What is a call centre solution?

A contact centre solution enables businesses to manage large volumes of incoming and outgoing customer calls. It is a centralised system that includes various tools, technologies, and processes for handling customer interactions, such as voice calls, emails, chat, SMS, and social media messages.

What are the five pillars of a contact centre?

People – The recruitment, training, and management of agents and other staff members in the contact centre.Process – The procedures and workflows that are in place to handle customer inquiries and requests.Technology – The hardware and software systems that are used to manage customer interactions, such as telephony, CRM, workforce management, and reporting tools. Data – The collection, analysis, and utilisation of customer data and feedback to improve the customer experience and optimise contact centre operations.Strategy – The overall vision and direction of the contact centre, including its goals, objectives, and performance metrics.

What are the different types of contact centres?

There are five main types of contact centre.Inbound – Incoming customer calls and enquiriesOutbound – outbound calls such as telemarketingBlended – Handles both inbound and outboundVirtual – staff work remotelyMultichannel – across all channelsOmnichannel – across all channels and can switch between channelsCloud – hosted in the cloud

How many calls can a call centre handle?

The number of calls a call centre can handle varies depending on a number of factors, such as the size of the call centre, the number of agents available, and the complexity of the calls.

Who are the leading contact centre vendors in the UK?

The leading contact centre vendors in the UK are Mitel, 8×8, Cirrus, Gamma and Five 9, all of which Opus Technology are platinum partners with.

Agent Assist AI Technology | Opus Technology

Provide agents with suggestions and relevant information in real time with agent assist AI tools

Agent assist tools empower contact centre agents to deliver exceptional customer service by providing them with the resources, guidance, and insights they need to better handle customer enquiries in real-time. Using artificial intelligence (AI) and natural language processing (NLP) to provide real-time guidance, suggestions, and relevant information; contact centre agents can use agent assist as a virtual assistant to help save them time.

How does agent assist work?

Our agent assist tools use advanced technologies such as artificial intelligence and natural language processing to analyse customer enquiries as they arrive within the contact centre.

Agent Assist solutions recommend responses, providing relevant knowledge articles, offering troubleshooting steps, or even suggesting upsell or cross-sell opportunities direct to the agent. It can provide a concise summary of previous interactions with a customer to help agents quickly understand the context of the current conversation they are having.

This enables agents to deliver faster, more accurate, and personalised support to customers, which ultimately enhances the overall customer experience.

CLIENT CASE STUDY

We utilised AI assist features to reduced call wrap-up times and helped boost CSAT scores for the UK’s largest vein specialist by 30%.

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What are the common capabilities of Agent assist?

RECOMMENDS NEXT ACTION

Agent Assist AI will suggest the most appropriate actions or responses for agents to take based on the current conversation flow and customer's history.

KNOWLEDGE BASE ACCESS

Agents gain instant access to relevant articles, FAQs, or documentation to assist them in efficient resolution of customer queries.

SENTIMENT ANALYSIS

Analysing the tone and sentiment of customer messages, Agent Assist AI helps agents gauge customer satisfaction and tailor their responses accordingly.

SCRIPT ADHERANCE

To maintain consistency, Agent Assist ensures that agents adhere to company scripts, compliance guidelines, or regulatory requirements during their interactions with customers.

Awaken's Agent Assist Solution

Awaken CoPilot is a ground-breaking agent assist solution that leverages the robust capabilities of Microsoft Azure’s Open AI technology. It was designed to revolutionise customer interactions and serves as a secure and user-friendly real-time assistant, streamlining operations and enhancing agent performance.

It operates by actively listening to and transcribing live interactions, adeptly analysing multiple intents, and identifying common entities like names and addresses. Using this information to prompt and guide agents, providing alerts and coaching when needed. .

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