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The Do's and Don'ts of How to Use Chatbots for Customer Service

The pace of technological change continues to increase. In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. By 2025, the value will be $3.2 trillion — nearly a tenfold increase in less than a decade.   These numbers are astounding. They’re also easy to misinterpret. As more companies...

Speech Analytics: The Myths, The Truths, and Best Practices

High-performing contact centers appreciate the art of listening. The very best also practice the science of listening, and AI-enhanced speech analytics solutions can help. Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data. Speech analytics transforms agent-customer conversations into a rich transcript to categorize what was said...

The Top 3 Most Underutilized Features of Amazon Connect

Most contact center platforms include a set of features designed around highly specific engagement scenarios. Amazon Web Services (AWS), however, offers a much wider array of scalable, pay-as-you-go services. With self-service technologies such as Amazon Lex, Lambda integrations, and Polly text-to-speech capabilities — none of which requires multiyear contracts, paid plugins, or additional license fees...

3 Ways AI Improves Customer Engagement

Building strong relationships with customers and offering the best possible customer experience is the single most effective differentiator in business.   Research from Gartner indicates that confident, satisfied customers are 2.6 times more likely to continue interacting with a company than their only somewhat satisfied counterparts. They’re also less likely to leave negative public reviews or stop...

The Truth About Chatbots Today

It’s never been more important to offer an excellent customer experience (CX). This means it’s also never been more important to have a CX strategy in place. Research shows that satisfied customers generate 2.6 times more revenue than those who are lukewarm. At the same time, unhappy customers can leave negative reviews that scare away future business....

Financial Institution Detects and Prevents Fraudulent Activity Before Actual Losses

A top 5 U.S. bank wanted a better way to detect and prevent fraud across their multiple credit card portfolios beyond their existing tools and technology. Because there was no centralized system in play, researching accounts was slow and required that they manually re-enter information across multiple systems. Because of the manual process, investigations and...

How RxSense Built a Contact Center from the Ground-Up with AWS and USAN

RxSense, a health technology company, had an aggressive timeline to bring its contact center operations in-house. They needed to create and configure a cloud-based infrastructure that connected to its on-premises back-end systems. In a matter of weeks, USAN helped RxSense implement Amazon Connect and USAN Contact Suite for Amazon Connect. The combined solutions enabled back-end...

Calculating the Total Cost of Ownership for Amazon Connect

Calculating the Total Cost of Ownership for Amazon Connect Total cost of ownership (TCO) is an important factor to consider when deciding whether or not to migrate your contact center to the cloud. However, unlike a move from one on-premises application to another, calculating the TCO for a cloud-based app is like comparing apples to...

Calculating the (TCO) Total Cost of Ownership for Amazon Connect

Amazon Connect, the Deconstructed Contact Center

When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity. It’s not that...

Amazon Connect: What’s DIY and What’s Not

It’s no wonder that “self-service” is one of the first adjectives Amazon uses to describe Amazon Connect. Self-service is quite possibly the most notable difference between the cloud-based contact center service and traditional contact center technology.  But self-service doesn’t necessarily mean you should do it all yourself. Let’s look at areas where it behooves you...

5 Things That Are Different About the AWS Public Cloud

When Amazon released its cloud-based contact center service, it was met with skepticism. In a feature-by-feature comparison with any of the existing leaders, Amazon Connect usually came up short. That was a little over a year ago, and much has changed and continues to change when it comes to feature functionality, but we’ll get to...

Customer Self-Service for Better Customer Experiences: Webcast On-Demand

Providing excellent customer self-service tools not only improves the customer experience (CX) but also manages to do so while lowering customer service costs. That sounds like a pretty good business case for helping customers help themselves. This webcast describes how to create frictionless customer experiences that actually attract users without forcing them through an unwanted self-service channel....

Updates on Contact Center Security: Understanding and Managing Risk

Contact centers must deal with risk every day - compliance violations, financial fraud, data breaches, identity theft - they're all present. This white paper explores the various ways to mitigate risk while still providing personalized services. Topics that are covered: Understanding contact center risk and the primary response type The role of PCI-DSS in the...

Financial Services Institution Simplifies Mobile Self-Service with Visual IVR

A top 10 global bank developed over 40 separate self-serve applications across a multi-decade relationship with USAN. Utilizing voice self-service best practices, USAN and the bank were able to achieve IVR containment rates ranging from 45-89%. However, in a continuous improvement initiative, the bank wanted to boost its self-service numbers further, while at the same...

Does Your IVR Really Save You Money?

Does Your IVR Really Save You Money? As the original self-service tool, IVR technology has long been a cost savings mechanism. Unfortunately, many organizations today don’t realize that their antiquated IVR solution is actually driving up contact center costs because the options are so limited and the containment rate is so low. So, what can...

IVR is Dead. Long Live IVR!

Some folks in the contact center industry would have you believe that IVR technology is dead. Perhaps you agree, based on your own high opt-out rates and low customer satisfaction scores. In reality, the saying couldn’t be further from the truth. Advancements in IVR are ensuring the technology’s role in the modern contact center. The...

5 Signs It's Time to Upgrade Your IVR

Let’s face it, there are other technologies in the contact center that are more exciting than your IVR. But despite the rise of other communication channels, telephony remains “by far the largest inbound interaction channel,” according to ContactBabel. That being the case, it’s worth asking, “Is it time to upgrade the IVR?” Here are five...

The Hybrid Customer Contact Center

In the last post, I talked about the Big Buckets. One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt...

The First Step in Planning Your Self-Service Investment

The First Step in Planning Your Self-Service Investment Planning your self-service investments means making decisions across multiple disciplines. USAN, in association with ContactBabel, has just published a nearly 200-page report on that topic—50 charts deep, covering all the critical topics that make up today’s self-service investment strategy. Those topics include transitioning to self-service, evaluating ROI,...

Metaphor Worforce, powered by Teleopti

Metaphor Workforce enables your business to achieve continuous improvement in customer service, employee satisfaction, and operational excellence. Our WFM platform provides a solution for the vital processes involved in customer service including forecasting, scheduling, preference and request handling, communication, intraday management, reporting and performance management.