GETTING BUY-IN ON ATTENDED AUTOMATION FROM STAKEHOLDERS
Despite everything an attended automation platform can do for your contact center , gaining approval from stakeholders for new technology is not always easy .
From data security concerns and implementation to upfront costs and ROI , thoroughly researching potential technology partners ensures a good fit for your program and makes convincing other teams that much easier .
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5 . PREPARE WITH A
CLOUD-FIRST STRATEGY Brands must prepare for the future , and according to Gartner , contact center technologies such as virtual assistants provide insights into performance and quality assurance : which can also mean a competitive advantage for your brand . All of this is essential as the future of our supply chain , labor market , and even consumer spending remain unknown .
44 CONTACT CENTER PIPELINE
When searching for an attended automation solution , here are a few things to consider :
• Data security . What information can the AI access ? How does the solution provider keep data safe and secure ? Look for a technology partner that demonstrates a commitment to security compliance .
• Implementation . How long will it take to implement the new tech ? How much lifting is required from your team or other teams in your organization ? Keep in mind that well-executed machine learning typically involves a period of training the AI .
• Upfront and ongoing costs . Are there setup fees ? Does the technology partner offer a pilot program ? How much support is included with the purchase of a license ? Comprehensive support that includes ongoing calibration can make all the difference .
A cloud-based , cloud-agnostic contact center solution can help overcome some of these challenges , particularly when you can leverage past investments in your IVR .
When you ’ ve spent time and resources optimizing your IVR and customer engagement apps , you don ’ t want to simply walk away from them . A cloudfirst strategy can mean successfully and seamlessly leveraging these investments in ways that keep your current CX performing smoothly .
Cloud-based solutions streamline your ability to access current and emerging contact center software and AI , which can deliver more future-proof operations that you can adapt and / or expand as your needs change .
As you gear up for this year ’ s holiday shopping season and beyond , investments in cloud-based call center technologies can offer immediate relief for today ’ s challenges while preparing your brand for future unknowns .
In short , we have seen many disruptions that have impacted the retail market , the supply chain issue most prevalent today .
ATTENDED AUTOMATION
• ROI . How much of an impact can you expect the solution to have on your main areas of concern ? How does the solution provider measure that ? The best attended automation platforms will deliver a strong , targeted ROI that no CFO could resist .
Above all , consider the people who will be using it . The right attended automation solution for your contact center is the one your agents love to use . No matter what it promises , if it doesn ’ t improve the agent ’ s day-to-day experience , it won ’ t deliver the results you want .
Serial entrepreneur Jeff Fettes is the founder and CEO of Laivly a leading AI-powered attended automation platform designed specifically for the contact center environment . Laivly helps some of the world ’ s best known brands transform their call center operations with next-generation automation , artificial intelligence and machine learning .
SUPPLY CHAIN
The key to addressing these challenges is around leveraging a robust set of AI capabilities to allow your most important resource – your agent , to be best prepared to meet customer demand .
... INVESTMENTS IN CLOUD-BASED CALL CENTER TECHNOLOGIES CAN OFFER IMMEDIATE RELIEF FOR TODAY ' S CHALLENGES WHILE PREPARING YOUR BRAND FOR FUTURE UNKNOWNS .
But just as important are the technologies and solutions you implement throughout the product journeys : from the time an order is placed until it arrives in your customer ’ s hands .
Tony Lorentzen is Senior Vice President and General Manager of Intelligence Engagement at Nuance Communications . With over 25 years of experience in the technology sector , Tony is a proven leader in working with cross-functional teams , blending his in-depth knowledge of business management , technology and vertical domain expertise .