The Intelligent Contact Center in Action
Posted in Customer Engagement
The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels.
So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers?
For one home repair and maintenance provider, intelligent service centered around connected systems. Through extensive customer and employee feedback, the company realized that employees needed to navigate across several disconnected applications to provide service to customers. This resulted in slow and sometimes inaccurate information.
To resolve this issue, the company deployed the Verint Employee Desktop, which combined data from their 13 systems into a single interface and resulted in a quick turnaround in agent productivity. Training time decreased, while first contact resolution increased. At the same time, customer satisfaction ratings rose to 94 percent, indicating the ultimate success of their efforts.
While the previous example focused on connecting systems of record, another customer focused on connecting the systems of engagement used by their customers. This large insurance company found that their customers were using more and more channels to communicate in their daily lives, especially digital channels such as live chat and web self-service.
So, this company deployed Verint Web Self-Service, Email Management and Live Chat to allow their customers to communicate when and how they want to. The customers responded immediately to the change. Conversion rates for premiums written online doubled when live chat was used, and a total of 40% of high-cost change of address transactions were moved to self-service.
In all, the organization saved an estimated seven figures in just the first 12 months.
Do you want your company to join the examples above as a success story in intelligent customer service? Join guest speaker Kate Leggett, VP and Principal Analyst of Forrester Research and Kelly Koelliker, Director, Solutions Marketing of Verint on March 30 @ 1 p.m. ET for a live one-hour webinar. Learn how to become a smarter and better connected organization to keep pace with the new breed of customer—one who is smarter, more engaged, connected and informed than ever before.
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