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Complete Guide to AI in Contact Centers

We have recently created a guide for business leaders to learn how to create value with AI in their contact centers. If you have read about AI elsewhere and you are wondering, what it will bring to contact centers and your contact center specifically, then you should read the guide to understand what AI is, learn how to find a way to create value with AI, and follow the steps to AI adoption to create and use break-through AI projects in your contact center. You’ll likely need to build a team of AI enthusiasts to use AI, so share the guide with your coworkers as well 🙂

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RichCall is now available in ZenDesk marketplace

An engaging video chat with co-browsing, RichCall, has been added to ZenDesk today. We are happy to have RichCall in the ZenDesk marketplace, because we share the appreciation for great customer experience. What’s more important, is that customers expect exceptional service 24/7, while companies need to exert more effort to deliver it and stay within reasonable budgets. This is where video chat comes in, because it provides a relatively cheap way to engage with customers and help them faster, earning their trust and loyalty. ZenDesk says that: 92% of live chats receive a positive CSAT score companies see a 29% increase in sales with proactive support. Forrester’s brief tells us about an UK footwear retailer, who used video chat and: increased the conversion rate by x4 increased average order value by 10% obtained a 79% average Net Promoter Score. Co-browsing may be the most important aspect of customer support use cases where agents can guide customers through a website. “Brief: Now You See Me — Video Chat Improves The Customer Experience”, Forrester, 2016. The retailer used all the opportunities to guide customers around their products: not only via website support requests, but also via mobile calls and instore kiosks. The brief also mentions a bank, who installed video desks in their branches, so their customers could create and manage accounts faster. Our team has been developing RichCall, based on feedback from contact center owners, for a few years now and have made it into a convenient support application. Agents can use

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ROI of Video Collaboration is Larger, When It Faces Customers

Collaboration for employees has long been the driver of ROI for innovative companies. Companies started using video collaboration to increase that ROI, and they can grow it even larger by using it with customers as well. The value of video collaboration Companies use video in collaboration, because it helps them: make faster decisions improve employee decisions provide a more personal experience improve teamwork within and across departments exchange ideas seamlessly. Essentially, face-to-face (F2F) video allows high-growth companies innovate quickly. Also, using video in meetings help companies get the following benefits: build trust and positive relationship facilitate stronger customer relationship & engagement make decisions faster keep the team focused and minimize multi-tasking help participants retain important information. Interestingly, the reasons late adopters seek video collaboration is because they want to catch up with the market leaders in terms of decision making and innovation speed. This might explain the discrepancy in new technology adoption I wrote about earlier. Using video collaboration with customers The Techaisle research on video collaboration (PDF) found that SMBs can companies can achieve higher ROI, when employees use video collaboration not only with their coworkers, but also with their customers: Turns out, video collaboration also helps customers in the same way it helps coworkers by: building trust and relationships by providing rich in-person experience providing better customer support achieving high customer satisfaction and retention. The Techaisle’s research ends with 2 conclusions: Using video collaboration is not about generic upgrades, but a matter of achieving business goals. The data

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RichCall presents at Contact Center & CX Conference in Dubai on April 24-25th

Today’s flourishing businesses in Dubai need to meet challenges to provide better customer experience to earn and keep more customers. On April 24th a conference for contact center and CX professionals starts to help them find solutions to fulfil their desire to improve CX and vendors to help them do it. That’s why RichCall CEO is going to Dubai to showcase the video chat software designed specifically for the contact center industry. RichCall provides effective collaboration tools, such as co-browsing and document sharing, which can drastically improve experience for customers, who prefer agent-assisted contact center channels to solve their problems or get the detailed information about sophisticated products. Middle East & North Africa is an important region for RichCall, because improving customer experience for businesses worldwide aligns with company’s mission and the company already has strong partnerships in the area. For example, the company has delivered its solutions to dozens of clients, including the Emirates Foundation, UAE and the King Abdul Aziz Foundation in Riyadh, Saudi Arabia. Our integration partners in UAE can help local businesses deploy the innovative solution rapidly. Come and meet RichCall CEO Alexander Anoshin to see RichCall live and discuss how this solution can help you at MECC & CX ‘18 on April 24 & 25 at the Jumeirah Ballroom pre-function area on the 2nd floor of the Crowne Plaza hotel, Sheikh Zayed road.

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Why are companies slow to adopt new technology?

Back in September we’ve combined the trends in contact centers for 2017. We also ran a survey about which channels and approaches the companies are using, and which ones they are going to use – here are the results from the 28 responses we got. Which services companies are planning to use, including personality based routing. The charts show a pretty positive trends of planning to adopt several newer technologies. Except: somehow companies collect data to optimize customer journeys, but don’t track them these trends were nearly the same in 2016, and continue to be the trends of 2018 despite technology companies making vast advances Here’s a figure from the 2016 Global Contact Centre Benchmarking Report that shows then-current and planned services in contact centers: It also predicts 9 channels in most contact centers by 2017. And yet the Dimension Data’s 2017 CX Benchmarking report says that: “Omnichannel solutions that integrate enterprise systems and connect customer journeys is the top technology trend for 2017, but nearly seven in 10 organisations currently have none, or very few, channels connected.” Could it be, because it takes companies time to research new technology wait and see for its use cases, case studies and results estimate how best to fit it into the specific company environment? For example, when it comes to AI, Bridget Botelho warns specialists that companies have only begun to use AI and few companies have the data to do it well. Not to mention, they need to sift through products

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Richcall CEO is Going to CCW2018 in Berlin, Feb 26 – Mar 1

Our CEO, Alexander Anoshin, is going to Berlin on February 25 to CCW2018, the largest European contact center conference, because the CCW executives picked Richcall to exhibit at the FutureCamp area with the most innovative contact center startups from all over the world. If you plan to visit CCW2018, please stop by at hall 2, stand D30/E27, to say “Hi” and to see how awesome Richcall is in person. If you are not going to the CCW conference or want to see how it works right now, try it live now or schedule a personal demo.

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Get 6-12 months of Richcall for free

We decided to offer 6 months of Richcall for free for publishing a review on it. If you use Richcall for 6 months and publish a case study, you get another 6 months of Richcall for free. To clarify, you get 4 concurrent connections of Richcall for free, which should be enough for a good number of contact centers. Learn more about the offer here or write to feedback@richcall.io to get 6 months of Richcall for free.

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Countries that approved video identification in banks

In this post I’ll try to list the countries allowed their banks to identify clients through video. Proof links are included. The list will be continuously updated as I learn about new ones. Here’s what I have so far (a/b order): 1. Austria The technology approved by the Austrian Financial Market Authority (FMA) on 3 January 2017. https://www.erstegroup.com/en/news-media/press-releases/2017/01/23/erste-bank-introduces-video-based-identification-of-new-customers-alias 2. Estonia https://www.lhv.ee/en/videoidentification 3. Germany A new reading of Germany’s money laundering law by the German Ministry of Finance in March 2014 has paved the road for this innovation. https://www.ing.com/Newsroom/All-news/NW/ING-Germany-simplifies-account-opening-process-with-video-legitimation.htm 4. UK https://community.fidorbank.uk/groups/important-updates-from-fidor-u/video-identification-process-f Do you know if it’s approved in your country? Please share in comments.

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Contact Center Technologies 2017: find out what 23 experts say

Tweet With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Contact Center and CX Research and Reports The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%) CX as the most strategic measure (77.5%), which increased profits for 74.1% of companies omnichannel personalization self-service mobile apps connected customer journeys with 9 channels in most contact centers As people switch from phones to other channels, companies need to work on integrating human approach to their CX robotics: Global contact center report shows us which technologies companies are using, and which they are planning to use: We won’t just talk about the trends, what you are reading now is an overview of opinions of respected contact centers experts, so even, if you doubt any of them, you may want to listen to opinions from several of them about the technology that interests you. Here are the experts: @Jon Arnold, an independent research analyst with a great blog @Nate Brown, VP of Communication for the HDI Music City Chapter and is the founder/author of CustomerCentricSupport.com @Teresa Cottam, Chief Strategist, MVNOpro @Al Hopper, cofounder of DoLabSATX @Shep Hyken, Customer Service and Experience expert – hyken.com @Ian Jacobs, Principal

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Why “click-to-call” when you can “click-to-collaborate”?

Surprisingly we’re still getting requests for the “click-to-call” feature for a website. Note: I’m not talking about the click-to-call used by contact center agents to connect with clients. I mean the “online call” button on a website allowing visitor to call customer care rep from his browser in one click. Let me clarify some tech details first… The most common approach for the “online call” feature is using the WebRTC technology supported by the most of browsers. The technology allows a website page to get access to the PC mic (user approval is required) and transmit the audio stream to the website server. The server, in its turn, sends the audio to the company rep thus establishing an audio-call. This means that to call online a client needs an opened webpage that keeps the audio-connection sending and receiving the audio. It normally looks like this: But if the client MUST keep this page opened to talk to the agent, why make it so useless? Obviously, it is worth adding extra features to enrich the voice call with text chat, app sharing, co-browsing. The “online call” extended with web-collaboration options actually turns into “an online collaboration” – you can see how it works in Richcall on the image to the right. So, the point is – why add the “click-to-call” feature to your website, when you can empower your visitors to “click-to-collaborate” at no extra cost (in terms of technical requirements)?

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Это пример страницы. От записей в блоге она отличается тем, что остаётся на одном месте и отображается в меню сайта (в большинстве тем). На странице «Детали» владельцы сайтов обычно рассказывают о себе потенциальным посетителям. Например, так:

Привет! Днём я курьер, а вечером — подающий надежды актёр. Это мой блог. Я живу в Ростове-на-Дону, люблю своего пса Джека и пинаколаду. (И ещё попадать под дождь.)

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