Artificial Intelligence (AI) Contact Center Software
Transform Your Call Center with Software Fueled by Artificial Intelligence
LiveVox Artificial Intelligence Benefits:
- Surface critical insights about sentiment and interaction drivers with AI powered tools like speech recording, scoring and analytics
- Handle higher interaction volumes with pre-built integrations that enable you to utilize AI fueled virtual agents and chatbots
- Handle calls at a cost reduction compared to human agents with LiveVox virtual agents and AI technology
- Increase first call resolution with intelligent AI call routing and conversational IVR systems
- Efficient and flexible call center operations tailored to your needs
- Support compliance and respond to negative conversational trends with custom AI-triggered alerts
- Reduce call times with AI chatbots and interactive voice response
- transform your customer satisfaction through the use of AI
- Utilize natural language processing and machine learning to offer a more conversational, optimized self-service experience for customers
Reduce operational costs and take your contact center performance to the next level with robust yet easy-to-use artificial intelligence and automation functionality.
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This is Just the Beginning
Customer Experience is the leading driver of AI adoption among businesses. And it pays off- early AI adopter report an improvement of almost 25% in customer experience ratings. Furthermore, automated customer service options like virtual agents and bots are the number one use of AI among large companies.
Despite its many upsides, AI adoption in actual business settings lags behind expectations as we enter 2021. Despite many companies reporting an anticipated increase in AI spending, fewer than 10% of them actually deploy AI in their work. This means there is a massive opportunity for innovative call centers to set themselves apart and create a distinct competitive advantage through the use of AI. Don’t wait, request a demo today.
AI in Contact Centers
While AI in the contact center is not a new concept, it is often viewed with trepidation as a force coming to replace human agents entirely. The truth is that AI is an incredible and rapidly evolving technology, but an agent-less future is nowhere near on the horizon. Even with all of AI’s exciting and promising capabilities, it cannot and does not replace the capabilities of living, breathing agents. Instead, AI in contact centers is at it most effective when it is used in a complementary fashion with human agents, to enhance their output rather than attempting to take their place. For contact centers, AI’s greatest power lies in its ability to tackle certain tasks that can’t be performed by a human, at least not with efficiency at scale.
Practical Application for AI in Contact Centers
Practical applications of AI in the contact center at this point are here to assist and enhance agents, acting as an invisible hand guiding them toward faster resolutions and deeper, more tailored connections with customers. Three applications for AI that are already changing the contact center landscape in a major way include:
- Speech Analytics
- Conversational IVR
- Agent Augmentation
LiveVox vs. Other Call Center Companies
Speech Recording, Scoring and Analytics
Unlike other platforms, LiveVox offers automated call scoring with our speech analytics solution. This key benefit allows you to create custom scorecards that are automatically completed using advanced artificial intelligence, for 100% of your calls. Those scorecards can then be distributed to your teams for objective feedback and coaching.
Virtual Agents and Chatbots
Unlike other platforms, LiveVox’s Virtual Agents and Chatbots enable you to utilize an AI Vendor for your customer support without the need for any custom integration, coding, or complex setup. The software is easy to personalize, provides your customers with a humanized experience and allows you to capture all conversational history, so you can streamline escalations and transfer to the best live agent when necessary.
Call Routing and Conversational IVR
Unlike other platforms, LiveVox’s IVR utilizes AI by capturing customer profile information and self submitted information, to drive customers through the best flows. With drag and drop functionality the IVRs are easy to design, build and customize on the fly.
With our speech analytics solution you can also benefit from customizable alerts. The alerts are powered by the software’s ability to capture all conversational interactions and automatically notice trends or specific topics through AI. These alerts help you to become quickly aware of possible compliance infractions and patterns that are providing negative experiences to either customers or agents so you can mitigate quickly.
Contact centers rely on LiveVox’s advanced call center technology to deliver exceptional agent and customer experiences, while reducing compliance risk. Our customers span across a variety of industries including Financial Services, Teleservices, Healthcare, Telecom, BPO, and Collections.
At LiveVox it’s important for us not only to bring leading technology but to enhance wherever possible through strategic partnerships.
Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.
Frictionless Agent & Customer Experiences
Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.
One Unified Platform
All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.
A Partnership You Can Trust
LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.