Nubitalk keeps getting better

The latest version of Nubitalk (released today) has an improved UX and multi-language support. Nubitalk portal is now available in French and Portuguese (Brazil).

These improvements arise from Nubitalk’s continuous commitment to be a truly intuitive tool that can be used with little to no training. It is also another step towards making Nubitalk as widely accessible as possible.

To read the complete release note, please check our Knowledge Base.
In case you have more questions, please contact us.

Releasing OneContact WFO 2.1.0.39

We are excited to announce a newversion of OneContact WFO 2.1.0.39.

New features include:

» Ability to copy shift schedules from existing agents without having to configure them one by one;

» Simplification of leave days configuration by allowing the user to create rules for dynamic leave days situations.

To read the complete release note, please check our Knowledge Base.
In case you have more questions, please contact us.

Releasing OneContact Quality Monitoring 2.0.3

We are excited to announce a new version of OneContact QualityMonitoring (QM) that focus on simplifying access and operations management.

A new set of features make this possible:

Integration with OneContact CC

The OneContact QM 2.0.3 version is now fully integrated with the latest OneContact CC versions (including 2.5.4), which means users can now fully use OneContact QM capabilities.

Multi-tenant

The OneContact QM 2.0.3 version allows managing multiple tenants from the same admin account. This allows OneContact QM users to monitor their multiple tenants from a single access point.

Iterative agent evaluation process

It is now possible for evaluators to export agent evaluation reports to pdf files, as well as checking whether agents have accepted or rejected their evaluation marks. Agents can also give feedback on their evaluation to justify their acceptance or rejection. These features benefit both evaluators and agents because they transform the evaluation process in an iterative process and make it easier for both kinds of users to keep track of the evaluation process.

To read the complete release note, please check our Knowledge Base.
In case you have more questions, please contact us.

Collab won “Global Technology Award” (Gold) at APCC’s International Conference

Portuguese Contact Centers Association (APCC) held its 13th Annual International Conference, an event that gathers national industry exerts. This year’s discussion was about synergies between bots and humans in handling contact center interactions

Collab was present alongside Microsoft, to discuss augmented reality in contact centers, where bots in articulation with human agents can revolutionize customers’ experience, by increasing satisfaction, reducing waiting times and operational costs.

During the closing gala dinner, Collab received the Gold Award for Global Technology, for the 5th year in a row. Collab wants to thank all its customers and partners that made this distinction possible and promises to keep working hard on finding innovative solutions that drive customer engagement.

 

Are Chatbots the Right Answer for Every Customer Interaction?

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The term ‘chatbot’ comes from the phrase chat robot, and they work exactly as the name suggests. Chatbots are computer programs that simulate human conversation through artificial intelligence (AI).

 As you can imagine, the benefits of chatbots for online brands are plentiful:

  • They give users instant responses to their queries
  • They offer 24/7 assistance
  • They speed up business processes

They’re awesome!

But:

Are chatbots the right answer for every customer interaction?

 In this article, we’re going to look at why chatbots are needed and discover how they help to handle customer service queries in order to answer that very question!

 Let’s dive in…

Why do I need a chatbot?

 Last year, when both Facebook and Microsoft announced that they would be investing heavily in chatbots, they suddenly became the latest thing. And we all know that one of the most important strategies in business is to keep up with the latest trends and stay one step ahead of your competitors.

Chatbots can improve numerous business processes, productivity being the main one. There is no physical limit to the number of simultaneous sessions a chatbot can engage in, making them perfect for peak usages. Chatbots are also great for quickly sifting through large volumes of data. So by allowing a chatbot to do the monotonous, automatic stuff, your staff can be utilised elsewhere. One such example of this is the DoNotPay chatbot that can give legal advice in just 30 seconds and boasts itself as being the world’s first robotic lawyer.

 Most likely the biggest reason you need a chatbot is because customers expect them – at least they are beginning to. When customers contact a brand, 42% of them expect a response within 60 minutes, and 32% expect a response within 30 minutes. Fulfilling needs as demanding as this without a chatbot would be pretty difficult, particularly in the evenings and on weekends.

 So, there’s our argument for why you need a chatbot. But everything has pros and cons, right? Let’s weigh up the benefits of chatbots against the drawbacks…

Chatbot Pros

  1. People Like Them

A recent survey discovered that 50% of internet users would interact to a chatbot or virtual assistant if the service was available to them. Add this to the fact that people are now using messenger apps more than they are using social networks, and one thing is clear: people like this form of communication.

Chatbots offer information in an instant, clear and uncluttered format. Unlike talking to a customer service assistant on the phone, chatbots allow people to get on with other tasks while solving the problem they are having with a particular business.

  1. Instant Gratification

Think about the last time you waited for something online. Maybe it’s been so long that you can’t remember. Or maybe it frustrated you so much you remember it like it was yesterday. The internet has created a world of instant gratification:

  • Want to know the name of that song stuck in your head? Google it.
  • Want to watch the gag reel of your favourite TV show? Head to YouTube.
  • Want to catch up with your friends? Open your messenger app.

Everything we could possibly want is right at our fingertips, and that’s exactly how we like it.

 According to VentureBeat, 51% of people say a business needs to be available 24/7. This sense of instant gratification is what draws users to chatbots. Chatbots allow us to get answers instantly, almost as if we were in a real store.

  1. Chatbots get better with time

By using machine learning and cognitive services, chatbots can continuously do a better job while creating a richer Knowledge Base for future answers. Also, they learn to detect more intentions (actions required to do) and customer sentiment, transferring to a human agent when the customer is signalled as frustrated or angry. This allows for a really good synergy between bots and human agents in a next generation contact center ecosystem.

  1. Staff Reductions

You can hire less staff and apply the savings on agents training in order for them to handle more complex interactions. Chatbots allow businesses to give customers a one-to-one experience without relying on people who may inconsistently represent the brand.

Chatbot Cons

  1. Staff Reductions

As much as staff reductions are a pro, they can also be a con. Although a loss in jobs will save money, it can be damaging for staff morale and also public image.

 By losing staff members, you lose the friendly demeanour and conversional skills that chatbots can’t provide. In other words, you lose the ‘human touch’ and some customers may find your business less personable because of it.

  1. They Can’t Do Everything

Chatbots work in a very formulaic manner. They are designed to recognise key phrases and provide set responses. They do not have the capability to respond to complex questions or give advice. The main functionality of a chatbot should be to answer simple queries, FAQs, and to give updates.

For everything else, the customer should be passed to a human rep.

The Solution

So, looking at all the facts, let’s answer the question that this article started with:

Are chatbots the right answer for every customer interaction?

No.

Sure, chatbots are an incredible asset for any brand. But when situations begin escaping their control, you need a human agent ready to step in and take over. It’s all about finding the right balance between AI and human interactions. As we touched upon previously, bots are useful for handling basic requests and queries, but it is important to remember that, in customer service, a human touch is always needed.

Monitored Bots (available on Nubitalk’s Advanced edition) establishes a framework to implement chatbots with the right balance between AI and Human interaction. If the chatbot can solve the query on its own, it’s great. Otherwise, whenever a conversation reaches a certain moment, the system determines this conversation needs to be transferred to a human, and routes to the best available agent, passing along full customer profile and chatbot history, in a seamless transition.

Ultimately, humans and bots can be working alongside ensuring low churn rates and the best possible customer satisfaction.

Closing Thoughts

Although they are not right for every interaction, chatbots still present a huge opportunity for brands that want to engage with their customers.

If you want to discover more about chatbots, book a demo today and we’ll show you how to apply this tool to your specific business needs.

It’s time to embrace omnichannel – and ditch the legacy solutions!

Omnichannel. Multi-channel. They’re hugely popular buzzwords in the modern world of customer service – and with good cause. But what do they mean? And how do you make them work for your business?

omnichannel

Defning Multi-channel and Omnichannel

Until relatively recently, customer service was pretty cut-and-dried. Your customers, should they need help, could pretty much call or fax you (remember fax?!) and that was that.

Today, customer service has gone digital. And customer expectations have changed.

They have new channels through which to seek service; social media; mobile; live chat – and that’s to name just a few.

The majority of businesses are getting pretty good at multi-channel, which means having a presence on all of these platforms. But omnichannel can be a much tougher nut to crack. This is all about ensuring a consistent relationship across all different channels.

The thing is, customers don’t just use one channel. They might Tweet you, then follow up with a call. They might have a live chat conversation then send you a private message on Facebook. We’ve all dealt with businesses where it seems like one hand doesn’t know what the other is doing – and it can be incredibly frustrating.

Multi-channel communication isn’t the worst thing; you are, at least, available and accessible to your customers. But this is problematic because, almost universally, customers hate having to repeat themselves. According to Accenture research, 89% of customers get frustrated because they need to repeat their issues to multiple representatives. What’s more, Kampyle claims that 87% of customers think brands need to put more effort into providing a consistent experience.

Why omnichannel matters

Aside from the fact that consistent omnichannel experiences have become a basic expectation among consumers, there are a number of bottom-line benefits for your business.

  • Retention – Two pieces of Research done by the Aberdeen Group shows businesses that adopted an omnichannel strategy benefted with a 91% year-over-year increase in client retention rates compared to organizations that chose not to implement this type of interaction plan. Reducing the confusion of different messages across multiple engagement channels is a key attribute in retaining customers and increasing profts.In fact, Aberdeen Group Inc. claims that companies with the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies.
  • Lower Costs – by making it quicker for your people to resolve issues – and reducing duplicate effort in establishing problems – costs automatically fall.
  • Increased Profits – as well as improving retention, organizations that are implementing an omnichannel strategy will experience a 3.4% increase (on average) increase in customer lifetime value.
  • Competitive Advantage – we live in a busy world and people often choose the path of least resistance. If a company makes it diffcult for us to resolve an issue – and we have a much better experience elsewhere – it’s pretty much a no-brainer who gets to keep our business long-term. Increased empowerment of consumers has led to less loyalty and more competition. And, crucially, while omnichannel customer service is clearly incredibly important, it hasn’t become the norm. You can still steal a march on your competitors by embracing it. Don’t believe us? Check out these eye-opening statistics:

61% of consumers say they haven’t been able to switch easily from one channel to another when interacting with customer service.

◦ Only 57% of respondents agreed that their experience is consistent no matter how they contact customer service.

◦ While 94% of consumers say customer service should have the most up-to-date information on them no matter the care channel, nearly half (47%) say the data customer service typically has on record rarely seems to help resolve their issues.

The problem with legacy solutions

It all sounds easy, but clearly, there’s a fairly large amount of work thrown up by the idea of unifying a series of disparate communication channels.

Steve Jobs put it best when he said, “You have to start with the customer experience and work backwords to the technology.” Believe us – it’s important enough to justify the work.

Most legacy solutions are, sadly, incapable of offering real-time visibility in one platform across modern channels – and that’s where Nubitalk comes in.

Regardless of which device or channel your customer conversations begin – and how long ago they started – Nubitalk lets you pick up each interaction where you left off.

How Nubitalk can help your business

Customers have become empowered by new technologies and it’s time for companies to do the same. Omnichannel is developing into a necessity, so make sure that you don’t get left behind! For more information on how you can embrace omnichannel and ditch the legacy solutions, get in touch!

New Generation of Interactive Self-Service

The focus in the customer and in providing an excellent experience is transforming the way companies operate. Consumers seek personalized solutions and businesses should be able to go beyond the presence in multiple channels, offering a standard and omnichannel service. Furthermore, studies show an evolution in consumer behaviour, 73% of the individuals mentioned that valuing their time is the most important thing companies can do to offer them a good service. (Forrester Research)

In the contact center the IVR (voice or visual) is a powerful tool used for self-service with the goal to deliver easy and effective support. It helps also to filter the interactions, redirect communication, save agents and customers´ time and reduce operational costs. The visual IVR has become also particular strong, with the increase of digital devices. Customers want to be able to use their smartphones or apps to interact at any time, find easily the information and perform a variety of activities without ever losing the context.

Collab IVR system is an efficient solution for inbound inquires, surveys, contests, outbound notifications, among others. It collects feedback in real time and allows a complete analysis of the results.

Besides the IVR, Collab has also available another self-service technology based on the new Facebook bot Messenger, allowing the programming of bots and their behaviour in a call center environment. This way, we integrated in OneContact CC and in SugarCRM this API that enables companies and their customers to communicate live via bot messenger, visualizing the client profile and interactions history.

Self-Service

OneContact eLearning – Training Management System

Contact centers are usually the first point of contact for customers, especially in emergency cases and in complex situations like technical support, complaints, product information, among others. To respond effectively to increasingly high expectations, agents need to be constantly updated on products, services and campaigns. Therefore, training and upgrading of individual / collective skills is critical, not only for contact centers, but for all organizations that adopt continuous improvement methodologies.

However, it is difficult for contact centers to:

  • Access when agents need training;
  • Know which skills should be improved;
  • Relate agent´ skills with key performance indicators (KPIs);
  • Invest in expensive coaching sessions;

Collab has a built-in eLearning tool designed to:

  • Offer quick training to a greater number of employees;
  • Provide the appropriate coaching in the right moment;
  • Engage and motivate agents with interactive learning;
  • Manage entire agents’s training curriculum during their careers;
  • Reduce high costs of the face-to-face training;

This solution can be integrated with our products: OneContact CC, OneContact WFO or with Collab Gamification engine. More information in OneContact eLearning Brochure or contact us to marketing@collab.com

OneContact elearning

Have you a got a “Voice of the Customer” (VoC) strategy?

The proliferation of digital solutions allowed customers to have control over business… today, we are living in “the age of the customer”. Consumers want to be able to contact your company, on their preferred channel (voice, e-mail, web, social media, etc.), then expect a fast effortless service culminating with a consistent and personalized experience across all touch points.

To create a long term relationship with these clients, organizations need to know what they are saying, understand their needs and respond effectively to increasingly high expectations. The VoC is what the consumer says and feels about a service / product / business. However, the VoC can be sometimes lost, in all the different communication channels. Technology can help unify and analyse all the data. This way, the VoC feedback is fully accurate and the company receives all the insights about their customers.

Collab has integrated in its portfolio, solutions that enable contact centers to collect, monitor and analyse the consumers´ interactions, across multiple communications channels. With this data companies can improve operational performance and empower agents to provide a great customer experience.

More information below about our powerful tools or reach us at marketing@collab.com

OneContact WFOGamificationQuality Monitoringe-LearningRecording

voice of the customer

OneConsoleWeb

OneConsole has evolved to the Web!
Our new operator console solution offers, just like its predecessor, advanced features like managing multiple simultaneous calls; easy transfer and conference operations through drag & drop; single mouse button click calls; contacts list with presence information; call logs; and more.

Although the features are the same, this version does not require any installation in the user’s personal computer, allowing him/her to access his/her account worldwide, in any computer with internet connectivity.
This is all made possible by the use of WebRTC technology, which provides secure means for Real-Time Communication in most browsers without the need of any plugin. Backstage, powering all of it, is OneContact PBX, Collab’s VoIP PBX solution.

For now, OneConsoleWeb offers a similar set of features and UI layout as the desktop version, allowing current users a smooth transition from one version to the other. However, this is just the first step, OneConsoleWeb will keep evolving to become an ever richer unified communications suite, allowing new features like video calls and instant messaging. Be on the lookout for upcoming news!

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