agents is scheduled to handle expected contact volumes at any given moment. Underestimating can lead to long wait times, high abandonment rates and dissatisfied customers.

On the hand overestimating results, in agents and unnecessary payroll expenses. Based on the process utilizing dialing methods could have an impact. Our esteemed clients, in the customer service industry with 40% adoption of this approach have seen an increase in agent efficiency up to 96%. Want to learn more?

Intraday Management

While no forecast is perfect effective real time intraday management is crucial. Keep an eye on performance indicators such as service levels, queue lengths, agent occupancy and customer satisfaction. Stay prepared to make adjustments like call routing modifications bringing in agents offering overtime or redirecting calls to locations as necessary to uphold service levels throughout the day.

Recognition

 Introduce a peer-to-peer recognition program that allows agents to acknowledge each other for customer service and teamwork. This initiative helps cultivate a work environment.

 Publicly recognizes performers during team meetings or newsletters. Highlight behaviours that you wish to promote.

 Empower team leaders to offer informal recognition by appreciating agents who go the extra mile by staying late to assist with projects.

Career Development

Establish career paths and growth opportunities to retain agents. Provide training opportunities and challenging assignments for agents to enhance their skills. Implement training and mentoring programs that support agents in advancing their careers, within the organization.

Surveys

Regularly conduct employee satisfaction surveys for feedback collection.

Demonstrate your attentiveness by putting improvement plans into action based on feedback, from surveys. Inquire about factors that drive engagement such as recognition, opportunities for career advancement relationships with managers and more. Monitor engagement levels over time. Conduct follow-up surveys post-implementation of initiatives to gauge their impact. Remember, aligning goals with team goals is key to achieving success.

Establishing a Favorable Work Environment

A work environment plays a role in enhancing productivity and the overall experience of agents in contact centers. This positivity stems from leadership and permeates across the organization as a whole. Here are some suggestions for fostering a work culture;

Encourage Teamwork

Provide avenues for agents to collaborate and support one another. Consider implementing buddy systems for recruits or engaging them in group projects. Brainstorm solutions collectively as a team to foster a sense of value and involvement among agents.

Cultivate friendships and connections among agents through team building activities fostering camaraderie and mutual support.

Embrace Inclusion & Diversity

Prioritize diversity, in recruitment efforts. Varied backgrounds and perspectives contribute to creativity and problem-solving abilities within the team. Ensure all agents feel welcomed, respected and heard irrespective of gender, race, age or other differentiating factors.

By emphasizing leadership, teamwork, diversity and inclusion practices contact centers can cultivate a work culture that boosts employee satisfaction leading to improved customer experiences—ultimately resulting in heightened productivity levels.

Conclusion:

While platform progress can enhance returns, on investments and reduce the need for involvement customer satisfaction remains paramount as customers often favour interactions for their empathy and emotional value. Combining a touch, with communication platforms can yield remarkable results. With 17 years of expertise, DialShree offers cutting-edge features and AI assistance to fulfil your platform needs. Schedule a demo today!

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The Role of Pragmatic Solutions in Enhancing Banking Communication

Banking Communication Solutions

In today’s banking and finance landscape delivering top-notch customer service is no longer a luxury. It’s a component, of survival and advancement.

As the industry faces competition from fintech players and evolving customer demands traditional financial institutions are under pressure to enhance the overall client experience. Despite this urgency, many standing firms still grapple with outdated systems that hinder communication across various channels.

The implications are substantial. Studies indicate that subpar customer service leads to losses exceeding $75 billion annually with dissatisfied customers deterring approximately 15 others from engaging with a business.

Conversely, exceptional service translates to increased revenue and enhanced customer loyalty. In the realm of banking and finance quality service directly impacts customer acquisition, retention rates and overall trust.

To address these hurdles head-on industry leaders are increasingly turning towards customer engagement platforms driven by AI and machine learning technologies. When implemented thoughtfully these solutions facilitate responses, interactions across multiple channels personalized experiences tailored to individual preferences and ongoing refinements, for optimal performance.

However, merely adopting tech tools is insufficient. Companies must also adopt an approach centered on prioritizing customer needs at every touchpoint and interaction.

This article delves into the steps banks and financial institutions can take to enhance client communication in today’s demanding landscape. By implementing the strategy and platform they can provide services on a larger scale while improving efficiency and managing costs effectively.

To achieve this, leaders need to challenge outdated practices and prioritize customer approaches. Those financial institutions that embrace change will emerge as the frontrunners of tomorrow while those reluctant to adapt risk being left behind. The decision is crystal clear.

Obstacles, in Ensuring Exceptional Service

The task of delivering top-notch customer service has become increasingly complex for banks and financial entities. Modern customers expect seamless service round the clock and swift issue resolution. However outdated systems hinder agents from accessing customer profiles and transaction histories leading to disjointed experiences and dissatisfied clientele.

Key challenges confront banks and finance institutes:

Rising Customer Expectations

Customers demand tailored services across platforms expecting agents to recognize them individually and cater to their needs. Yet many banks struggle with dispersed data, across systems hindering a view of each customer.

Shifting Demographics

Millennials and Gen Z customers favor self-service options. Banks are being encouraged to provide customer service through channels such, as chat, social media, WhatsApp and SMS based on customer preferences.

Yet many banks have not fully embraced omnichannel interactions. Comprehensive omnichannel contact centre platforms may do a trick here, book a free demo now!

Challenges with Handling Volume

When call volumes peak customers get frustrated waiting on hold for periods. However, just hiring staff is not always a solution due to cost and inefficiency. Banks require systems of understanding customer needs and automating repetitive tasks. Tailored chatbot workflows can save phone bankers significant time, freeing them up for more productive activities.

Data Fragmentation

Customer information is often scattered across systems for banking services, loans, credit cards, etc. This fragmentation makes it hard for agents to grasp a picture of the customer relationship without switching between systems.

To a certain extent, having all the key and important client information readily available is crucial during live customer calls. To consistently provide notch personalized service banks need to reconsider their approach to engaging with customers and the technology they use.

Challenges Posed by Outdated Systems

Banks and financial institutions still rely on outdated legacy systems that are rigid and obsolete in today’s digital world;

Rigidity

Legacy systems typically run on traditional on-premises software that is not easily adaptable or integrable, with new communication channels and touchpoints. These systems were primarily designed for call centre operations.

Lack the flexibility needed for modern omnichannel support. The transition of a conventional platform is difficult, and advanced contact center solution needs of the time; advancement is not the only factor, ‘ready-to-use modules’ will be a differentiator in today’s time.

No Unified Conversation

Legacy systems do not support omnichannel operations, which hinders the ability to connect insights, from channels for a customer experience. Agents may struggle with understanding the context of conversation when interacting on platforms such as the web, mobile, chat and email, hence 360’s customer profile will help to drive conversation easily and quickly.

Let AI work its magic

Yet another constraint is the reliance on manual efforts for improved quality and service. In today’s time, it is not advisable to invest time in listening to recordings and providing training to your agents. These tasks can be automated, allowing them to be completed even without being physically present at the workplace.

As a result of these shortcomings legacy systems fall short of meeting the expectations of consumers who seek personalized service across multiple touchpoints. This ultimately impacts customer satisfaction levels.

Advantages of AI-Powered Platforms

AI-driven customer service platforms offer advantages compared to legacy systems in enhancing communication and comprehension, with clients. Here are some key benefits;

Voice and Text Analysis

Artificial intelligence can analyze both voice and text interactions either in time or, after a call. This analysis can reveal insights such as customer emotions, potential compliance issues, transcripts agent adherence to scripts and more. It uncovers data that can be used to enhance efficiency.

Chat Assistance

Smart chatbots are designed to handle common customer queries without the need for intervention. They offer round-the-clock availability and through learning using machine algorithms they improve their ability to understand questions and provide responses over time. Chatbots play a role in reducing customer wait times. Freeing up agents to focus on complex problems.

Understanding Customer Behavior

By processing amounts of customer data AI models can detect trends identify patterns and extract insights. This deep understanding of customer behavior helps in recognizing their needs pinpointing areas of friction in interactions and uncovering opportunities for enhancements.

Empowering Client Communication

AI-powered platforms elevate client communication by offering omnichannel support, and advanced analytics capabilities as automation features. This results in interactions, with customers that are efficient scalable and tailored to individual needs.

A global bank successfully enhanced client satisfaction through an AI-driven communication platform as part of its transformation efforts. They aimed to provide more convenient customer service to improve the client experience.

Despite facing challenges, in handling a volume of customer inquiries efficiently at their call centers they sought ways to overcome this issue. Long wait times frustrated clients and overwhelmed agents were issues they encountered.

To enhance self-service options the bank integrated an AI-powered platform with features such as blended calling and intelligent IVRs along with functionalities like SMS and voice broadcasting.

The outcomes were remarkable;

  • Achieved 100% system uptime
  • Improved loan debt collection by 82.31%
  • Boosted agent productivity by 79.26%

This case study highlights how one organization revamped its customer engagement and interaction significantly. There are success stories, in our portfolio that showcase the performance and high customer satisfaction achieved through DialShree – AI-Driven advanced platform.

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Mastering Debt Collection: A Quick Handbook for Improving Your Recovery Rate

Strategies for Increasing Collection Efficiency

An efficient debt collection process maintains a steady cash flow while mitigating cash crunches. When working with the right strategy, it automates payment collection on time giving businesses financial stability and buffer cash to plan future expenses easily.

A streamlined debt collection system is built on the pillars of consistent communication, easy payment options, and centralized data. Moreover, when businesses build an efficient system, it eliminates bad debt, leading to financial success. 

Let’s discuss the key aspects of mastering debt collection and how to ensure you have enough cash flow without losing customers and their business. 

Strategies for Increasing Collection Efficiency

No business wants to suffer from unpaid and overdue invoices. Chasing customers and clients to complete their invoices is a time-consuming and wasteful process, which can be streamlined with the right strategies targeting effective communication, negotiation, automation, and payment processes. 

  • Communication Should Be More than a Simple Exchange of Words

Ditch the one-size-fits-all approach and segment customer communication based on severity, age, and customer profile. Craft personalized messages for each segment and every specific situation while factoring in their consequences. 

To achieve collection efficiency, demonstrate your empathy with the customers. Don’t restrict yourself to sending emails; rather, use omnichannel communication and reach your customers through their preferred channels. 

Train your callers to hone active listening and empathy. Understand the customer’s reason behind late payments and tailor solutions to accommodate them to the farthest extent possible. 

Aggressive language alienates the customers, which can further increase bad debt. 

  • Negotiate to Create Win-Win Situations

Effective negotiation can take your debt collection processes to the next level and present your business as customer-centric. Start negotiating and discussions early on before the accounts are delinquent. Present restructuring options and extend deadlines or even reduce the payments. 

Sometimes, motivating customers with early payment rewards can prompt further action and reduce your debt collection woes in the future. You can also offer flexible options like extended installment plans and hardship programs. 

Set flexible boundaries for the debt collection team allowing them to negotiate while presenting a range of solutions and reduce NPA accounts. For effective negotiation as well, the customer relationships and debt collection team must possess active listening skills. 

On the whole, negotiate to ease the customer’s experience while ensuring bank recovery rather than deterring them with legal actions and other measures. 

  • Leverage AI and Automation to Streamline Collection

Automation can play an essential role in streamlining the debt collection process and achieving financial success; here’s how. Using automation to send reminders and escalate overdue accounts while scheduling follow-ups frees collectors from handling other, more complex cases. 

You can leverage AI-powered chatbots and train them to handle routine inquiries and redirect customers to payment pages, ultimately reducing pressure on debt collectors. 

Moreover, it’s easier to predict customer payment behavior based on past transactions using AI analytics solutions. This means you can intervene early on to address at-risk accounts and implement intervention strategies. As a result, it will lead to risk reduction and reduce NPA. 

  • Frictionless, Diverse, and Secure Payment Processes

Making payments should never be a hassle for your customers and clients. Integrate multiple payment options, including online payments, wallets, direct debits, wire transfers, or in-branch options. A lack of payments only gives the customers a potential reason to delay payments.

Ensure superior security with all the online payment methods and showcase the security features to your customers. Lastly, offer auto-payments and ACH options to your customers to automate payment collection on a fixed date. 

Ways and Means of Reducing Bad Debt

Discuss strategies for establishing credit policies, conducting credit checks, and maintaining customer relationships to reduce the risk of bad debt.

Proactive utilization of data and automation technology can streamline how banks collect debt, but to reduce bad debt, they need different strategies. Bad debt is the result of the financial woes of your customers, and some are due to willful default. While it’s customary to take a lenient approach when your customers are going through financial troubles, adopt proactive strategies to stop willful default. 

Here are some strategies to reduce bad debt;

  • Credit Policies to Filter Potential Customers

Your credit policies are your safety net to keep out bad debt. In addition to running generic credit checks, go for dynamic credit policies that incorporate risk assessment models. Your policies must account for the potential customer’s income stability and spending patterns.

Segment them based on their risk profile, requirements, and behavior as you account for these things. Account for the cash flow trends and savings while feeding the customer’s available data to an AI model to prejudice repayment potential. 

Create a system of checks and balances to pre-qualify applicants and personalize their credit limits to ensure you don’t incur a bad debt. 

  • Run Credit Checks to Identify Repayment Capability

Don’t limit customer credit checks to the credit score only. Go beyond the rudimentary credit checks and gain a holistic view of the customer’s profile. You can check their payment history of previous loans, utility bills, and social media activity. 

These checks will present a holistic view of the potential customer, and as you match them up with fraud detection solutions, it will become easier to identify suspicious activities and red-flag the customers. 

Next, conduct employer verification to confirm income stability and check inflated pay slips. Even after the loan is disbursed, run checks on the customers throughout the repayment term. Identify changes in their income, employment status, and spending patterns to intervene and prompt corrective action. 

  • Maintain Cordial Relationships with Customers

Anyone can go through a rough patch in their life, which does not essentially mean they are willful defaulters. Instead of becoming a loan shark, adopt a customer-friendly approach. 

To prevent bad debt and enhance collection efficiency, clearly communicate credit policies and interest rates while highlighting the potential consequences of delinquency. Using AI, you can predict risks, use this information to take proactive action and offer debt management resources to customers while running intervention programs. 

Help struggling customers with personalized repayment options and loan restructuring and get them back on track. 

Real-Life Success Stories and Case Studies

Businesses and banks are evolving with the trends to ensure they are not incurring bad debt and are able to streamline their collection system. Here are a few examples of how certain businesses use the strategies mentioned above. 

  • Astute Management Solutions used Elision’s Dialshree, an omnichannel call center solution to automate customer data collection and simplify grouping collection. As a result, Astute Management Solutions were able to eliminate 100% of manual errors and recorded a 82.57% increase in collection.
  • AU Bank experienced multiple challenges including inbound and outbound calling options, a lack of SMS broadcasting, and lack of web chat options with customers. After consulting with Elision, we recommended and set up Dialshree for the bank to help them optimize their communication with the customers. This resulted in 100% increase in customer and agent interaction, 82.31% increase in loan debt collection, and boosted agent productivity by 79.26%. 

Leverage Technology to Improve Collection Efforts

Mention supplementary tools and technologies that can enhance collection efforts, such as debt management software or analytics solutions.

In addition to using the tips and techniques shared above, use technology to your advantage for streamlining collections and reducing bad debt. Here are a few suggestions;

  • Debt Management Software: This software streamlines repetitive tasks like sending reminders and escalating delinquent accounts. They generate collective reports and also have omnichannel communication systems. You can also use them to enable seamless and secure online payments, encouraging faster payment settlements.
  • Better Insights to FOS and PTP Segmentation: Leverage technology to provide field officers with accurate, updated, and real-time insights while sharing information on delinquent accounts with a Promise to Pay status. Businesses can leverage Elision’s advanced debt collection module to do the same and provide the FOS team with better insights, updated payment details, real-time information through email and SMS to create a smooth communication channel.It will be better to channelize the PTP customers for using payment gateways for quick payments, making debt collection easier.
  • Artificial Intelligence: AI-based chatbots can free up the customer service and debt collector’s time to handle routine inquiries, make IVR calls, and help customers make payments. With sentiment analysis integrated into the system, you can analyze customers’ sentiments through text, giving debt collectors the opportunity to adapt communication styles and personalize interactions.Elision provides AI Super Agents, an advanced AI-driven module to help agents resolve customer issues and maintain 24/7 communication. These AI-based communication modules can imitate a human’s tone and voice to create the same impact fostering trust and customer loyalty.

Streamline Customer Communication and Collection

Debt collection efficiency and debt reduction are the critical aspects of achieving financial success. Any business lending customers money may face delinquencies and defaults, which can hamper their business growth. 

Achieve collection efficiency with streamlining the collection process by changing the communication and negotiation processes while automating repetitive and easy tasks. Reduce bad debt with adaptive credit policies, dynamic credit checks, and improving customer relationships. 

While integrating these systems, Elision’s DialShree omni channel communication system makes it easier to communicate with your customers and improve customer engagement.

Let’s Connect so that we can better understand your needs and execute an omnichannel communication strategy tailored to your requirements. 

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How to Improve Customer Service After-Hours with Conversational IVRS?

Conversational IVRS

Even after business hours, customers still expect prompt assistance. This is where after-hours customer service comes in to save you from losing customer’s trust and loyalty. 

To address this requirement, companies are increasingly turning to Conversational IVRS. A 24/7 customer service system has an occupancy or customer engagement rate of 98% and the ones without this service have an occupancy rate of only 30%. This signifies the importance of being there when your customer needs you, which increases the chances of reciprocating your patronage. 

Companies today are using Conversational Interactive Voice Response Systems (IVRS) to automate customer-company interactions, especially when they don’t have the resources to employ live agents for the task. 

What follows is a guide on how to use conversational IVRS to improve customer experience and satisfaction.

Why After-Hours Customer Service is Important?

After-hours customer service is an essential link to achieving customer satisfaction as it helps businesses meet customer expectations by providing instant support. 

An effective after-hours conversational IVR systems; 

  • Improve Sales Conversions: Every time a customer connects with your organization it’s a possible opportunity to make a sale. After solving the customer’s issue, it’s a chance to make sales.

  • Foster Customer Loyalty: 24/7 availability demonstrates your commitment to customer care. It convinces them that you are prioritizing their needs, which means the customers will stick with your brand.

  • Customer Retention: The customer acquisition cost (CAC) of a company without a customer service wing is higher than those that have one. Setting up a customer service system means a reduced churn rate. This is important because over 80% of the sales revenue comes from existing customers rather than the new customers who account only for 20% of the sales.

The Link Between IVRS and Customer Satisfaction

100% customer satisfaction is one of the primary goals of every organization. A portal to deliver enhanced service, an IVRS can play a key role in improving customer experience. However, a traditional IVRS system often falls short in terms of personal and satisfying experiences, especially during after-hours.

An IVRS system is beneficial for customer satisfaction as it can reduce wait times and have faster call routing. This ensures all queries are addressed promptly, with escalations directed to available agents and estimated wait times communicated for transparency. 

Moreover, an IVRS with natural language processing and artificial intelligence can understand customer queries shared in their language rather than dealing with pre-recorded menus. 

From answering all sorts of FAQs to personalizing the support system according to requirements, an IVR system can facilitate a smooth and interactive experience. 

What is After Hours Conversational IVRS?

A Conversational IVRS interacts with customers in a natural language over the call. It allows customers to speak freely and share their concerns as the system can understand natural language and has artificial intelligence. 

As a result, it provides a human touch to customer services and creates an intuitive experience. In addition to this, a conversational IVRS provides faster and more accurate responses while reducing misrouting and wait times. 

For an organization, a smart IVRS can free up agents to take care of more complex queries, and reduce call volumes, leading to reduced costs and better customer satisfaction. 

Here’s how it works;

  1. Listening and Comprehending: Conversational IVRS accepts the call and listens to the customers while comprehending the input.

  2. Response Formation: Based on the input, the IVRS, using AI and NLP will formulate a response.

  3. Offering the Response: Using Natural Language Generation (NLG), the IVRS system will share the requisite information with the customers in a language they can understand. 

Benefits of Conversational IVRS for Customers and Organizations

A conversational IVRS engages customers in natural language conversations, sharing information they need without any significant delays. As a result, the customers are satisfied with the services and stay loyal to the company. 

  • Quick Resolutions: With access to a comprehensive knowledge base of product information and company policies the IVRS can answer maximum questions from customers increasing First Call Resolution (FCR) and improving the Net Promoter Score (NPS).

  • Automation of Routine Tasks: With programmable automation in IVRS, it’s easier to delegate routine tasks to the machine, while the human workforce focuses on innovation and growth.

  • Personalized Customer Support: Customers can ditch the complex menu selection and get personalized support through a conversational IVRS, increasing query resolution call rerouting to an expert.

  • Creates an Efficient Customer Service System: An NLP-based IVRS can quickly identify customer’s needs and provide personalized information, effectively reducing response time and increasing overall efficiency.

  • Saves Costs: By reducing the number of human resources required to handle customer queries, a conversational IVRS can reduce staffing costs. An IVRS shares the information customers need in one single call, reducing recurrent calls and saving company resources. 

Conversational IVRS in Action – Real-Life Use Cases

Several Indian companies are using a conversational IVR system to handle customer queries. Here are a few examples:

  • The popular airline wanted to make every traveler feel welcomed and well taken care of in their journey. Revamping their old IVR system, Delta Airlines brought in a conversational IVR system to provide personalized information and proactive alerts to the customers. As a result, the number of customers requesting a specialist increased by 10% and the system was able to capture caller intent for 75% of calls.

  • The popular Pizzeria brought in a conversational IVR system to improve over the earlier standard IVR. The new system is now available in Hindi and English leading to better convenience, making ordering over the phone easier, and streamlined customer experience.

  • eCommerce giant Integrated with local dialects, variations, and colloquial terms, Flipkart’s voice assistant is making it easier to buy groceries through the online platform. 

These examples showcase diverse applications of conversational IVRS across different industries. Conversational IVR systems have wide-ranging benefits on an organization’s capacity to improve customer experience. To achieve results, focus on the implementation part of an IVR system. 

Implementing Conversational IVRS | Practical Steps and Best Practices

For successful implementation, companies should adopt a strategic approach. In addition to the technical expertise required for setting up the system, you must also identify the existing technology trends in customer service for effective implementation.

  1. Set Your Objectives: Start by answering “What do we want to achieve”? The answer will influence the implementation process and technologies. Some of the common goals include reduced waiting times, increased self-service rates, and overall leading to better customer experience.

  2. Set the Conversational Flow: Map out the expected dialogue between customers and a live agent. Bring the same conversational aspects and tonality to the IVR system matching the appropriate responses. Explore multiple conversational paths and feed the data to the IVR system. To know the flow, check past call scripts to update the systems.

  3. Choose Conversational IVRS Vendor: To choose a conversational IVRS vendor evaluate all the available ones for their features, functions, pricing models, and integration options. Choose the one with on-demand scalability, NLP capabilities, easy integration, and higher security. Also, check vendor reputation, support services, and their portfolio.

  4. Data Preparation and IVRS Training: After choosing the vendor, prepare your data to train the system. Train the IVRS system with accurate and up-to-date information on the product and services. Include troubleshooting guides, knowledge base articles, product guides, and manuals. The content should be clear and tailored according to the conversational paths.
  5. Test and Refine: Testing is crucial to ensure optimal performance and build a flawless conversation-based IVRS. Check it with diverse user groups and problems to identify the issues and improve them before deployment. 

Best Practices to Implement and Deploy a Smart IVR System

  • Phased Deployment: Roll out the system in phases to minimize disruption enabling improvements and adjustment wherever required. Begin with simple tasks and gradually increase the system’s functionalities.

  • Clearly Share Agent Availability: Share the agent available with the customers when after-hours services are running. This is to avoid any friction and ensure seamless escalation of the issue along with sharing the estimated time with the customers.

  • Personalize the Interactions: Add personalized greetings to the conversation and wherever possible, personalize the interactions. Consider using the customer’s name and using their past purchase history to personalize the interactions. This will make the customers feel valued and heard and build trust. 

Future Trends and Innovations in Conversational IVRS

  • Customer Emotion and Sentiment Analysis: IVRS systems will be able to recognize the customer’s emotional state from their voice or text and tailor the support accordingly. 

  • Omnichannel Integration: In addition to entertaining customers through calls, IVR systems can also connect and coordinate with other channels like mobile, social media, chat, email, etc. 

To Sum it Up

A conversational IVRS is pivotal to building a customer-centric support system. With capabilities like personalization, artificial intelligence, and natural language processing, a smart IVRS can significantly improve customer service operations. 

Improve customer experience with Elision omnichannel contact center solution and be available across all channels. Stay connected with your customers to increase customer engagement and loyalty. Get in touch to book a demo

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Elision Technologies Shines at Bharat BFSI Leadership Summit & Awards 2024.

Bharat BFSI Leadership Summit/Awards 2024

Elision Technologies, a leading provider of communication solutions impressed attendees at the Bharat BFSI Leadership Summit and Awards 2024 with their innovative AI- driven communication platforms that are revolutionizing debt collection strategies and improving customer experiences. Their next gen solutions & product demonstration at the summit, and winning the AI-Powered Omnichannel Communication Solution of the Year for Best CX award among esteemed BFSI leaders highlighted their leadership in the industry.

As Mehul Shah, CEO & MD of Elision Technologies graciously accepted the award he emphasized the company’s dedication to offering cutting edge solutions in the BFSI sector. By utilizing state of the art AI technology, team Elision aims to revolutionize customer interactions and customer experience at scale. Mr. Shah envisions a future where personalized communication driven by artificial intelligence will be pivotal, in reshaping the BFSI landscape.

AI-powered super agents have impressed many by effectively blending natural languages with specific purpose driven interactions, empowering collection agencies to manage intricate banking inquiries, identity verification processes, payment/ loan related questions and offering tailored experiences in various languages. These super agents not only boost efficiency and productivity but also deliver exceptional customer service around the clock.

Moreover, Elision’s AI-driven debt collection platform has been widely praised as a comprehensive platform in the industry. By leveraging machine learning algorithms this platform examines customer behaviors and their trends to enhance debt collection strategies. And it helps the Banking, Financial services and Insurance (BFSI) sector for increased recovery rates, better cost savings and a streamlined automated collection process.

During his keynote speech, Mr. Ankur Sharma, Business Head at Elision emphasized the importance of embracing omnichannel communication solution to enhance customer satisfaction and experience. Elision’s AI powered solution seamlessly merges communication channels such as voice calls, chats, emails, SMS,  and social media platforms to provide a unified and personalized experience for customers.

He also introduced an integrated AI-driven voice analysis platform that elevates service quality (QoS) and communication standards (QoC) without human involvement. This system offers insights like call analysis, emotion and sentiment assessments as well as verbose and silence analysis.

Additionally he highlighted the importance of communication advancements in the banking and finance sector emphasizing how utilizing voice bots and AI-driven super agents could transform customer interactions seamlessly.

Elision Technologies, with a client base of over 250+ BFSI esteemed organizations has played a pivotal role in helping companies achieve substantial productivity gains and notable improvements in their collection figures. Their innovative solutions have revolutionized operations for businesses in the BFSI sector enabling them to offer seamless customer experiences and enhance their overall success. Schedule Free Demo Today! ✨

Conclusion: Elision’s impressive performance at the Bharat BFSI Leadership Summit And Awards 2024 demonstrated their dedication to excellence and technological innovation. Through leveraging AI-powered communication platforms which empowers customer interactions, debt collection processes and helps banking and insurance companies to attain remarkable productivity and collection outcomes. The future of the BFSI industry hinges on embracing these transformative technologies, with Elision Technologies leading the charge.

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Key Trends Shaping Contact Center Efficiency: A Deep Dive into UI and UX Design Evolution!

DialShree_UI&UXTrends

Introduction

In the race to provide an omnichannel customer experience, brands empower their support centers with robust contact center solutions. Along with an eye on performance and user experience, they hyper-focus on efficiency. In the effort to improve efficiency, several aspects come into the picture, including technologies, communication tools, data analytics, AI, and more.

One aspect that plays an indispensable role in shaping the efficiency of contact centers is UI and UX design. The UI and UX is one of the most essential elements, not just for the customers but for the agents, too. As per stats, a company with an IT ticketing system with an interactive interface can boost agent efficiency by 15-20%.

Therefore, having a ticketing system or an omnichannel communication solution with excellent UI/UX features is indispensable. Let’s proceed with the blog and shed some more light on it.

Why do UI and UX Matter?

In a contact center environment, the agent’s productivity is paramount. As a call center agent has to take over 50 to 100 calls a day, they need tools that are easy to use. Besides, the admins of the contact centers also require the same tools for monitoring the agent’s performance, providing feedback, etc.

An easy-to-use tool should have some UI/UX elements, such as swift navigation, agent-friendly colors, auto-dialer, interactive dashboard, etc. These features help in faster operations like call switching, feedback recording, etc. Here are some more reasons to invest in the ultimate UI/UX.

Agent Perspective

  • Reduced Training Time
    Training is necessary whether it is a new employee or an old one interacting with a new software solution. With an intuitive UI, graphics, button placements, etc., it becomes easier for agents to locate what they need.

    A user-friendly interface featuring intuitive navigation and clear labeling reduces the learning curve. Thereby reducing training time. As per stats, an effective UI/UX design can help decrease training time by up to 50%.

  • Boost Agent Productivity
    Agent productivity is paramount in a contact center. An agent may have several tasks in a call center, such as fetching the issue ticket, dialing the number, talking to the agent, documenting the conversation, etc.

    If all these tasks are performed manually, they will hamper the productivity. Therefore, an automated dialer with features like auto-calling, voice-to-text conversion, etc., can be an awesome addition to its UX.

  • Improved Task Performance
    With all the necessary information on the screen, agents can find and use the required features on the go. For instance, if they need to add call information in the tool, it will be easier to locate a text box than a simple text somewhere on the screen.

    A well-designed UX includes exceptional information architecture that helps quickly locate the right feature.

  • Maintain Multi-Channel Consistency
    The omnichannel experience is not just for the users; it’s for the agents, too. With similar UI/UX features across all the communication channels, contact center efficiency can be jacked significantly.

    For example, an omnichannel communication solution with all the major communication channels with a single interface can boost the agent experience. As per the Tata CLIQ’s Director, “having a single interface for all kinds of CRM needs has made our agents happier and more efficient.”

  • Adaptability to Change
    No matter which software or tool it is, they are susceptible to issues with time. Therefore, they need to be updated as per the latest trends.

    A simplified UI/UX design is more straightforward to update and modify. Besides, it is a cakewalk to make the necessary updates and changes in the UI/UX without disrupting the customer and agent experience.

  • Amplifies Agent Experience
    Agent experience is all about how easy it is for the agent to use the tool or solution. Aspects like navigation, information architecture, visual design, typography, etc., the better they are, the better will be the experience.

    Stats show a 15-20% improvement in agent experience when there is a single interface for all CRMs.

Admin Perspective

  • Intuitive Navigation
    Besides agents, admins must also monitor several aspects to ensure business profitability. Therefore, the UI needs to have all the necessary tabs featuring tickets raised, CRM team performance, average agent earnings, etc., in proper size and font for quick navigation.
  • Visual Dashboard
    Several real-time contact center metrics need an admin’s attention at all times. These metrics include call volume, recurring calls, inbound calls, outbound calls, agent performance, and customer satisfaction.

    Colorful tabs highlighting these parameters can help them make data-driven decisions faster.

  • Customizable Reporting
    Reporting helps in understanding performance patterns and taking action. The tool UX should offer customized reporting to create and customize reports based on performance parameters.

    Collecting all the crucial parameters in one report enables admins to analyze contact center performance, identify trends, and measure KPIs.

  • Real-time Monitoring
    Real-time monitoring can help in handling emergency scenarios easily. Moreover, real-time tracking of parameters like agent activities, ongoing calls, and queues helps assess bottlenecks and take action immediately. All this is possible via an interactive UI/UX.
  • Collaboration Tools
    Training the agents can be seamlessly done with collaboration tools. With a supreme UI featuring collaboration tools like internal messaging tools, call monitoring and barging tools, etc., admins can seamlessly support their team members, improving productivity and customer service quality.
  • Responsive Design
    Unlike agents, admins need to have continuous access to the admin dashboard for a longer time. Hence, the UI/UX should be responsive, making it accessible not only on a PC or laptop but also on handy devices like phones and tablets.
  • Role-based Access Control
    Security and privacy is a primary concern for a contact center as there is a lot of sensitive data involved. Therefore, the UI/UX features should include role-based access defining permissions for each member of the company hierarchy.

What are the Key UI/UX trends in Shaping Contact Center Efficiency?

Every tool needs to be updated with the fresh industry trends. The same is the case with the UI/UX of the software. So, here are some key UI/UX trends that are Shaping Contact Center Efficiency.

  • Intuitive Navigation
    As businesses integrate multiple communication platforms into one software solution, intuitive navigation is necessary. In an omnichannel platform, all the required communication channels, such as SMS, WhatsApp, email, etc., should be placed exceptionally on a single screen or at least a few clicks away.

    This can help save navigation time and boost efficiency.

  • Chatbots
    Agent productivity is highly dependent on the relevant calls they take. For example, if a person is just calling to confirm their product’s renewal, it can be directed to the chatbot as it is a simple task that may not require an agent intervention.

    As 69% of the customers prefer to use a chatbot as it provides instant responses, it can also be a great promoter of agent experience. With chatbots as part of the contact center solutions, you can significantly boost efficiency as agents focus on more important tasks.

  • Agent-Centric Design
    The UI design should be entirely agent-centric. All required functionalities should be placed on a single screen, such as call transfer, manual dial, WhatsApp messaging, general messaging, Facebook posts, connected calls, internal chat, not-connected calls, etc.It will allow the agents to navigate and take action faster.
  • Customization
    Customizable UI is another UI/UX trend that is super useful in boosting agent efficiency. Agents can customize their user interfaces to move some of the screen elements to another place on the screen for quicker access.

    For example, agents can move elements to see previous and current customer interactions.

  • Clear Information Presentation
    The agent’s productivity is directly proportional to the efficiency of the contact center. The call handling can be swift and smooth if the agent is presented with all the necessary information about the customer, such as the name, number, previous interaction, call scripts, etc.
  • Gamification elements
    Gamification can be introduced in the call center solution in several ways. For example, you can monitor agents’ call parameters like issues resolved on calls, number of calls, missed calls, first call resolution rates, hold times, etc.

    Based on the analysis of these aspects, you can provide agents with star ratings, create leaderboards, provide badges, and more in the tool itself. This will gamify the calling tool and motivate the agents to perform better.

  • Streamlined Workflows
    To maintain a streamlined workflow means to keep the contact center tool as simple yet functional as possible. Make sure that all the chat and call features are placed at the right place on the screen.

    For example, divert all the basic customer issues to chatbots. Besides, keep the dialer application on auto-dial, provide interactive pop-ups for inbound calls, etc. All these can help establish a streamlined workflow.

  • Real-Time Data
    Real-time data access is an exceptional and innovative UX trend. It is combined with AI-backed data analytics that helps contact center admins get valuable insights about agent and contact center performance.

    With access to current and past data, they can picture the performance of every agent on a single dashboard.

  • Integration Capabilities
    As the call center may need multiple software like CRM, analytics, etc., side by side, software integrations are the best way to use them. Current contact center trends show that contact center solutions support these integrations.

    You can easily integrate third-party integrations into the solution to extend its usability. DialShree supports integrations like CRMs, IP PBX, EPBX, and other third-party APIs.

  • User Feedback Mechanism
    A user feedback mechanism is an excellent way to improve the contact center solution further. With the ability to add their feedback and suggestions regarding the solution’s performance, agents can play their part in the efficiency amplification.
  • Training and Onboarding Support
    Every Contact Center solution will have different UI and UX features, which could be easier to grasp quickly for a newbie. Therefore, it is necessary to include in-software training material that could guide the trainees to get used to it faster.

    For older employees, it can make the transition smoother.

  • Multilingual Support
    Multilingual support can be useful for contact centers with employees speaking other languages. In some contact centers, businesses hire people speaking another language to enhance the customer experience. For example, a business operating a contact center in the US would definitely have employees speaking Spanish.

    For those employees, multilingual support can be a blessing.

  • Error Handling and Notifications
    To ensure that your software does not affect the efficiency of your contact center, embed features like auto-flashing of error and warning messages on the screen with counteracting measures recommendations.

    It will help in taking action faster.

  • AI Driven Monitoring and Supervision
    Agent monitoring and supervision in a contact center has gone beyond call recording. Today, contact centers have implemented speech analysis to analyze customer and agent sentiments besides recording calls.

    Besides, agent monitoring and AI driven voice analysis can also help ensure compliance and identify upselling opportunities.

  • Mobile-Friendly
    A mobile application can be an awesome way for an agent to take an emergency call from anywhere globally. However, ensure the contact center applications’ UI/UX features are responsive and functional.

Provide Your Customers With the Best Contact Center Efficiency

Digital transformation across the communication sector has led to the disruption of these key trends. Today, it has become essential for contact centers to opt for solutions that have features aligning with these trends, or they may not keep up with the competition.

If you seek to challenge your competitors with supreme efficiency in your business contact center, opt for Elision contact center solutions. Their Omnichannel Contact Center Solution, DialShree, is ready to launch its version 2.0. This integrated solution houses all the latest features required in a call center solution.

To Know more about DialShree, book a free demo now!

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Elision Attained Prestigious VNO License From DOT

Elision-Attained-Prestigious-VNO-License-From-DOT-

The Ahmedabad-based unified telecommunication solution provider Elision has been helping brands enhance their customer experience as per their business needs since its inception. Backed by their years of hard work and dedication, they have recently added a new entity to their business by attaining the prestigious VNO License from the Department of Telecommunications.

A VNO license is one that allows an entity to cater telecom services to the people without establishing the required telecom infrastructure. As the license is of several types, it is tough to attain. With this prestigious license, Elision has chiseled its name in the top 5% of players in the industry.

In light of the brand’s achievement, the CEO and MD, Mehul Shah, shared his views, “This Elision VNO license is a milestone in our mission of telecom business expansion and Telecom industry recognition. With the DOT license approval, we have established a new entity, Elision Telecom Pvt. Limited. I consider this as a big win for us as we can now empower our clients and partners to meet all their network and telecommunication requirements.”

He further added, “The license will enable us to handle seamless and affordable services. Moreover, we can cater to our clients with powerful solutions that can help them establish communication with their clients from anywhere. So, we do not just assist our clients but their clients too”.

Talking about the technicalities of the license. He said, “We believe in the ‘Make in India‘ vision, and this license serves as a significant promoter for our commitment to creating a 100% compliant telecommunication environment.”

The best thing is that the company’s profile will be amplified, establishing trustful relationships with its clients.

To put it concisely, the license will benefit Elision client’s and partners in several ways, such as

Cost Savings: Our services help our clients and partners save money by reducing telecom expenses.
Tailored Solutions: We customize our services to meet needs covering voice, data and other value added services.
Wider Coverage: Our services extend to areas ensuring comprehensive coverage.
Reliability & Flexibility: We offer services that can adapt to your business growth providing an user experience.
Strategic Alliances: We create value through bundled offerings, cross promotions and value added packages.
Regulatory Compliance: We prioritize data security, customer privacy and lawful interception to ensure compliance.
Exceptional Support: Our priority is providing customer support and assistance whenever you need it.
Quality Assurance: With access, to high quality network infrastructure we deliver an user experience.
Global Reach: Enjoy connectivity options with our network reach.
Innovation Hub: Explore the telecom technologies in our innovation hub.

About Elision

Elision is a reputed name in the landscape of businesses offering unified telecom solutions to corporates and enterprises. Our trail-blazing products and solutions, such as Dial Shree, Helpdesk ticketing system, WhatsApp integration, Greeter, IP PBX, etc., are surefire to serve your customers both domestically and internationally.

With the newly obtained VNO license, we can further transform our solutions and services to their clients by making cloud telephony solutions more affordable and compliant. Our solution, DialShree, is also ready for a 2.0 upgrade which will further make the telecommunication solutions better.

If you are seeking customer support solutions and assistance, you can book a free demo with us. You can know more about us on our website! Let’s Connect!

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Happy CX, Happy Holidays – Diwali; A Celebration of Unity, Devotion and Festivity

Happy Diwali

It’s the week leading up to Diwali, and we are getting closer to the Festival of Lights. Diwali is a celebration that brings together people, from religious backgrounds in India. It is a time when hearts are illuminated with happiness, unity and devotion. Diwali transcends boundaries. Weaves a tapestry of light and festivity that unites millions.

The Significance of Diwali, It holds reasons for celebration. Its core message remains consistent across regions and communities. The festival encompasses the following aspects;

The Triumph of Light Over Darkness Diwali represents the victory of light over darkness symbolizing the triumph of good, over evil. During this festival homes and streets are adorned with oil lamps called diyas to dispel shadows and embrace righteousness.

Worshiping Goddess Lakshmi: Diwali provides an opportunity to seek blessings from Goddess Lakshmi, the deity associated with wealth and prosperity. Rituals and prayers are performed to invoke her grace for a year.

Lord Rama’s Homecoming: In parts of India, Diwali commemorates Lord Rama’s return to Ayodhya after vanquishing the demon king Ravana. The tradition of lighting diyas symbolizes the path of righteousness that leads to triumph.

Fresh Beginnings: In regions Diwali marks the commencement of a year according to the Hindu lunar calendar. People embrace this occasion by donning attire exchanging presents and adorning their homes as a representation of starting Diwali exemplifies the beauty of diversity and unity.

It is embraced by individuals, from faiths and backgrounds. India’s vibrant cultural mosaic showcases how this festival brings everyone together irrespective of their beliefs!

People belonging to faiths gather in unison to celebrate Diwali. The festival transcends boundaries. Transforms into a celebration of culture. Educational institutions and workplaces organize Diwali festivities where students and employees from all faiths partake in the merriment. Diwali encourages sharing and caring. Neighbors and friends exchange sweets and gifts to strengthen their bonds regardless of their affiliations.

Diwali is not a festival that illuminates only homes but warms the hearts of millions across India. It is an occasion that embodies unity, devotion and celebration. Diwali unites people in a display of illumination vibrant hues and happiness. It serves as a reminder that in India’s tapestry of diverse cultures festivals, like Diwali weave us together in harmony and joy. This Diwali let us commemorate the spirit of unity, devotion and merriment while sharing the warmth of love and joy like the gleam emanating, from countless diyas.

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Unlocking the Future of Customer Experience, with AI; Elision & GITEX 2023 Trends

Unlocking the Future of Customer Experience, with AI

In a world where providing customer experience (CX) is paramount, businesses are turning to Artificial Intelligence (AI) to transform their approach. The upcoming GITEX 2023 promises to be a game-changing event with AI playing a role in revolutionizing CX. Join us as we delve into the trends and innovations that will reshape the CX landscape.

Our main focus will be on an omnichannel contact center solution that seamlessly integrates chatbots, the clock bot assistance that feels human-like, IVRS, speech recognition on-call support, Twitter and Facebook integration webforms, FCR (First Call Resolution) AI-driven voice analysis platform for effortless training programs.

The Evolving Power of AI, in Enhancing Customer Experience;

Witness firsthand how AI is transforming CX at GITEX 2023. AI technologies are not just improving CX; they are redefining it entirely. Become part of the future of customer experience.

Chatbots, Going Beyond the Basics:

Chatbots for Experience:

These advanced chatbots powered by AI go beyond automation; they engage in conversations that feel human-like while providing clock assistance and ensuring a seamless customer experience.

IVRS and Speech Recognition:

Experience the impact of IVRS and speech recognition powered by intelligence (AI) on self-service options. GITEX 2023 presents cutting-edge technology that enhances the speed and user-friendliness of self-service.

On-Call Assistance; The Perfect Blend of Human Touch and AI Advancement:

Witness the synergy, between AI-driven on-call assistance and human interaction. An innovative system around a knowledge base ensures that customers always receive a helping hand combining the touch with the efficiency of AI.

Twitter and Facebook Signals:

Discover how social media could be a game changer for your business considering the majority of your customers spend time over social media for various key interests hence listening to them via their preferred channel could get them a better cumulative experience, and also could save hundreds of hours for them 

Delve into the world of AI-powered web forms showcased at GITEX 2023. These web forms revolutionize data collection processes while prioritizing user centricity making customer onboarding more efficient than before.

Reimagining First Call Resolution (FCR) with AI:

Elision redefines first call resolution by harnessing the potential of AI technologies. Real-time insights empower agents to swiftly resolve issues during interactions significantly boosting customer satisfaction and loyalty.

AI-Driven Voice Analysis for Enhanced Call Insights:

Explore state-of-the-art voice analysis tools driven by AI at GITEX 2023. These advanced tools transcend transcription capabilities to identify emotions and evaluate agent performance providing data, for training purposes and continuous improvement initiatives.

Call Transcripts & Call Analysis:

Uncover the advantages of AI-optimized call transcripts, in nurturing agent skills. GITEX Global 2023 showcases how these transcripts can serve as a training resource to enhance customer service excellence.

Omnichannel Contact Center Solution:

Embark on a journey into the future of customer experience (CX) with an omnichannel contact center solution that seamlessly integrates AI-powered tools and channels within a platform. Elision presents an ecosystem that offers an exceptional customer journey.

Elision at GITEX Global Dubai 2023

GITEX (Gulf Information Technology Exhibition) 2023 is a massive event happening in Dubai. With AI as its primary theme, the event will host over 14 tracks of exhibition related to several modern-day industries like Cybersecurity, Data Economy, Digital Cities X AI, Edtech, Energy, etc.

Along with GITEX 2023 AI trends, there will be other trends, such as 5G Technology, Blockchain Technology, Cybersecurity Solutions, and Sustainability and Green Tech.

Over 3,500 AI startups and enterprises, along with Elision, will participate and feature 500 hours of AI debate.

GITEX Dubai Dates are 16-20 October 2023.

So, it’s time to fly to Dubai!

Meet us GITEX Global!

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