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Platform 4 Reimagines Contact Center Efficiency

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December 7, 2016
By: LiveVox

We hope that you read our previous post describing the new risk mitigation capabilities on the LiveVox Platform 4 and are excited to have these enhancements to bolster your risk mitigation efforts. In this second blog post, we will walk you through the features that will help you reach even higher efficiency levels at your contact center.

Improving contact center performance is an important industry topic, however, it is possible to focus too narrowly on defining metrics and resolving people issues at the supervisor/agent level. At LiveVox, we believe technology, too, plays a critical role in enhancing efficiency. In LiveVox Platform 4, we have introduced new features that will improve agent productivity and utilization, enabling higher contact center performance. Let’s take a look at some of the new features.

Preferred Click Distribution Improves Efficiency by Pooling Clicker Agents Across Multiple Groups

Agencies who make a large number of HCI and 10DMT calls across different clients may find that their clicker agents on some services are underutilized. To improve resource utilization, Platform 4’s new feature, Preferred Click Distribution, allows a clicker agent to launch calls on behalf of closer agents in different HCI or 10DMT Services. This feature is designed to increase clicker agent utilization and improve economies of scale while retaining all the compliance features associated with HCI and 10DMT.

This ability to pool clicker agents can help in reducing the number of clicker agents required, and therefore save on costs.

HCI or 10DMT Services included in Preferred Click Distribution will continue to respect routing rules, will still require a click to precede each call, and will still prevent any calls from being launched unless an agent is then available.

Speech Recognition and Speak Modules in Call Flow Editor to Automate Common Customer Interactions

In Platform 4, we offer new Speech Recognition and Speak modules in Call Flow Editor to create intuitive self-service options. Speech recognition makes it easier for customers to enter information, thereby boosting the number of calls that can be completed without agent assistance. This feature frees agents to handle higher priority issues, or permits contact centers to operate with fewer agents. Common use cases for this feature include bill payment, queries, payment reminders, status, etc. Speech Recognition Module invokes the speech recognition engine on the platform for speech-enabled IVR.

To complement Speech Recognition, the Speak Module is a Text To Speech (TTS) object that offers the ability to speak text back to a customer, perhaps to confirm information. For example, this module will enable speaking back the customer’s name (“This message is for John Doe…”) after pulling the speech variable from a CRM system.

Contacts & Call Flow Variables as Screen Pop on Agent Desktop for Instant Access to Customer Data

Screen pop data is critical to facilitate the conversation between agent and consumer, and Platform 4 presents new options to easily customize the data fields presented in that screen pop. This enhancement streamlines the way that data collected in a self-service interaction call can be included in the screen pop data so that agents have instant access to all details while the consumer is on the line.

Users are able to configure Call Flow and Contact variables to display on Agent Desktop, in addition to call transactions and file (campaign)-based values. It is easy to add/change the screen pop information on Agent Desktop editor from different sources. It can be any contact editor variable or Call Flow variable based on customer IVR responses or a web service call where the response is stored in a Call Flow variable.

New Unified Agent Desktop Widgets for Improved Agent Productivity

Monitoring and tracking self-performance can help agents improve their own efficiency. Platform 4 makes it easy to add statistics and/or other widgets to the Unified Agent Desktop. These UAD Widgets can be configured to trigger at the start of a call or after an agent selects a term code at call end. Some examples of pre-built UAD Widgets that users might add:

  • Time Distribution: Gives the agent a visual view of their productivity for the day
  • Term Code Distribution: Gives the agent a visual view of their current work day’s call results

Other custom and API support widgets are available on UAD. UAD can support up to 10 custom and pre-built widgets.

Stay tuned for our next blog post in the series to learn how Platform 4 can help simplify the user experience.

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