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How AI Uses Speech Analytics to Transform Call Centers Business
How AI uses speech analytics to transform call and contact centers,Author: Satta Sarmah Hightower,When customers have a question or need to resolve a problem, they'll reach out to your company by email, social media or even in-person. That's why your contact center, also known as a call center, is one of your most important touchpoints for customer service. A report by indicates that 61% of consumers will abandon a company after a poor customer service experience, which may explain why companies are increasingly using AI-driven speech analytics to improve how they engage and serve customers. What is speech analytics?,Speech analytics is the process of analyzing words and phrases to gather data to help gain insights that can improve the customer interaction and experience. These analytics cover a variety of data points, including the call's topic, relevant keywords and phrases, the emotional language the agent and the customer convey, and the amount of talking during the call. How contact and call centers use speech analytics,The gathered data is then converted into text or transcripts for further analysis. Call center speech analytics can be used to better understand pain points that cause customers to abandon their purchase or leave a negative review about the company online. The data can also be used to drive your company's business strategy. For example, if speech analytics in a bank's contact center unearths that many customers take twice as long to complete the bank's online loan application and reach out to the contact center for help, this could signal the bank needs to make changes in its online application process to improve the user experience. The data can also be used to provide insight into agent performance and where your company may need to invest more in training staff or in future process improvements to help agents work more efficiently. Call center speech analytics are an invaluable tool for helping your business grow and strengthen long-term relationships with customers. And with the help of AI, these analytics can be more impactful. The power of AI-enhanced speech analytics,AI brings automation, speed and predictive insights to speech analytics. With the growing volume of data that companies must wade through, standard contact center technologies like CRMs or legacy call tracking software don't offer the advanced capabilities your company needs to make better use of its data. AI helps businesses get real-time insights into interactions and identify patterns and trends that contribute to customer churn, leading to better agent and product performance and service delivery. For example, AI-enhanced analytics could enable a national retailer to automate quality monitoring in its contact centers, which could reduce the need for additional staff and potentially lead to cost savings for the company to reinvest in other business areas. AI-enhanced analytics can also help your business reduce call volume by identifying patterns in repeat calls to help your company make improvements in its brick-and-mortar or online experiences, as well as improve training for agents to be more effective at solving customers' problems. In some cases, AI can provide insights in real time that agents can use to improve their customer interactions. Transform your contact center experience,In a world where every interaction produces a data point that companies can use to better understand their customers, AI is a powerful tool to help your business bridge the gap between what you know and what you don't. To make the best use of contact and call center speech analytics, your company should start by creating a single source of truth for all the data across your organization. That means centralizing your data into a unified platform that integrates and analyzes information from multiple sources in a single location. Along with these technology changes, your company also should equip contact center managers and agents with the tools and training they need to take full advantage of contact and call center speech analytics. Technical and non-technical business users alike need to become more data-aware and use the information at their disposal to help their companies achieve both short- and long-term business goals. Together, with the power of AI and your staff's experience, institutional knowledge, and unique skill set, your company can fully leverage contact and call center speech analytics to meet customers' needs and deliver an experience that makes them more loyal to your brand. Learn more about how Verizon's helped a large retail bank increase customer satisfaction. Choose your country to view contact details. Manage your account or get tools and information. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
Learn moreCWMA Wireline - Call Center Services
Verizon has invested in an ITIL based Program Management Office (PMO) dedicated to support all ITT72 Eligible Entities, as well as, providing enhanced support for our critical Public Safety Customers. View key information about the Commonwealth of Massachusetts ITT72 Contract No. 555593 along with specific reference materials and documents. Hosted Intelligent Contact Routing (ICR) is a comprehensive, managed, network-routing solution that intelligently routes multimedia transactions, such as voice, e-mail, chat, and web collaboration for contact centers. Hosted Intelligent Contact Routing gives customers with multiple contact centers the power to operate as one virtual enterprise. Deployed in a network-class environment and accompanied by a suite of optional managed services, Hosted ICR is based on software from market leader Genesys Telecommunications Laboratories. Our Hosted ICR service provides contact-by-contact intelligent routing, through a universal queue, that directs each contact to the agent best able to serve each customer's need, whether in a contact center, home office, or at a remote branch office location. Hosted ICR employs user-defined business rules, caller characteristics, data requested and provided by the caller, and data retrieved from contact center host computers (HostConnect) - all within our network. Verizon IP Contact Center Business Solutions Consultants are certified and highly experienced in the operation of network-based contact routing hardware and software and understand the network routing aspects needed for each customer's business. Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Hosted Interactive Voice Response - Enhanced Call Routing (ECR) is a network-based Interactive Voice Response (IVR) service that provides automated-attendant treatment and routing for inbound calls using a combination of callers' menu choices, originating automatic number identification (ANI), time of day, database look-ups, caller-entered digits, and/or destination labels provided by customer systems. ECR enables callers to reach the right resource the first time, or to be transferred without having to make a new call. ECR is scalable, adapting to applications from simple menu routing to complex systems that require more advanced features. An endless variety of feature combinations is available to make sophisticated, unique, business solutions. You can also create and manage your own toll-free/IVR call plans using Integrated Call Tree (ICT). ECR eliminates the need for customers to invest in new hardware, software, and services personnel because Verizon hosts, services, and upgrades this Contact Center Solution. ECR utilizes our next generation service nodes (NGSN), and is fully integrated with the Verizon network, allowing customers to maximize their Customer Relationship Management (CRM) applications. In addition, ECR customers can take advantage of SAFE - an encryption technology that Verizon has implemented which provides added security to the transmission of customer private data. This is specifically valuable to enterprises who include sensitive personal information (SPI) in their ECR applications. When they do include SPI and have data passing from our network to the premises, SAFE can help secure that data. Refer toPlease contact your account manager or for more information. Speech Services is a suite of network-based services utilizing automatic speech recognition (ASR) and related technologies to enable callers to conduct self-service inquiries and transactions via the telephone. Speech Services is targeted primarily toward enterprise and government contact centers. By offering callers the option to use automated speech, your customers can serve callers more efficiently, reduce queues (resulting in shorter hold times and fewer abandoned calls), improve the overall caller experience, and reduce expenses. Since speech technology is rapidly evolving, Verizon has deployed speech engines from the industry's leading vendor, Nuance, to offer the most accurate speech recognition and most natural sounding text-to-speech. Verizon hosts the speech applications on a reliable, redundant, scalable platform that is housed in multiple secure data centers on our network. Our platform is engineered to deliver a robust feature set, supporting applications that allow your customers to get the most out of today's and tomorrow's speech capabilities. Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Intelligent Contact Routing Integration, or ICRI, allows customers to put their Genesys or Cisco intelligent routing in the best place - in the network and integrated with ECR. It allows a customer to utilize the full robustness and complexity of their Intelligent Call Routing solution by coupling it with the power of ECR, interacting together to make smarter routing decisions to allow a customer better handling of their clients' needs. ICR Integration features include:,Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Gateway is a Contact Center Services Solution that provides both switched and dedicated toll-free services, allowing customers total routing control based on user-defined parameters. Gateway permits high-speed links between a company's Customer Access Point (CAP) and the Verizon Data Access Point (DAP)-allowing customers on-premises control of their toll-free routing within our network. This can be used shorten call handling times, automate traffic, and direct calls to other locations. Gateway also allows a customer that has traditionally relied on a single carrier to begin porting percentages of its traffic to Verizon. Customers do not have to provision and support newly ported traffic, and they do not have to use a different set of network management equipment. Depending on the customer access point (CAP) provider's software abilities, Gateway can route calls in some of the following ways:,Refer toPlease contact your account manager or for more information. Verizon IP Interactive Voice Response (IVR) is a component of the IP Contact Center (IPCC) portfolio of internetworking services, which tightly couples signaling and functionality from the Advanced Toll Free and IP networks to deliver the intelligent routing and call treatment required by today's contact centers. IP IVR is a network-based IVR service that provides automated attendant treatment and routing for inbound calls using a combination of callers' menu choices, originating automatic number identification (ANI), time of day, database look-ups, caller-entered digits, and/or destination labels provided by customer systems. IP IVR enables callers to reach the right resource the first time or to be transferred without having to make a new call. IP IVR is scalable, adapting to applications from simple menu routing to complex systems that require more advanced features. An endless variety of feature combinations is available to make sophisticated, unique, business solutions. IP IVR provides customizable treatment, routing, and transfers for VoIP Inbound Toll Free and Local Origination calls that allow seamless internetworking between customer IP and TDM contact centers with the Verizon SS7 (PSTN) and IP networks. The key benefits are:,Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Virtual Contact Center is a network based multimedia contact center offering. Fully managed within application hosting facilities, Virtual Contact Center provides companies with a comprehensive library of customer support capabilities without requiring a costly investment in software, hardware, and support personnel. With Virtual Contact Center, your customers can offer better customer service through a variety of multimedia contact options and customer prioritization and intelligent contact routing tools. Virtual Contact Center provides a comprehensive set of contact center capabilities. From hiring staff, training agents, staffing your contact center, and handling interactions - Virtual Contact Center provides your contact center with the tools required to provide an exceptional customer experience. Because Virtual Contact Center is a complete in-network solution, a company's customer service agents only require a PC, Internet Connection, and a telephone to get started. Backed by strict Service Level Agreements your customers can have confidence in their contact center technology regardless of the geographical or physical locations of their agents. Key points of Virtual Contact Center Include:,Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Verizon VoIP Inbound is a component of the IP Contact Center (IPCC) portfolio of internetworking services, which tightly couples signaling and functionality from the Advanced Toll Free and IP networks to deliver the intelligent routing and call treatment required by today's contact centers. The IPCC services are network-based and include IP Interactive Voice Response (IVR) in addition to VoIP Inbound. VoIP Inbound is standards-compliant and provides single-call service that allows PSTN-originated Toll Free calls to seamlessly terminate and transfer to a SIP or TDM endpoints, without call re-originations that tie up CPE port capacity. VoIP Inbound includes advanced toll free features -including automatic ISDN User Part and SIP Error overflow for reliable termination to SIP or TDM devices anywhere; and, when combined with IP IVR, supports customer-driven pre/post call routing and/or call treatment and queuing for customers using Cisco ICM or Genesys Customer Interaction Management. As an extension of the Advanced Toll Free network, VoIP Inbound provides seamless service for hybrid (TDM and IP) terminations and transfers which makes it possible for customers to migrate their contact centers to IP at their own pace, without disrupting contact center operations or service levels. The customer continues to dial an 8XX number (TDM) and VoIP Inbound converts the Toll Free call into Voice over Internet Protocol, and delivers it to the contact center(s) over standard access methods such as Internet Dedicated Access, Private IP, or ISDN. If necessary, the call may be converted back to TDM for delivery to a TDM end point, in which case it will be priced and billed as a traditional Advanced Toll Free call. Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Send us an email: . These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent AllowedWe use technologies to collect and share information about your use of our site. By continuing, you agree to the use of these capabilities for a better experience and other purposes. Learn more in our .
Learn moreContact Centers in a New Age of Workforce Dynamics Business
Welcome! We are ready to support your communication and collaboration needs. Chat now for assistance. The millennial generation, the most populous in US history, is rapidly overtaking the labor force. In 2020, millennials made up over 40% of employees, as baby boomers—the second-largest generation to date—continued retiring at an increasing rate. In less than a decade—by 2030— Gen X will start retiring, and millennials, along with the subsequent Generation Z (Gen Z), will become an overwhelming 74% of the workforce. Most contact centers have likely noticed the shift in demographics, but they may underestimate the technological and cultural demands that go beyond simply having "younger people" in the office. Coupled with the sudden acceleration of virtual employee and customer interactions brought on by the recent COVID-19 pandemic, employers should be aware of the trends unique to new workers and the best ways to engage, train, and retain these critical team members. While the idea of working for the same employer for one's entire career began to dwindle decades ago, millennials and Gen Z are perceived to be more likely than their predecessors to switch companies more frequently. Data to support this assertion is not entirely conclusive. For example, while Gen Z workers may be more than three times more likely to switch jobs than boomers, other surveys indicate millennials would rather work for the same employer for five years than leave after two. Regardless of seemingly conflicting trends on a macro level, however, with typical churn rates hovering around 30% to 40%, contact centers need to consider the following unique characteristics of these groups when creating employee engagement strategies. Millennials and Gen Z are often defined as technology-driven generations, born after the creation of the internet and with access to smartphones since they were teenagers or younger. They are accustomed to setting filters, customizing dashboards, and enabling features that increase their value and engagement with technology. Businesses that try to force antiquated, static user interfaces that do not evolve with the company, employee, or customer needs may find workers frustrated, non-compliant, and ready to move to the competitor. Workplaces will need to ensure that both company culture and technology are accessible to, and inclusive of, increasing diversity. The millennial generation has a roughly 44% minority rate, as opposed to 25% of boomers, and Gen Z is on trend to be the last US generation with a Caucasian majority. Millennials and Gen Z also put a higher priority than previous generations on working for employers that demonstrate environmental responsibility and promote positive social causes. Millennials have higher rates of education than any preceding generation, providing them with more bargaining power as employees. Forty-one percent of millennials have a bachelor's degree or higher, as opposed to an average of 34% for older generations. A recent benefit of having millennial/Gen Z workers is that their tech-savvy abilities may have made their transition to work from home (WFH) more seamless than those with lower technical aptitude. This advantage will persist well into the future: A recent Frost & Sullivan survey shows 79% of organizations have at least one-half of their staff working from home on a part- to full-time basis, and 57% expect this to continue in the coming years. Frost & Sullivan's conversations with the industry repeatedly show a growing interest and investment in workforce engagement platforms, particularly those that are robust, sophisticated, and client-focused. Figure 1.0 outlines the seven strategic areas in contact centers that are witnessing improvements in the work environment. These areas speak directly to millennial and Gen Z priorities, providing benefits such as voice of the employee (VOE) agent experience, customizable technologies, flexible scheduling, and agent empowerment. Contact centers wanting to optimize engagement and productivity of both new and current employees need to evaluate which aspects of current workforce strategies still apply and the best ways to engage a changing landscape. Businesses can augment traditional workforce optimization (WFO) processes through advanced workforce engagement management (WEM). WEM goes beyond legacy WFO by placing a focus on improving the employee experience (EX) in contact centers. WEM is invigorating the contact center market with benefits that reverberate across the organizational landscape, from reduced costs and lower churn rates to improved customer satisfaction (CSAT) and customer experience (CX). WEM enables employers to provide their workforce with important differentiating factors such as agent personalization, a need for connection, and the ability to be mobile, flexible, and self-sufficient. Contact centers ahead of the EX and CX curves recognize that partnering with a WEM service provider can be a crucial step in turning potential challenges into competitive differentiation. Critical areas that these solution providers should be able to address include the following:, While millennials and Gen Z may seem better prepared for remote work environments from a technical capabilities perspective, they still need adequate training, clear processes to follow, and intuitive systems and user interfaces. They want to interact with colleagues and customers in ways that are engaging and help them feel part of the team. Managers and supervisors also need tools to ensure WFH agents are as productive as their bricks-and-mortar agent counterparts. An advanced WEM partner can provide a cloud-based solution, tools, and metrics that are secure and easy to access, regardless of where the agent is located. Stratifying agents by product, customer need and level, and channel (e.g. social and video) can improve productivity and performance. Expert specialist agents provide a more efficient, high-quality, and personalized CX and can have a more rewarding work experience than generalist agents. Advanced WEM solutions can facilitate agent specialization. For example, they can create "smart routing" of calls based on a customer's recent purchase or open service ticket or help employers create metrics designed to consider a specialist's functions versus blanket metrics across all roles. They can also ensure those customer interactions are tracked consistently across channels: chat, email, mobile apps response, SMS/text, or social media. Millennials and Gen Z will not just populate agent roles, they are also part of the IT teams that will support contact center operations. IT personnel costs continue to rise rapidly as these roles become increasingly complex and are being added more quickly than they can be filled. Organizations will get better ROI from expensive IT teams if IT is focused more on key business objectives and less on mundane fixes or vendor management. Partnering with a WEM solution provider with a comprehensive platform that can cover agent departments across the organization streamlines IT's activities. Robust functionality can also maximize agent productivity and minimize idle time. A cloud-based platform and applications also help ensure IT costs scale with use, can be accessed more reliably and securely by remote agents, and can grow with the business. How can organizations unleash the power and full potential of a changing workforce? Understanding which digital technologies are required today and which will be important in the future is critical when it comes to sketching out plans, prioritizing budgets, sequencing investments, and scheduling workforce implementations. Digital leaders will be those organizations that are skilled at utilizing business analytics to offer deep insights into customer behaviors, wants, and needs; developing new products and services; and ultimately innovating and exploiting new business opportunities. Embracing and leveraging WFH can also work to a business's advantage: Advanced WEM solutions can provide remote- based millennials, Gen Z, and all employees more flexible scheduling, secure mobile connectivity, end-to-end performance monitoring, improved training solutions, friction-free access and interfacing with systems, and cloud-ready collaboration tools. Frost & Sullivan research shows that leading enterprises, when equipped with a complete set of the right WEM tools, are better positioned to enhance agent retention. New workforce management tools was the top measure being undertaken by contact centers globally, according to a Frost & Sullivan survey of 661 contact center decisions makers. Additional leading measures included enabling flexible/remote workers and management training. Workforce engagement tools can be utilized to enhance these measures by providing the following benefits:,When it comes to keeping contact centers filled and humming at peak efficiency, the newly dominant millennial and Gen Z agent population will thrive with flexible scheduling and shift bidding, near real-time performance dashboards, and an environment that sustains employee growth. The ultimate goal of greater organizational flexibility is to connect, engage, and motivate employees to meet customer needs and work efficiently, regardless of their role or location. These benefits translate into an improved customer experience that reduces the risk of churn, improves satisfaction, and ultimately leads to higher customer lifetime value (CLV). If you are already a Verizon customer, we have several options to help you get the support you need. Choose your country to view contact details. Existing customers, to your business account or . These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
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