Beyond improving call productivity and quality of service, any Contact Center has to be ready for the next Internet evolution challenges with new multimedia channels.
Of course, you have to continiously optimize all your processes and quality to get the best call productivity, but also you have to focus much more on adding innovation to increase your Service Value. Videocall and Webcall over the Internet is the next big feature to increase the service value for most Contact Centers and make their services really different against competitors. As you know in 2013, most users are often connected to Internet with their computers and mobile devices to get any online information about your company before purchasing products or services. It’s impossible to ignore it, and continue doing things like in the past.
From any business website or online store, the most efficient way to contact a sale representative or get human support is a real-time interaction with your agents but without leaving the web session, so you have to add a one-click button located near to the product or service or information. The agent must receive a session ID from any caller to get the webpage context.
Unfortunately, what’s happen in the real world for online users is:
- Find the right phone number to call (sometimes it’s not easy to find it because emails and forms are the first choice on any website…)
- Select a phone to call (taking care about calling rates from your cellular, so you may wait to call from a landline…)
- Make a call and be transfered to a boring IVR with many interactions steps (Of course, an IVR can do better things like self-services…)
- Wait for a while in the ACD queue… (all agents can be busy, so please wait….)
- Finally when the call is transfered to an agent, you have to explain with words all the context of your current web session…
- Some times, the call can be hanged up (line error, bad coverage, ….) so you will have to redo all steps and probably, your call will be transfered to another agent…
That’s what 99% companies implements today. Do you really think, that’s a good user experience? Of course, not, the first reason of this situation, is that all Contact Centers are based on telephony platforms or standard PBX. Now, the question is not to be IP or not, because all of these Contact Centers are only managing standard phone calls. With the addition of “Click-to-call” or “Call-me-back” buttons, were interesting “work arounds” options but it’s not enough because more and more users don’t like to be called on their cellular when they are browsing the net.
They just want to keep on the same channel for many reasons:
- they don’t want to unveils their phone number…
- they don’t know if one agent will be available now or better later…
- they don’t want to leave their web session context…
- they may have bad cellular coverage conditions to make a mobile call…
- they may be traveling outside their country under expensive roaming conditions…
- they may not be able to explain properlyto the agent the webpage context with only words…
That’s a lot of reasons to make your current phone service approach fail?
Obviously, Contact Centers have to think more about receiving direct calls from any webpage with or without video, because their next evolution is to become a Multimedia (or Video) Contact Center providing on demand face-to-face interaction or receiving any kind of voice calls or video calls and with agent’s presence status. We have two good news: first, it won’t require specific “rocket science” technology and second, it’s not for next century…it’s ready for now!
From I6NET, we provide a smooth integration of video and web calls on existing Contact Centers; without changing your PBX or your CTI. Our IVVR software offers many options to add voice or video calls to your agents through the Internet and from any web browser or mobile devices like Android / iOS smartphones or tablets. We keep running all your current platform and you just add video calls for specific campaigns and agents when it’s required. This approach is really cost-efficient, because you don’t have to update most of your current processes and channels.
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