Contact center Automation Tools are tools used by organization call centers to automate specific manual processes and boost productivity. This technology enables the optimization of processes within call centers and allows agents to work better and more efficiently. Automation increases efficiency, reduces costs, improves accuracy, and offloads mundane tasks from call center agents. With all these benefits, it has become vital for contact centers to incorporate automation tools.
Call center automation tools eliminate the need for many manual practices by handling mundane and repetitive tasks such as dialing. For instance, the Voxco Dialer facilitates automated dialing or a combination of both and maximizes dialing productivity.
By automating such processes, agents spend less time entering data and switching between applications and spend more time focusing on the conversations with their callers.
These are a few tools used in Contact center Automation:
IVR can employ tools such as automatic speech recognition, giving respondents the opportunity to self-serve. For example, Voxco IVR facilitates self-completion surveys, which respondents can use to keep their answers private.
This tool makes operations faster and more efficient by using algorithms to mine interaction data and identify patterns.
Automated scheduling involves managing a call center’s workforce by creating an effective and comprehensive schedule to leverage the agent’s skills and availability appropriately.
As the name suggests, this tool facilitates automatic dialing to reduce interviewer tasks and carry out dialing more quickly and efficiently.
Automated forecasting is a tool that helps organizations better understand their data by utilizing collected data to understand trends and make predictions based on them.
This tool provides agents with real-time assistance during interactions with respondents. For example, information pop-ups that display respondent’s information on the screen when they call; can help agents give more personalized responses to callers.
This tool enables agents to set up automatic tasks to handle repetitive daily processes. Workflow automation can be set up to handle a large number and variety of tasks, such as sending automated email responses or organizing and raising invoices.
Voxco CATI facilitates the seamless integration of online, offline, and phone survey channels. This allows respondents to choose the mode of communication that they prefer and increases customer engagement.
Voxco CATI can be easily integrated with a telephony system of your choice: a feature not common in other computer-assisted telephone interviewing software. Voxco IVR (interactive voice response system) and Voxco Dialer can be seamlessly integrated with Voxco CATI to boost productivity further.
Voxco IVR can be used in three modes, and they are as follows:
With Voxco CATI, you can screen mirror the interview with messaging to the interviewer and carry out remote supervision for multiple sites and home agents. This is particularly helpful during the pandemic when many call center agents are working from their homes.
Voxco CATI’s design capabilities facilitate multiple question types, dynamic question options, extensive logic functions, programmable custom logic, multilingual capabilities, and so much more.